INTRODUCTION
CONTEXT
Blackprint handles long-term client projects where poor communication can erode trust and jeopardize client retention.
Traditional tools like Asana, Notion, or Slack weren’t built to support client-facing transparency. They are often too internal, too flexible, or too unstructured to meet the needs of external stakeholders. SYNQ was developed to address internal inefficiencies and recurring client frustrations by making project timelines, tasks, and deliverables easier to follow, more transparent, and clearly guided.
What is Blackprint?
Blackprint is a design agency that helps brands bring big ideas to life through strategy, UX, and creative thinking. We work closely with clients to turn complex problems into simple, usable solutions.
Coup Card Game by Indie Boards & Cards and La Mame Games (2012)
DETAILS
UX Designer
Project Visibility, Web-based Application, Public Software
Tools
Figma, FigJam
Duration
Ongoing
PROBLEM
CHALLENGE
Uncertainty in project status led to repeated check-ins and misalignment.
Even when projects were on track, a lack of structured communication created confusion and unnecessary back-and-forth. Existing tools added complexity or required digital fluency that many users did not have.
SCOPE
This project focused on the structure and behavior of the experience, not visual design or features.
The objective was to build user flows that reduced ambiguity and matched user expectations across roles.
QUESTION
How can we design a project management tool that streamlines communication and promotes collaboration between clients and project owners?
APPROACH
RESEARCH
Our research combined insights from Blackprint clients, their downstream clients, and usage patterns in trade-focused industries.
The goal was to understand who our users really are and how they interact with digital tools. These insights led us to define a focused user persona and directly influenced our decision to prioritize simplicity and guided flow structure.
Key Findings
From interviews with 12 Blackprint clients and informal feedback from their clients, we uncovered the following
70%
of client orgs work in trade-related fields
75%
reported low confidence using tools like Asana or Notion
65%
preferred receiving direct updates over navigating dashboards
60%
of users were over the age of 45
Common Feedback
We heard a lot of the same things during conversations. Users were not looking for complex features. They just wanted to know what to do next and where to find it. Simpler was always better, and too much clicking was a deal breaker.
USER PERSONA
Meet Mark Snyder
Mark has been managing job sites and coordinating subcontractors for over 20 years. He’s great at keeping people moving and making sure deadlines are met, but he’s never been one to rely on digital tools. He checks emails on his phone and uses spreadsheets when needed, but anything with too many tabs or options quickly becomes frustrating during his busy day.
Age
52
Job Title
Project Coordinator at a Mid-Sized Commercial HVAC Company
Location
Sacramento, California
“I don’t have time to dig through emails or click around in complicated apps just to figure out what’s going on.”
Wants and Needs
Clear visibility into what has been completed and what is coming next
An easy way to request updates without sending multiple emails
Information that is front and center without digging through menus
A platform that works just as well on mobile as it does on desktop
Pain Points
Gets overwhelmed by dashboards with too many options or widgets
Forgets where to find files or updates buried in different tabs
Avoids using tools that require training or setup
Feels frustrated when he cannot tell if something is in progress or done
EVIDENCE
TRUST & EMOTIONAL IMPACT
Users are more likely to trust systems that offer consistent feedback and reduce emotional strain.
A 2005 study on trust in human-computer interaction found that interfaces promoting consistency, clarity, and timely support help users feel more confident and emotionally at ease. Predictable behavior in digital systems directly supported the user’s emotional investment and trust.
Evidence derived from:
Dunn, J. R., & Schweitzer, M. E. (2005). Feeling and believing: The influence of emotion on trust. *Journal of Personality and Social Psychology, 88*(5), 736–748. https://doi.org/10.1037/0022-3514.88.5.736
NAVIGATION & ARCHITECTURE
Linear flows, also referred to as tunnel navigation, significantly improves usability and reduces errors for non-technical users.
In a 2021 study of user performance across interface types, tunnel-based flows helped participants complete tasks more accurately and with lower cognitive load. The structure provided clarity, prevented overthinking, and improved task confidence, especially in users over the age of 40.
Evidence derived from:
Dekkers, T., Melles, M., Vehmeijer, S. B. W., & de Ridder, H. (2021). Effects of information architecture on the effectiveness and user experience of web-based patient education in middle-aged and older adults: Online randomized experiment. *Journal of Medical Internet Research, 23*(3), e15846. https://doi.org/10.2196/15846
PROCESS
IDEATION
Our flow was intentionally designed as a tunnel model, directly shaped by user research and cognitive performance data.
We learned from both client interviews and academic studies that linear flows improve usability and reduce friction, especially for older or non-technical users. This design decision aligned with our primary user persona, a task-oriented mid-career professional who values clarity, immediate visibility, and step-by-step guidance.
WIREFRAMING
User testing validated our direction and highlighted areas for simplification and clarity.
Early prototypes surfaced hesitation around unclear task transitions and too many clicks to access deliverables. In response, we made flows more direct, embedded request actions into timeline views, and kept progress markers persistent across steps. We also removed optional paths that distracted from the primary task. These refinements ensured the structure stayed true to the tunnel model while improving flow speed and reducing drop off.
© 2024 Jonathan Chon