Selective Sync

Simplifying the experience of linking and inviting vendors across multiple third-party integrations

My Contribution

  • • UX researcher
  • • Primary product designer
  • • 77% increase of users being able to sync without customer support or customer success teams.
  • • Integration onboarding time decreased from 20 minutes to 2 minutes

Scope

  • 1 Month

Over the past year, we have been in the process of integrating with other property management services to augment our own experience. As more of these services come online, the user wishes to keep a high level of consistency across all platforms.

As we began to release these integrations, we found that the setup process of linking and inviting vendors was too confusing or difficult to find.

The redesign of this crucial linking and inviting of vendors helped solve any confusion the user had and helped their goal of keeping their data consistent across all platforms.

Results Preview

Whoa. New interface for vendor additions. I'm a fan.” - Customer feedback right after release

The Vendor linking was such a huge roadblock for so many onboarding's and it's solved that issue so I'm pleased!” - Onboarding employee from company

We saw a large improvement in 77% of users being able to sync vendors without needing support or customer success. This freed up hours for both of those teams to figure out other problems our customers were having.

Users naturally discovered the new vendor sync workflow while using our more surfaced solution. They loved not needing to dig into integration settings to do something they felt should be “easy.”

User satisfaction went up with this change and allowed our customers to work on more necessary aspects of their businesses.

Internal employees also saw a lot of benefits. Our tracking suggests that we decreased integration onboarding time from 20 minutes to 2 minutes. This decrease allowed for our team to quicken their onboarding sessions and schedule more on their calendars.

Project Goal

User goal: To prevent users from needing support or customer success to sync and invite vendors within the UI. And to easily match vendor data across all integrated platforms.

Business goal: To lessen support and customer success tickets for integration related questions concerning vendor syncing.

The Problem

User Problem

Since we began the support of integrating with other property management focused platforms, we’ve heard from users that getting everything setup and synced was difficult and confusing. Many users required additional calls with support or customer success to figure out the best path forward.

Our integration users don’t feel confident that they set their integration up properly and that their data is consist across all platforms—especially ours.

The lack of confidence comes from deeply embedded settings that don’t necessarily help the user move the process of integration with us quickly. A big part of setting up integrations is ensuring that vendors are syncing. And our users want to have that insurance that vendors are properly synced and invite to our platform.

Business Problem

Other stakeholders constantly mention that one of the big reasons new customers pick our software is because of our integration options. And since the onboarding process of hooking these integrations up is cumbersome, the same stakeholders have mentioned that customers become quickly frustrated with data not syncing correctly and not knowing how to achieve a high-bar of data integrity.

The New Selective Sync

New vendor invitation modal

The new vendor invitation flow starts on the vendor list page, a place commonly frequented by our users. Instead of having the syncing functionality embedded within integration settings, we surface it under the primary CTA of the vendor page. When the user clicks Invite Vendors, a modal populates. This modal’s primary responsibility is to allow the user to invite and link vendors from multiple integrations.

Filtering and selecting a vendor

Once the modal populates, the user can begin searching for a vendor. The search allows for easy access to a list of vendors that might span across multiple pages. As the user searches, the list dynamically changes to show only the search results. Once the user finds the vendor they’re looking for, they can select it for inviting and linking. Now the user can ensure that data will be the same across various platforms. Once the user clicks “Invite and link,” the vendor data is brought to our platform for further use.

No vendors found

If there is a case where no vendors are found during a search, the user will see an error message. This error message allows the user to know that no results were found and what they could do about it. In this case, we suggest that the user try again with another search term.

Invite without linking

Sometimes users want to invite vendors without linking them from a third-party integration. While this may be rare, we wanted to make sure the user had the option to do so for one-off cases.

As the user is defaulted to the invite and link vendor tab, they also have the option to select the “Invite without linking” tab. This tab provides the user with form fields that construct a vendor resource within our platform. If the user wishes to link an already existing vendor in the future, they could do this directly on the vendor details page.

Invited and linked

After the vendor has been linked and invited, the user doesn’t need to navigate elsewhere to confirm the changes. Instead, the list view reflects this new addition automatically in the platform after the modal closes. The user can then do a quick filter on the Invited status or sort the table by the status column.

Experience Breakdown

Inviting and linking modal

Invite without linking

No vendors found

Inviting vendors CTA

Final Result

With the redesign, our users were able to keep data synced up across multiple integrations without needing the support or customer success teams. As this part of our platform becomes more rich with integration options, the plan is to allow users to sync other types of resources in the future—units, residents, properties, etc.