Workiz
2024
A client page is a central part of Workiz CRM to review and manage customers. As part of the core team, I work on improving and creating features that are focused on customer retention and satisfaction. Our development team also had time & technical contrails so how could we improve the experience and align with the engineering goals while creating a sleeker, more advanced client page designed for repeat business.
Our original client page was designed with one-time customers in mind, focusing on quick access to basic details.
However, as our ideal customer profile (ICP) evolved, we saw more businesses managing repeat customers who needed a comprehensive customer history — including past jobs, invoices, payments, and interactions.
The old design struggled to keep up with these needs, making it difficult to track ongoing relationships and access key client details efficiently.
The target user changed - instead of one time jobs businesses looking for returning clients
Lack of scannability and proper hierarchy to guide users’ attention
Important features missing that impact the interaction with clients negatively
Unnecessary elements that distract and overwhelm users
current page
The updated layout provides a cleaner, more organized view of client details, making it easier to manage jobs, invoices, and payments at a glance.
Based on my research I wanted to keep certain block of information always accessible such as client primary information (contact details, main addresses, payment info, additional contact. It allowed us to put the tab with "Jobs" upfront (which is the most important for users).I used the approach with different panels as in allows scannability, accessibility and essential information is not longer under the fold.
new page layout wireframe
Here's a breakdown or features & improvements:
client info
The new client page keeps key details — like contact info, tags, addresses, additional contacts, and payment methods — fixed in the left pane so they’re always visible. This means you no longer have to switch tabs just to find essential information.
Whether you’re viewing jobs, invoices, or service plans, you’ll have everything you need at a glance. The new “Description” field in the left pane provides a convenient space for storing key client details at a glance — such as client preferences, entry instructions, or important reminders.
Descriptions can be edited from the client profile page.
main content
A redefined "Create" button: Client pages now feature a “Create new” button that allows users to create critical things like jobs, leads, estimates, invoices, addresses, and service plans — aligning closely with the tabs displayed on the page.
New details such as contact information and payment methods can now be added directly from the expandable sections in the fixed side pane on the left, giving you quick access without extra navigation.
A new hub for notes, client history, and files (NEW)
The right pane on a client page now gives users easy access to notes, client history, and files in one convenient place.
Pin notes for quick access: Important notes are no longer buried at the bottom of the client page.
Client notes can now be pinned to the top of the notes feed, ensuring that critical details are easy to access. No more scrolling through past entries to find important information.
A complete record of client activity: The new history tab gives users a detailed timeline of all client interactions related to main client activities. This feed is fully filterable, so users can quickly find the specific activity they need without sifting through unrelated updates.
View related files at the client level: Users can now view all previously saved files from estimates, invoices, jobs, and more at the client level.
Prototype
When selecting a client’s name from a job page and the job creation page in the web app, users will now see a quick-view side pane displaying key client details at a glance. This allows for faster access to important information without needing to leave the job page, streamlining workflows and reducing unnecessary clicks.
quick view from the job page