Designing email functionality for craftsmen

Context

Craftsmen who use ToolTime rely on it as an all-in-one tool for managing their business operations—from storing customer contact data and overseeing projects to generating quotes and invoices. Previously, these documents were limited to PDF formats, which users could only download or print.

However, as the demand for digital communication grew, a significant limitation in the platform became evident: users couldn’t send these documents directly via email. Instead, they had to download them first, making the process tedious—especially for the streamlined workflows ToolTime aims to enable.

Opportunity

In alignment with ToolTime’s mission to digitalize the craftsmen business, the product team identified an opportunity to close this feature gap by enabling email functionality. Through user feedback, many craftsmen expressed frustration about having to download documents to email them, describing it as a tedious and outdated process.

By providing this enhancement, ToolTime could empower craftsmen to send professional communications directly from the app, reducing friction and saving time while further reinforcing its value as a comprehensive business tool.

Solution

I led the design of the email-sending feature for ToolTime, working closely with engineers and the product manager to deliver the solution. Working within a tight timeline, we focused on delivering a Minimum Viable Product (MVP) that addressed immediate user needs while aligning with technical and resource constraints. By analyzing user feedback and usage patterns, we ensured the design delivered practical value and provided a strong foundation for future enhancements.

Quick and Easy Email Sending

To create a frictionless experience, I designed the email-sending functionality around a modal-based interface, accessible from both the details and list views for any document type. I selected this pattern after observing how users navigated the app and prioritized minimizing disruptions to their workflows.

By automatically attaching the document to the email, users could complete tasks in seconds rather than navigating multiple steps. Additionally, the feature supports sending emails to multiple recipients, simplifying customer communication and making the process significantly more efficient.

Professional and Trustworthy Communication

Initial user feedback revealed concerns about losing control over their email formatting. To address this, we introduced features that enhanced email presentation. Users now have access to basic formatting options like bold, italic, and underline, giving them more control over how their messages appear.

We also implemented predefined email texts tailored to document types such as quotes and invoices, ensuring clarity and professionalism.

During feedback sessions, users mentioned that their emails lacked brand visibility. This insight led us to include company logos in email templates, ensuring that every message reflected the professionalism and craftsmanship of their business.

Overcoming Technical Constraints

When it became clear that receiving replies within ToolTime wasn’t feasible due to technical limitations, I worked with engineers to develop an alternative solution that met user needs without delaying the MVP launch.

I proposed a solution where users would receive a copy of their sent emails in their inbox. This allowed them to track and manage replies through their preferred email client while maintaining a professional communication record. This approach ensured a functional MVP while preserving our focus on delivering value to users quickly and efficiently.

Outcome and Future Potential

Today, over 5,000 users send more than 50,000 emails monthly through ToolTime, allowing them to manage communications seamlessly without the need to switch between multiple tools. By integrating this functionality, we eliminated unnecessary steps, streamlined their work, and helped users transition toward more digital and efficient customer communication.

Delivering the MVP required overcoming technical constraints, collaborating with cross-functional team, and making key trade-offs to balance speed and usability. While impactful, the MVP also revealed opportunities for growth:

• Adding support for multiple document attachments.
• Enabling file uploads for custom documents.
• Integrating customer communication directly into ToolTime.

These enhancements would further streamline workflows and align the platform with its mission to provide craftsmen with a seamless digital solution.

Reflection

Working on this project challenged me to balance tight deadlines with user needs, teaching me the importance of prioritization and compromise in a fast-paced environment like a startup.

This experience taught me how impactful thoughtful design decisions can be—not just in simplifying workflows but also in helping users stay focused and organized. Hearing how the feature enabled more seamless communication and elevated the professionalism of customer interactions was incredibly rewarding.