SPACES
Reimagining a contactless parking experience with Spaces
Client
My Role
INDUSTRY
Background
SPACES Parking redefines the parking experience with innovative contactless solutions, bridging the gap between physical and digital environments. With operations spanning from New York City to Texas and the West Coast, SPACES Parking’s technology suite allows users to access, pay for, and exit parking facilities seamlessly through their smartphones.
My role as a Senior Designer involved leading the design of several key applications and a major redesign effort to enhance user and admin experiences.
My role and challenges
As the Design Manager for a cross-project team for a consulting firm and Lead Product Designer for many projects for this client, I directed the design strategy and execution for multiple applications, working hands-on and overseeing work for two talented designers - Felipe and Iara. Together, we worked on various flows and interfaces, creating user-centric solutions for many stakeholders, including garage operators, call center support, admin staff and end-users.
Product Design - Admin and Operator Portals
Designing flows for the client's two main applications, the Admin and Operator Portals, was a critical aspect of our work, aimed at enhancing the efficiency and effectiveness of garage operations.
Product Design - Parker App
For the end-users, our focus was on creating a seamless and convenient experience through the SPACES Web Application. This application enabled parkers to manage their payment information, vehicle details, and parking preferences with ease.
Systemizing for Scale
One of the most significant challenges was creating a scalable design system in an environment where no design structure had previously existed. The earlier applications were disjointed and lacking in consistent UX flows.
Major Admin Portal Redesign
The redesign of the Admin Portal was presented as a unique challenge due to the deeply flawed nature of the existing system. The original portal was hindering productivity and frustrating users, making it clear that a complete overhaul was needed.
a blank slate
(almost)
The portals had previously been developed without design expertise, resulting in no design documentation and fragmented and inefficient interfaces. We had to start from the ground up, first by understanding the complex workflows of call center staff and garage operators while documenting the existing application flows.
The challenge was in reimagining the portal from scratch, addressing key usability issues and integrating modern design principles while minimizing change to the existing workflow, delivering value to developers and client within tight deadlines, while also laying ground for future user experience endeavors—something that had never been systematically addressed before for the client.
Also, establishing a design system meant we had to untangle the complexity and confusion within the applications and build a cohesive framework from a blank slate (or almost). This involved defining core components, standardizing interactions, and ensuring visual consistency across all flows (there were many).
While the challenge was substantial, it also provided an opportunity to establish a strong foundation for future growth and scalability.
"Previous applications screens were cluttered, workflows were convoluted"
Systems thinking
A significant challenge we faced was the lack of a cohesive design system and the disorganized state of the existing applications. There was basically no design documentation, UX flows or structured designs—just a collection of screenshots patched together in basic tools.
To address this, I led the effort to create an initial library of components that would evolve into a design system over time. This involved stepping back to map and analyze the core problems of the current flows, to then developing an initial set of standardized components, and finally establishing a consistent visual and interaction language.
Building this foundation was crucial for scalability and allowed us to deliver a coherent user experience across all portals, converging all of the applications to the same Spaces language. The component library became a central asset in maintaining consistency and speed as the products evolved.
Transitioning to a more design-centric approach
The shift from having no formal design to implementing a structured, design-centric approach for the Admin and Operator Portals was a transformative journey. Initially, these portals were plagued by inefficiencies and usability issues. The interfaces were cluttered, workflows were convoluted, and users—especially call center staff—struggled to perform some of their main tasks effectively. Recognizing the need for a cohesive design strategy, we embarked on a mission to overhaul these critical tools.
The process began with extensive research, where we conducted numerous interviews with call center support and various operations agents, who provided key insights into the operational challenges faced by both the call center and garage operators. Understanding their pain points was crucial in shaping our design approach. For instance, call center staff needed better ways to manage tasks like opening lanes, issuing refunds, and verifying payments, while operators required real-time support for various reasons during their shifts.
Implementing the Spaces Component Library into the Admin and Operator Portals was also no small feat. We had to meticulously rebuild each screen and interaction flow, ensuring that the new designs aligned with the component library and the result of our research and previous findings. This was particularly challenging given the complex nature of the tasks being performed, the complexity of the existing applications, and the numerous different workflows within the admin portals.
Throughout this process, one of the key factors in our success was the strong collaboration between design and business analysis. Bruno’s insights into the operational requirements and Accalia’s perspective on call center support helped us prioritize features and decisions that would have the most impact. This collaborative approach not only ensured that the designs were functional but also that they truly addressed the needs of all actors involved.
UX Flows
Components and Variants
Screen Documentation
Sit down and do the work
As we embarked on the redesign of the Admin and Operator Portals, one of the most humbling experiences was the sheer amount of groundwork needed to clean up the existing systems. The initial state of the files and workflows was chaotic—hardly no documentation or consistency. Our team realized that before we could move forward with creating something new, we needed to sit down and do the hard work of untangling the mess that had accumulated over time.
