From 0→1: Building a SaaS platform for real-time field coordination
Modulotech, an innovation-driven SaaS company in the smart home and transport sectors, needed to overhaul how field interventions were managed between companies and their external service providers.
As a First Product Designer embedded in a cross-functional team, I led the end-to-end UX process to design a web platform and mobile app that digitized workflows, enabled real-time tracking, and minimized delays caused by outdated manual coordination.
Built from scratch new SaaS platform transformed a chaotic, fragmented system into a streamlined, scalable solution used by both office-based teams and field technicians.
The goal was to create a solution that digitized and optimized the relationship between companies and field service providers.
Key challenges were:
Legacy systems and manual communication caused errors and inefficiencies.
Field technicians had no real-time access to jobs or updates.
Companies had no live visibility into intervention progress or completion.
The solution needed to support complex field workflows, yet remain intuitive and fast.
Ultimately, the project aimed to reduce friction, improve coordination, and deliver a platform that could reduce operational costs.
I was a part of a small product team, I worked closely with Product Manager, Developers (front-end, back-end, iOS, Android) and Marketing Specialist.
I introduced a Design Thinking framework, combining strategic workshops with fast iteration cycles. My process included:
Facilitated workshops to map user journeys, uncover friction points, and prioritize the core feature
High-Fidelity Prototyping
Designed high-fidelity prototypes for user testing to accelerate the MVP
Usability Testing
Led usability tests to validate critical user flow and identify frictions
Adjustments & UI Mockups
Iterated final mockups and created UI Kit for web & mobile products
Discovery
To deeply understand user needs, I facilitated design thinking workshop with a team. We mapped out the day-to-day pain points of our target users:
Dispatchers & Managers — schedule, track missions and create reports
Field Technicians — complete jobs-on-field, reporting back
On Dispatcher side :
Manual workflows are error-prone and time-consuming
Lack of real-time updates creates operational chaos
New tools must integrate with existing systems
On Technician side :
Key information is often missing or scattered
Frequent calls and follow-ups disrupt field work
Paper-based reporting is tedious and inefficient
These insights directly informed the prioritization of key features for the MVP.
Solution
Once we defined our key personas and their pain points, we mapped out and prioritized the most critical key features for the MVP through user story mapping.
Then we moved directly to high-fidelity UI mockups to test the user flows, iterate quickly and ensure deliver a user-centric MVP faster.
Key features for Dispatcher
Smart scheduling & Technician assignment
Replaces manual planning and reduces scheduling errors and delays :
Interactive scheduling dashboard showing live job statuses for quick, informed decisions
Technician search and filters based on availability, workload, and proximity to job sites
Multi-technician assignment support for complex or high-priority interventions
Real-time operations visibility
Improves coordination and reduces uncertainty caused by communication gaps:
Live job progress tracking with clear status indicators
Dynamic technician availability view for agile dispatch adjustments
Centralized performance dashboard
Streamlines reporting and supports team performance oversight:
KPIs displayed by technician, including intervention count and completion rate
Auto-generated job summaries to replace manual reporting and reduce admin workload
Key features for Technician
Usability testing
To validate key user flows and optimize usability across roles, I conducted:
Remote testing sessions with dispatchers using the web platform
On-site testing with field technicians using interactive mobile prototypes under real-world conditions
Each session focused on core job scenarios such as: “Dispatch two urgent jobs” and “Proceed with the intervention for which you've been assigned".
We tracked task success rate, points of hesitation and confusion, and comprehension of labels, icons, and navigation logic.
Then I shared test insights with the team and we prioritized them based on technical constraints and business goals. Here's some of them :
Sliding button for job start
To prevent accidental status changes in real-life conditions (e.g., while in a vehicle), we introduced a slide-to-start interaction when technicians begin an intervention.
This deliberate gesture reduces the risk of misclicks and ensures that dispatchers receive accurate real-time updates with higher confidence in the technician’s actual status.
Technician Indicators for Dispatchers
During user testing with dispatchers, we observed that lack of contextual information about technician status often led to inefficient decision-making, especially when assigning last-minute or urgent jobs.
So we added real-time indicators, including:
Estimated time to destination (based on GPS location of technician)
Remaining distance to job address
These improvement gave dispatchers greater situational awareness and reduced follow-up calls.
UI Kit
To support scalability and speed across web & mobile products I created reusable components and unified brand identity with clean, modern UI.
Impact
The product was successfully launched in 2022, due to shifting priorities, no formal KPIs were configured at that time. Despite this, the product delivered clear strategic and operational value — shaping the product’s foundations, improving workflows, and enabling a more streamlined field operations model.
Faster intervention processing
Optimized user flows and visual dashboards enabled quicker scheduling and smoother field execution.
Reduced miscommunication
Real-time job updates and technician tracking minimized manual check-ins and improved coordination between companies and providers.
Improved visibility & decision-making
Dispatchers gained a live overview of operations, with technician availability, job status, and performance metrics centralized in one interface.
