Field Service Management Platform

End-to-End UX Design for Mobile, Tablet, and Web

Client: Home Service Franchise, North America
Duration: May 2021 – April 2023
Role: UX Designer (Collaborated with two senior designers and one lead designer)
Platforms: iOS, Android, Web

Project Background

This was a 0-to-1 design project and involved designing a cross-platform digital ecosystem - including mobile, tablet, and business admin web interfaces - for a major North American home service franchise. The platform supports over 60,000 users and generates approximately $2 million in annual revenue. Our goal was to enhance user experience across mobile, tablet, and web interfaces while maintaining existing business functionalities.

Key Features & Responsibilities

Design System Development

Established cohesive design languages across all platforms to ensure consistency and scalability.

User Research & Validation

Conducted user interviews and feedback sessions to inform design decisions and validate prototypes.

Workflow Design

Mapped out complex business scenarios, including job dispatch, technician management, call center operations, and financial tracking.

Prototyping

Created low and high-fidelity prototypes to visualize user flows and interface designs.

Collaboration

Worked closely with developers to implement designs effectively, ensuring a seamless user experience.

Stakeholder Engagement & Communication

Collaborated closely with the Product Owner, business leads, and tech teams—leading design reviews.

Design Systems

Developed two cohesive design systems—one based on Material Design for the technician tablet/mobile app, and another tailored for the web-based business platform—ensuring consistency, scalability, and platform-specific usability.

Technician Tablet/mobile App Systems

Color Palette

Components

Iconography

...

Web-based Business Platform

Technician Tablet App

Designed specifically for field technicians, the tablet app includes:

Job Management: View assigned jobs, customer details, and equipment history.
Communication Tools: Interact with homeowners and update job statuses in real-time.
Sales Support: Present multiple service options and process payments on-site.
Inventory Access: Check parts availability and manage on-site resources.
Financial Tools: Generate invoices and track personal sales goals.

iOS - iPhone
- 6.5 inch (iPhone XR and later)

Android -Tablet
- 10 inch (same ratio as 7 inch)

Business Admin Web Platform

The web platform provides administrative staff with tools to:

Dispatch & Scheduling: Assign jobs to technicians and manage appointments efficiently.
Customer Relationship Management: Maintain comprehensive client records and service histories.
Financial Management: Handle invoicing, payments, and financial reporting.
Inventory Control: Monitor stock levels and manage part orders.

Mapping, Ideation, and User Research Process

We began with journey mapping for key user roles to identify pain points and workflow gaps. I facilitated ideation workshops with stakeholders and conducted user interviews with technicians and office staff to inform early concepts. These insights shaped our low-fidelity wireframes and guided design decisions throughout the project.

Impact & Learnings

Through this project, we successfully delivered a user-centered platform that streamlined operations for both field technicians and administrative staff. The collaborative design process and iterative prototyping ensured that the final product met the needs of all stakeholders, resulting in improved efficiency and user satisfaction.

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