I was asked to make quotes easier to export. I found the real bottleneck was the process, so I moved quoting to concierge specialists and designed a new ordering tool built around how they think.
The context
Who’s involved
The original ask
“Design an easy way to manage external quotes and internal costs, and export external quotes easily.”
Estimators were tagging new items with [CR] by hand, then copying each one into a Google Doc.The challenge
Estimators were short-staffed. New renovation requests waited too long for a quote.
My design goal
Key decisions
01What’s the real problem?
Estimators asked for an easier way to manage and export quotes. I suspected the tool wasn’t the root problem, so I mocked up exactly what they asked for and showed it to 6 estimators.
What estimators said
“These do help… but the issue is we just don’t have time to work on new renovation requests in time.”
02Who should build the quote?
Estimators were juggling quotes, internal costs, schedules and contractors. Specialists already knew what customers wanted. Building for them would slow the Builder Tools release, but it fixed the bottleneck for good.
Concierge specialist
“I already know what my client wants.”“There are times estimators would reach out for clarifying questions.”Estimator
“Concierge specialists are totally capable to do the scoping work.”“If they do so, it will save so much of our time.”03How should specialists order?
Builder Tools asked for construction line items. Specialists think in services. I structured ordering as category → service → details, then tested two layouts before landing on a step-by-step wizard.
In their mind
Cabinet painting4 cabinets · 10×10 kitchen · WhiteWhat Builder Tools needed
Cabinet painting + moreReassemble cabinet · Cabinet painting · Additional primerConcept 1
Edit in a pop-upMore clicks, cramped form.Concept 2
Full-screen editorPreferred in testing, but no clear next step and a right-to-left flow.Chosen
Step-by-step wizardPick a category, pick a service, add details. A live summary on the side.04How do they find the right service fast?
Plain text lists were slow to scan and easy to get wrong. I added photos to categories, short descriptions to each service, and guidance on what’s included. Search and templates moved to later versions based on feedback.
MVP
Clear and guidedThumbnails, help text, ordering guidance.V2
SearchSearch at every level.V3
TemplatesPreset bundles like kitchen updates.The solution
Impact
e.g. time to quote
e.g. conversion rate
What I learned
