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Workflow design · Three surfaces · Apr – Sep 2026
A rejected quote is often a request for a better one.
Nearly one in five Lula quotes was rejected, and many of those customers still wanted the work done. My team split Reject from Revise and shipped a revision flow across customer web, Lula Admin and the Pro App, in three phases and 53 rounds of iteration.
- Design
- One product designer, end to end
- Partners
- Head of product, PM, quotes ops, three eng teams, vendor QA
- Surfaces
- Customer web · Lula Admin · Pro App
- Timeline
- Apr 22 – Sep 29, 2026
The same Revise dialog, four versions. The question never changed: what does the customer want instead?
Summary · 2 minutes
The short version.
53numbered rounds, each applied to every artifact
11workflows in the final prototype, from 65 Figma frames
89test cases, 10 of them behaviors that must be absent
Aug 3Phases 1 and 2 live in production
The problem
Every “no” went to one inbox. Customers had two or three ways to reject and an optional text box; one estimator triaged all of it by hand. The system recorded everything as Rejected, even when the customer only wanted a revision.
The approach
- 1Split Reject from ReviseSeparate actions with their own statuses, tasks and metrics. Reject ends the quote; Revise keeps the work.
- 2Ship it in three phasesPhase boundaries written down so later phases couldn’t quietly disappear. “Phasing is not scoping or descoping.”
- 3Two ledgers, one outbound gateCustomers see customer prices, Pros see Pro prices. A review task exists exactly when a quote is about to go back to the customer.
What we did
01Reasons that route the workFive Revise reasons, each with its own second step.
02The Pro respondsAccept, counter or keep the original, in Pro dollars only.
03Numbered roundsEach batch of decisions applied to requirements, prototype and Figma at once.
04Four-link handoffPlus an 89-case test baseline and a Q&A skill for engineers.
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