ContractorOS
Background & Problem
FacilityOS ContractorOS is a comprehensive contractor management system designed to streamline operations for facilities that work with external contractors and vendors. The platform addresses critical pain points in contractor management, including compliance tracking, document management, onboarding, and safety protocols.
The solution targets facilities management professionals who need to efficiently manage multiple contractors while ensuring regulatory compliance and workplace safety. It serves industries such as manufacturing, healthcare, education, commercial properties, and any facility that regularly engages contractors for maintenance, repairs, construction, or specialized services.
Role
Lead Product Designer
Timeline
6 Months
Project Process
We started with in-depth secondary research using the data from our analytics team and drawing hypothesis and insights on what needs to be exactly worked on.
Phase 1
How will ContractorOS solve current problems in compliance management.
Phase 3
Develop designs to visual map out journey's and align with stakeholders
Phase 4
Lock down designs and go back to phase 1 to plug in features
Phase 1: Product Concept Visualization for ContractorOS
As the CTO's trusted designer for this new contractor management platform, I was tasked with rapidly transforming their vision into tangible concepts. Having demonstrated success with previous iLobby products, I was brought in to create visual representations that would effectively communicate the potential of ContractorOS to key stakeholders.
My Approach Focused on Two Core Deliverables
User Flow Diagrams
I developed comprehensive user journeys for the three primary personas (facility administrators, vendor companies, and on-site contractors), highlighting how each would interact with the system from initial engagement through daily usage.
Strategic Wireframing
I created minimal yet informative wireframes of key interfaces to demonstrate core functionality without investing extensive time in high-fidelity mockups.
These rapid visualizations bridged concept and development, letting stakeholders assess value before major investment. My designs weren't final products but strategic tools that catalyzed discussions on priorities and requirements. By visualizing the CTO's vision effectively, I aligned the team on direction and secured stakeholder support early, preventing wasted development resources.
Understanding the Core Features
Document Verification
Validates insurance certificates, licenses, and certifications
Expiration Tracking
Automated alerts for document renewals and expirations
Compliance Dashboards
Visual representations of compliance status across contractor base
Main Target (Personas)
Phase 2: Research and Developing User Flows
After securing stakeholder approval, we intensified development with the VP of Engineering joining our sessions. Together, we assessed technical constraints affecting our user flows and design concepts. Our strategy leveraged existing components reconfigured in novel ways, creating three distinct product variations tailored to each user persona's specific needs and workflows.
Research
Validates insurance certificates, licenses, and certifications
User Flow
Automated alerts for document renewals and expirations
Statistics & Research
We collected this data through industry reports (Gartner, Forrester), surveys with 30+ facility managers and 70+ contractors across multiple sectors, competitive analysis of five leading platforms, and four focus groups with industry professionals to validate pain points and quantify improvement opportunities.
We incentivized early participation by offering contractors and potential clients exclusive beta access to ContractorOS, along with guaranteed discounted rates upon full launch. This approach not only secured valuable testing partners but also created a pipeline of committed customers eager to deploy the finalized platform.
62%
Experience compliance issues annually
23%
Contractors work with expired credentials
95%
Contractors use smartphones for work communication
Overview of Persona Objectives
Facility Manager (Admin)
The facility manager uses both the web application and desktop application. They can view forms and certificates that have been submitted through the system. The admin has access to search, filter, and view detailed records of the submissions. They also manage user accounts, configure system settings, create form and certificate templates, and set up customizable submission workflows with reviews and approvals.
Service Provider (Vendor)
The service provider primarily uses the web application, with some mobile app usage. They are assigned tasks by the facility manager or delegate those tasks to their contractors. The service provider is responsible for ensuring the contractors complete the assigned work in compliance with the requirements for each specific site. They update their profile in the system to maintain compliance.
On-Site Contractor
The on-site contractor uses the mobile application heavily to receive work tasks and enter data while on job sites. They also access the web application. When assigned a task by the service provider, the contractor goes to the work site, performs the job, and updates their profile in the system to confirm they are compliant with that site's requirements. Their status for each site is tracked in the application.
User Flow Form Creation
User Flow Form Triage
Phase 3: The Design
To validate if our redesign actually had impact, we tested our interface with over 500 users with specific goals. Here are some methods we used.
Responsive Design Based on Personas
Working with three distinct personas, we maintained design consistency while developing trimmed-down versions based on user privileges. However, certain sections required additional refinement to properly accommodate the user flow.
Ideas and Additional Details
As we continued to design and develop, we added more details and filled gaps in the design to better meet user needs throughout the process. Our ideas evolved in a non-linear fashion, expanding rather than following a straight path.
Phase 4: Iteration Process & Changes
The Beta launch marked a critical point where we could begin seeing the results of our work. We needed to leverage this opportunity to actively communicate with companies testing the beta version, identifying any user experience or logic issues that emerged.
Heatmaps
IWe used heatmaps to identified areas of high user interaction and engagement.
Iteration of User Flow 2.0
We scaled back our custom component maker after discovering users preferred templated generic forms over more customization options. This surprised us, as we had anticipated the opposite. Nevertheless, we maintained an open channel with our customer service team to assist with developing custom forms when needed.
4 out of 5
Did not care about custom components
74%
Wanted Vendors to have a hybrid role
45%
Wanted expirations to take place on document level
Reflections & Findings
Throughout this project, my collaboration with the development team and product managers proved to be both challenging and rewarding. Working closely with developers taught me the importance of clear communication when translating design requirements into technical specifications. The development team's technical constraints often pushed me to find creative solutions that maintained design integrity while being feasible to implement within our timeline.
Strong & Detailed Doucmentation
Leveraged Jira and Confluence to keep track of features and which parts of the designs have been developed and how they are all connected to one another.
Constant Collaboration with Product Manager
Open and free communication with the product manager to develop and expand on features and thoughts we needed to achieve a successful result. Establishing a strong and postitive workflow.
Daily Standup with Development Team
Actively listening to development and avoiding falling behind on task to ensure development team is constantly flued with designs to develop.