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From 0→1: Building a SaaS platform
for real-time field coordination

How do you bring order to field operations when thousands of technicians still rely on paper, calls, and outdated systems? At Modulotech, a french startup, I was the first Product Designer tasked with building a new SaaS platform from scratch — turning fragmented workflows into a real-time coordination tool for both dispatchers and field technicians.

Impact

Faster interventions: optimized flows and dashboards enabled quicker scheduling and smoother execution.
Reduced miscommunication: real-time updates minimized check-ins between dispatchers and technicians.
Improved decision-making: live technician data and centralized metrics gave dispatchers actionable visibility.

My Role & Team

CEO
4 Dev
Marketing Specialist
Product Designer (Me)

Timeline

2020 - 2021

Challenge

Legacy tools and manual communication created chaos for our target users:

Dispatchers had no live visibility into interventions.

Dispatchers had no live visibility into interventions.

Technicians lacked real-time job updates or access to critical details.

As result, Companies faced errors, delays, and rising operational costs.

The hardest part wasn’t just the complexity of field workflows — it was designing for two very different user groups (office-based planners and on-the-ground technicians) while navigating tight timelines and technical limitations.

My role & Methodology

I joined as the first Product Designer in a cross-functional team with a CEO, developers (frontend, backend, iOS, Android), and marketing.

My role covered end-to-end UX: discovery, prototyping, testing, and delivering scalable UI foundations.

Facilitated workshops to map user journeys and prioritize MVP features.
Partnered with engineers to align flows with technical constraints.
Collaborated with the CEO to define roadmap trade-offs and balance short-term delivery with long-term scalability.

My process included:

Personae &
User journey mapping

Personae & User journey mapping

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

Through workshops and analysis of current workflows, we mapped pain points and created personae:

Core pain points on Dispatcher side:

Manual workflows are error-prone and time-consuming.
Lack of real-time updates creates operational chaos.
Heavy reliance on calls.

Manual workflows are error-prone and time-consuming.
Lack of real-time updates creates operational chaos.
Heavy reliance on calls.

Manual workflows are error-prone and time-consuming.
Lack of real-time updates creates operational chaos.
Heavy reliance on calls.

Core pain points 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

Manual workflows are error-prone and time-consuming.
Lack of real-time updates creates operational chaos.
Heavy reliance on calls.

Key information is often missing or scattered
Frequent calls and follow-ups disrupt field work
Paper-based reporting is tedious and inefficient

This revealed a business-critical gap: the lack of shared real-time visibility between dispatchers and technicians. That insight became the anchor for the MVP.

Solution

We prioritized and delivered features that directly addressed these gaps:

Key features for Dispatcher

Smart scheduling & technician assignment
I designed a scheduling dashboard which streamlined manual planning by reducing errors and delays.
Managers could track live job statuses to make faster, more informed decisions, while technician search and filters (availability, workload, proximity) ensured the right person was assigned to the right task.
For complex or high-priority interventions, the system also supported multi-technician assignments, improving efficiency and response times.
Real-time operations visibility
We improved coordination and reduced uncertainty by closing communication gaps.
Managers could track job progress with clear live status indicators, while a dynamic technician availability view enabled agile dispatch adjustments and faster responses.
Centralized performance dashboard
Streamlined reporting supported better team oversight. KPIs such as intervention count and completion rate were displayed per technician, while auto-generated job summaries replaced manual reporting, cutting admin workload and giving managers more time to focus on performance.

Smart scheduling & technician assignment
I designed a scheduling dashboard which streamlined manual planning by reducing errors and delays. Managers could track live job statuses to make faster, more informed decisions, while technician search and filters (availability, workload, proximity) ensured the right person was assigned to the right task.
For complex or high-priority interventions, the system also supported multi-technician assignments, improving efficiency and response times.
Real-time operations visibility
We improved coordination and reduced uncertainty by closing communication gaps. Managers could track job progress with clear live status indicators, while a dynamic technician availability view enabled agile dispatch adjustments and faster responses.
Centralized performance dashboard
Streamlined reporting supported better team oversight. KPIs such as intervention count and completion rate were displayed per technician, while auto-generated job summaries replaced manual reporting, cutting admin workload and giving managers more time to focus on performance.

Smart scheduling & technician assignment
I designed a scheduling dashboard which streamlined manual planning by reducing errors and delays. Managers could track live job statuses to make faster, more informed decisions, while technician search and filters (availability, workload, proximity) ensured the right person was assigned to the right task.
For complex or high-priority interventions, the system also supported multi-technician assignments, improving efficiency and response times.
Real-time operations visibility
We improved coordination and reduced uncertainty by closing communication gaps. Managers could track job progress with clear live status indicators, while a dynamic technician availability view enabled agile dispatch adjustments and faster responses.
Centralized performance dashboard
Streamlined reporting supported better team oversight. KPIs such as intervention count and completion rate were displayed per technician, while auto-generated job summaries replaced manual reporting, cutting admin workload and giving managers more time to focus on performance.

Key features for Technician

Centralized jobs view

Technicians lacked a single source of truth for assignments. The mobile app now centralizes all jobs and syncs with the back office, improving coordination and reducing miscommunication.

Guided intervention workflow

Scattered information caused delays and errors. A step-by-step interface consolidates all details in one place, enabling smoother, more reliable task execution.

Job summary auto-sync

Manual reporting slowed technicians and added admin work. In-app photo capture and digital signatures now auto-generate reports, saving time and improving accuracy.

Centralized jobs view

Technicians lacked a single source of truth for assignments. The mobile app now centralizes all jobs and syncs with the back office, improving coordination and reducing miscommunication.

Guided intervention workflow

Scattered information caused delays and errors. A step-by-step interface consolidates all details in one place, enabling smoother, more reliable task execution.

Job summary auto-sync

Manual reporting slowed technicians and added admin work. In-app photo capture and digital signatures now auto-generate reports, saving time and improving accuracy.

Centralized jobs view

Technicians lacked a single source of truth for assignments. The mobile app now centralizes all jobs and syncs with the back office, improving coordination and reducing miscommunication.

Centralized jobs view

Technicians lacked a single source of truth for assignments. The mobile app now centralizes all jobs and syncs with the back office, improving coordination and reducing miscommunication.

Usability testing & Iteration

I conducted remote tests with dispatchers and on-site field tests with technicians, simulating real-world conditions.

Key improvements included:

Slide-to-start interaction for technicians → prevented accidental job status updates, increasing reliability of real-time tracking.
Technician status indicators for dispatchers → added GPS-based ETA and distance, enabling faster, more informed assignments and reducing follow-up calls.

These iterations directly reduced miscommunication and increased dispatcher confidence in the platform.

I conducted remote tests with dispatchers and on-site field tests with technicians, simulating real-world conditions.
Key improvements included:

Slide-to-start interaction for technicians → prevented accidental job status updates, increasing reliability of real-time tracking.
Technician status indicators for dispatchers → added GPS-based ETA and distance, enabling faster, more informed assignments and reducing follow-up calls.

These iterations directly reduced miscommunication and increased dispatcher confidence in the platform.

Design foundations & UI Kit

To ensure scalability, I delivered a UI Kit with reusable web and mobile components — speeding up development and ensuring brand consistency across products.

Impact

Although no formal KPIs were set (shift in company priorities), the product delivered clear operational and strategic value: