Craver client onboarding
Upgraded app design process to accommodate 100%+ company growth, with shortened timelines and increased efficiency.
Role
UX Designer
Year
2023 - 2024
Deliverables
New Processes, Documentation
Problem
When I joined Craver, the company was experiencing accelerated growth - its revenue had nearly doubled in one year. My role as a UX/UI Designer was to design white-label mobile and web apps for coffee shops and quick-service restaurants.
As signups and client requests grew rapidly, I needed to streamline the design and delivery process to keep up with the demand.
BEFORE UPGRADE
Process
For each new client, I started onboarding by presenting a PDF mockup with three design options. Once a selection was made, I created an interactive prototype and sent it back for further feedback. After final approval by the client, I exported all necessary assets and prepared the app for handoff.
Research and insights into pain points
To develop an upgrade plan, I analyzed the existing processes and identified four key areas to focus on.
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Patterns in client feedback
Clients responded more enthusiastically to PDFs than to interactive prototypes. With the latter, most of the feedback focused on the first few screens, showing that clients weren’t clicking through the entire file.
Non-actionable feedback being collected
While visually customizable, the app's core had a fixed design system and functionality. Even though clients were presented with a large set of screens to review, their ability to modify components was limited.
Supporting the team
Delays in client responses were the biggest pain point for my colleagues. It was important to minimize the number of emails and calls required before the app launch.
Tackling redundancies
Over time, the lack of cross-team syncing led to an accumulation of redundant output that was getting exported during the design phase, but not used by developers.
Changes I made
Reassessed value vs resources spent
Clients preferred to confirm their app's UI using the simple PDF mockup they received from us at the start. Creating a full-fledged prototype wasn’t adding as much value as the team initially expected, so I proposed to eliminate that step.
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Optimized handoff
I collaborated with developers and QA to redefine the components required for app build. It reduced the handoff package by more than 50%.
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Automation
I restructured internal files to minimize manual input. We merged project management systems, made client information more accessible, and automated handoff.
Documentation & cleanup
I filled gaps in existing documentation and created new visual guides and videos outlining edge cases. Finally, I tackled UX debt and gave internal design templates the love and care they deserved, making file-handling as efficient as possible.
AFTER UPGRADE
Process
These changes eliminated lower-value activities from the client onboarding process. Once the client selected their preferred visual direction, I could hand off the app directly to developers.
Impact
I streamlined client onboarding to benefit the company both internally and externally, without compromising the quality of the service. To visualize the impact created during my time at Craver:
This project has shown me the value of re-examining existing systems and asking, "What can we remove, reduce, or automate?" It is a great reminder that internal processes benefit from design thinking as much as the product itself.
Working on these upgrades helped me bridge gaps between design, engineering, and client support. It allowed me to remain a sustainable "team of one", while helping the company improve operational efficiency and prevent overstaffing.