Role
Lead UX/UI Designer & Researcher
Led research, journey mapping, design exploration, and prototype testing during a one-week product sprint focused on modernizing SMS Assist’s technician-facing mobile app.
The Challenge
Technicians were relying on an outdated mobile app to complete residential service tasks, but instead of supporting them, it was slowing them down. The experience was clunky, the workflows confusing, and technicians often struggled to communicate effectively with residents and managers. Our goal was to reimagine the app to reduce friction in the field, strengthen communication, and support technician confidence, all while maintaining operational control for managers.
Business Goals
The redesign needed to:
Make the app faster and easier for technicians to complete work orders
Close communication gaps between technicians, residents, and managers
Preserve visibility and control for managers across distributed teams
Discovery & Research
To ground our redesign in real user pain points, I led a one-week sprint to analyze, map, and prototype core workflows. We began by analyzing app store reviews using word cloud analysis, which revealed themes like "slow," "buggy," and "confusing." I mapped the existing architecture and identified technical bottlenecks that contributed to these issues. From there, I facilitated stakeholder interviews with technicians, managers, and internal teams to understand day-to-day frustrations and business expectations.
This discovery process gave us a clear directive: the new app needed to reduce cognitive load, make task sequences intuitive, and provide built-in support for communication without adding more taps or screens.
Design Process
We began by mapping the technician’s daily journey, from receiving a job to completing final documentation, and identified moments of hesitation, missed steps, or miscommunication. Then, we quickly explored multiple design directions through sketching and low-fidelity prototyping.
One key theme emerged: the app shouldn’t just log work, it should actively guide technicians through it. Our final concept emphasized action-driven design with minimal cognitive overhead.
Testing & Outcomes
We tested interactive prototypes with four technicians and four managers across different regions. Technicians responded positively to the streamlined navigation and celebrated the addition of clear checkmarks and end-of-day wrap-up cues that gave a sense of closure.
Managers appreciated how the new layout reduced skipped steps and made workflows configurable — allowing them to adapt task logic to different property types. Everyone agreed the new app required less explanation and enabled faster task completion.
Final Solution
The final design delivers a faster, more intuitive experience for field technicians while reinforcing business logic for managers. With fewer taps, guided flows, and built-in notifications, the app now works with technicians, not against them.
Screens include:
A job overview with dynamic routing and task breakdowns
Action-driven task screens with visual feedback
Configurable workflows with manager-level oversight
Celebratory Feedback
Green check marks and playful animations for task completion, boosting morale and job satisfaction.
Streamlined Task Flow
One-click CTA buttons to reduce confusion and errors. Scalable workflows for future enhancements.
Flexible Daily Schedules
Toggle between list and map views. Preview future tasks while focusing on immediate priorities.
Integrated Navigation
Built-in navigation with quick-access buttons for contacting residents, finding part stores, or calling SMS Assist. Large, user-friendly buttons for on-the-go use.