First, we began by diving into the existing files, which were a patchwork of screenshots, makeshift diagrams, and outdated specifications. Our first step was to organize these files, separating what was still relevant from what needed to be discarded. This process alone was a significant undertaking, as we had to sift through layers of outdated material, often with little to no context.
Next, we set out to document the existing UX flows—something that had never been done before. This involved reverse-engineering the current systems, trying to piece together how various features and interactions were supposed to work. We spent countless hours mapping out these flows, identifying inconsistencies and gaps that had gone unnoticed for far too long. It was a meticulous process, but it was necessary to create a clear starting point for our redesign efforts.
Throughout this process, we also engaged in extensive conversations with stakeholders, asking them what they knew about these features and how they were intended to function. It was a humbling experience to realize that, in many cases, even the stakeholders were unsure of the exact purpose or functionality of certain elements. This underscored the importance of our work—not just in redesigning the portals, but in bringing clarity and structure to a previously disorganized system.
Redesigning the Admin Portal: a journey to 2.0
After laying the groundwork with initial iterations and improvements, it became clear that certain aspects of the Admin Portal required more than just incremental updates. The existing flows were deeply integrated into the system, and minor tweaks were insufficient to achieve the level of functionality and user experience we envisioned. This realization led us to embark on a complete overhaul of the Admin Portal, transitioning to a refined, slick, and more permanent version—what we termed as Version 2.0.
Version 2.0 was not just an update; it was a re-conceptualization of the entire portal. We went beyond surface-level changes, diving deep into the core of the system to address fundamental issues in the user experience and design. The existing workflows were deconstructed and redesigned to align with the evolving needs of the call center staff and the broader business goals of SPACES Parking. This approach allowed us to streamline processes, reduce complexity, and introduce a level of polish that was previously unattainable.
The redesign also involved integrating new features and capabilities that were not possible within the constraints of the original design like user and garage notes, historic parking sessions and special refunds. We introduced a more intuitive navigation structure, enhanced reporting tools, and more efficient task management functionalities. These changes not only improved the user experience but also empowered the call center staff to perform their duties more effectively and with greater satisfaction.
And yet again, collaboration played a crucial role in this process. By engaging closely with key stakeholders, including call center support, operations teams, and the business analysis team, we ensured that every aspect of the redesign was informed by real-world needs and challenges. The feedback and insights we gathered were instrumental in shaping the final product, resulting in a portal that was truly aligned with its real users' requirements.
In the end, the transition to Version 2.0 marked a significant milestone for SPACES Parking. It was more than just a redesign; it was a transformation that laid the foundation for sustained efficiency, user satisfaction, and business growth.
Garages
Users
Notes
Outcomes
Overall satisfaction with new portals
The transition to a design-centric approach culminated in a set of portals that were far more user-friendly and efficient than their predecessors. The Admin Portal, in particular, saw significant improvements in task completion times and user satisfaction, while the Operator Portal provided garage staff with the tools they needed to manage daily operations smoothly. This efficiency boost allowed the call center to resolve 20% more support tickets per day, significantly improving overall productivity.
Improved business outcomes and client satisfaction
The redesign project brought significant improvements in overall performance, contributing to noticeable growth for the organization. Enhanced user satisfaction, coupled with streamlined operations, played a key role in the client's expansion throughout the United States and later Europe. This growth stemmed from the more efficient and user-friendly applications and website, which helped to attract and retain more users.
Scalability and efficiency
Through our systematic approach towards product design, SPACES Parking was able to easily iterate and evolve its digital products. Mapping the existing flows and redocumenting everything from scratch, added to the development of the component library, we provided a standardized design framework that ensured visual and functional consistency across all applications. This library enabled the team to implement new features and updates with an absurd difference in efficiency, significantly reducing the time and effort required for design and development work. As a result, the company was able to rapidly respond to market changes and innovate, maintaining its competitive edge in the parking services industry.
Conclusion
Despite the challenges, this project was incredibly rewarding. By taking the time to clean things up, document UX flows, and build a component library we laid a solid foundation for the redesigns, and ensured consistency and scalability across all applications. The development of this library not only standardized our design approach but also facilitated smoother collaboration among the team.
Throughout the project, close cooperation with all stakeholders—including the business analyst, call center staff, support teams, and garage operators—was essential. Their insights and feedback were invaluable in shaping the final designs, ensuring that the portals truly met the needs of their users. This experience reinforced the importance of thorough documentation and a systematic approach to design—lessons that guided us throughout the project and will continue to influence our work moving forward.
Ultimately, the groundwork we laid was crucial in enabling us to deliver different sets of portals, applications and websites that were not only functional and user-friendly but also built on a strong, well-documented and researched foundation. This project not only resulted in successful products but also fostered a deeper sense of teamwork and collaboration, setting a new standard for design excellence within the organization and client.