ArcSite Change Orders

Construction project scope changes constantly. Without a Change Order workflow, users had to duplicate the original Proposal manually. This double counted revenue in the Dashboard and created document sprawl that made it difficult to reconcile project profitability at year end. Manual off-platform workarounds were error prone and hard to defend against claims without a signed document.

Interviewed 10+ companies to learn how they handled scope changes in their existing business processes. Benchmarked competitor programs to understand where our solution needed to meet or exceed market expectations.

Duplicate Proposals double counted revenue in the Reporting dashboard. Manual workarounds were error prone and hard to defend against disputes without a signed document. Document sprawl made it difficult to reconcile project profitability at financial year end. The lack of a Change Order workflow blocked customers from activating ArcSite Payments, limiting adoption and creating retention risk for accounts that depended on scope change workflows.

Launched as a limited beta live in production. Partnered with CS and Marketing to build the beta list. Defined success criteria around three areas: no reporting issues, no CRM integration issues, and ease of use. Multiple customers provided qualitative feedback that the workflow was intuitive on their first try.

Built the Change Order as a new object on top of the existing Proposal architecture. This preserved reporting accuracy and CRM integrations by avoiding data duplication across dashboards. The architecture supports multiple Change Orders per Proposal. Designed the workflow to be mobile friendly so field users could create and send Change Orders on site. Exposed limited version management tools so both homeowners and contractors could easily view change history. Added a company level feature flag to control rollout.

Quick prototyped the workflow in Figjam to explore entry points, new screens, and more.

Retained key customers ($100k in ARR, $100k in payment processing revenue). Multiple customers provided qualitative feedback that the workflow was intuitive to use on their first try.