Introduction

As a UX designer passionate about simplifying complex real-world tasks, I took on the challenge of redesigning the Products & Services workflow within ShopManager, an automotive shop management platform. The software’s existing system for adding products and tracking labor was cluttered, error-prone, and intimidating for users—making everyday tasks unnecessarily complicated.

Witnessing firsthand how service advisors and technicians struggled with cumbersome processes, I wanted to answer a crucial design question:

How might we optimize the way products and labor related services are added to work orders, eliminating usability hurdles and increasing both efficiency and sales?

Research and Initial Assumptions

To fully grasp the challenges users faced, I started by conducting detailed on-site research, carefully verifying assumptions and uncovering deeper issues.

Value Proposition – Why Should It Be Made?

1. Remove Complexity: Users needed to add products quickly and accurately, without navigating overwhelming menus or forms.
   
   

2. Decrease Errors & Rework: A clearer workflow would directly reduce costly mistakes and improve financial outcomes.
   
   

3. Improve Shop Efficiency: Simpler, faster product management would allow shops to handle more jobs per day, directly increasing revenue and customer satisfaction.

Personas – Who Is It For?

1. Service Advisors: Busy multitaskers who need straightforward processes to quickly enter accurate product details.
   
   

2. Technicians: Need clear, precise product and labor details to do their jobs efficiently and without confusion.
   
   

3. Shop Owners: Require immediate visibility into product statuses and overall shop productivity to make informed decisions swiftly.

Ideation

System Map

To understand how everything connected, I mapped out the flow clearly:

This helped me pinpoint key areas for simplification—especially product searching, quick addition, and intuitive product creation.

Key Challenges Uncovered

Based on interviews with 40+ users, including advisors and technicians, we uncovered several critical issues:

• The current workflow was error-prone, with staff frequently struggling to quickly locate or add new products.
  
  

• The interface was visually cluttered and lacked intuitive organization, making tasks feel tedious.
  
  

• The existing product creation process was intimidating, causing new hires to avoid or delay adding necessary items.

Wireframes

I created mid-fidelity wireframes showing the area on the work order where the products and services would appear or get added:

Work Order Screen - Products - Empty State

Work Order Screen - Add Products & Details

Work Order Screen - Products added to order - Filled State

Work Order Screen - Add a New Product

Visual Design

With wireframe insights in hand, I moved on to set the foundation for the visual design:

Solutions

Single, Clear Workflow for Adding Products

Work Order after customer information is captured - Product Screen Section Empty State

Easy Product Search - Advisors select products quickly through the new Mega Search, reducing task time significantly.

Product added to work order after searching & selecting desired product

New Product Creation (Product Tab) - Basic Details - Name, Abbreviation, Inventory Stock, Product Category, Vendor

New Product Creation (Pricing Tab) - Pricing Details

New Product Creation (Pricing Tab) - Advanced Pricing & Commissions - Set custom price points for products with associated commissions for sales

New Product Creation (Pricing Tab) - Advanced locational reporting - Set custom tax groups for different customer types and shop locations for the same product

New Product Creation (Tracking Tab ) - Allow the product to be tracked - Applicable for products that require installers and labor work to calculate labor costs

High Fidelity Flows

Flow for Adding a New Product to the Order

Flow for Adding Product with Specs

Flow for Creating a Product with Advanced Pricing & Reporting

Flow for Adding Multiple Products at once to an Order

Impact & Results

I conducted moderated usability testing sessions with 40 actual users to quantify the improvements clearly:

What Users Said:

“It’s easy to understand and saves me time—exactly what I needed.” – Service Advisor

“I can add multiple products effortlessly now. This makes a huge difference in our daily workflow.” – Technician

Reflection

1. Existing Integrations Matter
   The importance of designing around existing workflows was clear. Seamlessly integrating new functionality with familiar processes was crucial to acceptance and rapid adoption.
   
   

2. Prioritize Simplicity & Clarity
   Every visual detail—from icons to colors to screen layout—had an outsized impact on usability. Clearer presentation equaled higher accuracy and greater satisfaction.
   
   

3. Consistency is Essential
   Applying a consistent, thoughtful design language across all screens reduced cognitive load and helped new users become proficient faster.

Key Takeaways & Next Steps

The redesigned ShopManager Products & Services module dramatically simplified an everyday, critical workflow. Key results validated the new approach:

• Task completion times reduced by 46%

• User errors reduced by 40%

• User satisfaction increased by 81%

Next Steps for Refinement:

• Peak-Hour Testing: Validate usability under peak shop conditions to identify further efficiency opportunities.
  
  

• Expand Integration: Connect directly to external suppliers, enabling even quicker inventory updates and ordering.
  
  

• Voice and Tone Refinement: Ensure all UI microcopy aligns with ShopManager’s accessible and professional brand voice.

Conclusion

Through thoughtful research, iteration, and user-driven design, the updated workflow helps automotive shops spend less time wrestling with complex software and more time focused on their customers. I believe this streamlined solution not only solves real problems but significantly enhances daily productivity, accuracy, and profitability.