UX Upgrades
Platform-wide user experience improvements for FTS staff and customer-facing ordering portal
Project Overview
This proposal covers the next phase of user experience improvements across the FTS Platform. The scope spans both the internal admin portal used by FTS staff and the customer-facing ordering portal used by builders and developers.
The goal is to reduce friction in daily workflows, improve communication reliability, and make the platform faster and more intuitive to use - for both FTS team members processing orders and clients placing them.
Business Value
FTS processes thousands of building compliance orders annually. Every minute saved in the ordering and review workflow directly translates to increased throughput and reduced cost per order. These UX upgrades target the specific pain points that slow the team down today:
- Order processing speed - Checklist redesign and task prepopulation reduce the number of clicks and decisions per order
- Communication reliability - Fixing notification gaps means clients stay informed and FTS staff spend less time on follow-up calls
- Customer experience - A seamless ordering portal encourages self-service and reduces support burden
- Data accuracy - Standardised address formats and auto-syncing RFIs eliminate manual corrections
- Reporting visibility - Enhanced reporting gives management real-time insight into workload and performance
Scope Areas
This proposal is organised into the following feature groups:
- Ordering Portal UX - Customer-facing ordering experience, draft flows, document management
- Communication & Notifications - Email triggers, chat functionality, order status updates
- Checklist & QA - Checklist redesign, QA workflows, automated completion
- Invoicing & Fees - Invoice UX, fee proposal management, MYOB alignment
- Reporting & Insights - Management targets, title forecast, task time tracking
- RFI & Document Management - RFI linking, document types, duplication handling
- Address & Search - Address format standardisation, search improvements
- Tasking - Task management, prepopulated titles, time tracking alignment
Status
Proposed - Awaiting board review and sign-off.