Transforming pest-control operations with user-centered design across onboarding, licensing, sales planning, internal communication, and customer-management tools.
I designed workflows that helped Aptive teams send quick, consistent messages to customers through email and SMS. Template selection, template building, and scheduling patterns made communication easier to manage while keeping the right information visible at the right moment.
Account overview, smart search, filtering, and properties pages gave internal users faster access to customer details. These tools helped teams find the right customer, understand account context, and respond with less friction.
The Sales Planning Tool helped managers work with current data, identify priority areas, and assign the right sales reps to the right territories. In 2023, the tool helped reps reach 12% more doors, improved close rates by 19% per canvassed area, and contributed to a 13% sales increase.
I simplified onboarding flows for paperwork-heavy steps including W-9, I-9, and direct deposit. The goal was to reduce drop-off, improve lead engagement, and make onboarding easier for high-volume seasonal teams.
Plan Builder gave Aptive more flexibility throughout the year. Sales-threshold updates that previously required development time could be adjusted faster, supporting mid-year pricing changes, area-specific thresholds, and future service expansion.
Additional work included dashboard concepts, CRM interface improvements, licensing and operational workflows, and illustrations created for product and business needs.
Challenge: Sales representatives needed better targeting tools for canvassing.
Solution: A mapping workflow for precision targeting, territory awareness, and obstacle avoidance.
Impact: Improved door-to-door efficiency and contributed to meaningful sales growth.
Challenge: Complex paperwork created friction and reduced engagement.
Solution: Simplified task flows for required documents and payment setup.
Impact: Increased lead retention and reduced avoidable drop-off.
Challenge: Pricing and threshold changes were slow to update during peak season.
Solution: A more adaptable builder for sales thresholds, pricing changes, and future service configuration.
Impact: Faster operational adjustments and an estimated $200K in saved costs.