Mobile Enterprise SaaS
Redesigned Field Service App to Improve Operations and Reduce Friction
I redesigned a critical mobile workflow to reduce churn risk and unblock primary workflows and functional
Role
Senior Product Designer
Product
Enterprise mobile operations app
Scope
Workflow redesign, adoption, churn risk
Skim It
Deep Dive
Field Technicians were navigating complex on-site workflows under time pressure, leading to inefficiencies and errors. I streamlined the experience to prioritize task hierarchy, clarity, and speed.
30% reduction in churn rate, reduced errors, and improved efficiency in work order completion rate.
Speed mattered most. Every extra second spent navigating or searching created friction in the field and time lost.
The Problem
Field technicians relied on a fragmented mobile experience to manage work orders, equipment, and job documentation. Critical information was buried across dense screens, leading to confusion, slower task completion, and growing frustration. This workflow friction became a churn risk for customers operating at scale.
The Solution
I led the redesign of the core technician workflow, focusing on clarity, prioritization, and speed in real-world field conditions. We reorganized how tasks were presented to match how technicians actually work, reduced visual and mental overload by breaking complex screens into clearer sections, and introduced one-click actions for common tasks like adding equipment and photos. AI-assisted prototyping and rapid research synthesis helped us move quickly and validate decisions with users.
What I did
Owned UX and UI improvements for a high-churn, high-usage field technician tool
Ran high-volume user interviews to understand real-world workflows
Reorganized task order and navigation based on how technicians actually work
Simplified complex screens using hierarchy, accordions, and one-click actions
Designed mobile-first interactions optimized for speed and low attention
Validated changes through usability testing and live feedback, confirming reduced friction in daily use
Business Impact
Reduced daily friction for technicians working in the field
Faster, more confident task completion during time-sensitive jobs
Lowered churn risk by improving the usability of a core product workflow
Key Results
30% reduction in churn rate
Fewer errors caused by missed or hard-to-find information
Faster completion of core technician workflows
