United Site Services
United Site Services (USS) is the nation’s largest provider of portable sanitation and temporary site services, serving construction projects, events, municipalities, and residential needs.While USS was scaling nationally, its customer interactions were fragmented across multiple systems. Customers faced confusion onboarding, sales teams spent excessive time on manual quoting, and leadership lacked a unified view of accounts.
I joined this initiative as the Lead UX/UI Designer, responsible for redesigning USS’s Salesforce experience — from customer onboarding to sales workflows — to create a unified, intuitive, and scalable platform.
The Challenge (From a UX Lens)
Confusing Onboarding:
Customers didn’t know if they already had an account, leading to duplicate creation.
Inconsistent Flows:
Event planners (one-time) and construction managers (repeat) had very different needs, but the system treated them the same.
Low Transparency:
Customers couldn’t self-serve invoices or modify services, creating frustration and support burden.
Disconnected Tools:
Sales reps toggled between spreadsheets, ERP, and Salesforce, wasting time and risking errors.
From a UX standpoint, this wasn’t just about software inefficiency — it was about trust, clarity, and ease of use for our customers and employees alike.
Research & Discovery
I ran stakeholder workshops with our sales associates, service reps teams, as well as user interviews with:
Event planners wanted a guided, hand-holding flow
Construction managers wanted a fast, repeatable path
Sales needed duplicate prevention and a 360° view
Key Findings
Customers often didn’t realize they already had accounts
Event planners wanted a guided, hand-holding flow.
Construction managers wanted a fast, repeatable path.
Sales needed duplicate prevention and a 360° view.
Design Approach
I proposed a dual-path UX strategy:
Guided Wizard Path (for new/event customers)
Step-by-step flow with clear inputs: service type, location, units, servicing frequency.
Built-in education about account numbers and invoicing.
Human-centered language to reduce confusion.
Advanced Quick Order Path (for repeat/construction managers)
Fast form with autofill from Salesforce account data.
Prioritized speed over handholding.
Ability to duplicate past jobs with one click.
Action
Prototyping & Testing
Built interactive Figma prototypes of onboarding flows and dashboards.
Conducted usability tests with 6 customers and 4 sales reps.
Iterated based on feedback: clearer error states (“account not found”), simplified unit selection, and contextual help.
Read More
Research & Discovery
I ran stakeholder workshops with our sales associates, service reps teams, as well as user interviews.:
Read More
%
Increase in customer portal adoption
%
Faster Quoting via quick order path for sales reps
%
Reduction in duplicate accounts through redesigned onboarding
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