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Field Service Ticketing App
Simplify ticketing, improve efficiency, and reduce errors in field maintenance workflows.
Industrial Maintenance | SaaS | Interaction Design
Overview
This project focused on transforming a manual, paper-heavy maintenance process into a digital-first platform. Field technicians, supervisors, and managers were burdened with inefficiencies caused by outdated workflows: delayed reporting, duplicated paperwork, and limited visibility into asset status. The goal was to design a solution that streamlined ticket creation, tracking, and resolution while supporting both online and offline contexts.
Challenge
Technicians relied on manual documentation to log issues and maintenance tasks.
This led to:
1. Delays in reporting and approvals.
2. Errors and inconsistencies in task details.
3. Low visibility for supervisors and managers across assets.
4. Reduced efficiency, as field staff spent time on paperwork instead of resolving issues.
The need was clear - build a unified digital tool that could automate task logging, improve data accuracy, and support field teams even in low-connectivity environments.
My Role
1. User Research & Workshops: Conducted interviews and participatory sessions with technicians, supervisors, and managers to uncover needs and pain points.
2. Personas & Journey Maps: Defined the “before” and “after” experience, highlighting opportunities for efficiency gains.
3. Design & Prototyping: Produced user flows, wireframes, and interactive prototypes for ticket creation, asset tracking, and offline mode.
4. Usability Testing: Validated designs through iterative testing, simplifying navigation and ensuring the system could be used reliably under field conditions.
5. Cross-functional Collaboration: Worked closely with product managers, developers, and testers to ensure design feasibility and alignment.
Impact
1. 30–35% faster ticket handling, as technicians logged issues directly in the system.
2. Fewer errors in documentation due to automated validation and structured data entry.
3. Improved visibility for supervisors and managers, enabling real-time oversight of assets and tasks.
4. Offline functionality ensured continuous use, even in low-connectivity environments.
5. Higher adoption rates among field technicians compared to earlier tools, thanks to simplified workflows.
Reflection
This project highlighted the importance of designing for real-world field conditions, where connectivity cannot be assumed and simplicity drives adoption. Balancing the needs of technicians (speed, clarity) with those of supervisors and managers (oversight, traceability) required constant iteration and validation. A key learning was the value of offline-first design in ensuring reliability. If expanded, the platform could integrate predictive maintenance features, helping organisations not just react faster but prevent issues proactively.
The detailed version of this case study is password-protected.
Please contact me to request access.
Thanks for reading 🤓
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