Facilities management / Field service
Case FMS
Case Facilities Management Solutions runs snow removal, landscaping and exterior maintenance for commercial sites across the US and Canada. I designed a mobile app for the technicians doing the work on site and a web portal for the facility managers and service providers who schedule it, review it and bid on it.
What I did
Tools
Timeline
2022
The problem
- Three audiences, one suite. Facility managers oversee many properties, technicians work on site, and administrative staff manage resources and schedules.
- Work happens outdoors. Technicians log jobs in snow and rain, often in gloves, and every job needs proof: time on site, a checklist and photos.
- Legacy systems underneath. The new product had to integrate with existing systems, keep data secure and work across devices, on a tight timeline.
My role
Senior Product Designer, working with product managers, developers and other designers on the Case FMS team.
Approach
Interviews, surveys and usability tests with managers and technicians shaped every decision. I mapped the sign-up and sign-in journey stage by stage, wireframed the flows, and built a full screen map before moving to high fidelity, working inside Case’s brand guidelines while introducing new patterns where they improved usability.
Solution
- A technician app built around the job: find the site, pick the work type, start the timer, check off tasks and add at least five photos before closing.
- A visual work-type system with clear states, so the right service can be picked at a glance in the field.
- A web portal for managers and providers, with real-time monitoring of sites, work orders, scheduling, bids and customizable reports.
Brand and system
Case’s brand, carried into a product language for mobile and web.
Research and flows
The sign-up and sign-in journey, the onboarding wireframes and the full screen map of the technician app.
Onboarding
Sign in with a phone number or email, allow location, and land on the sites closest to you.
The technician app
From choosing the work type to closing the job with a timer, a checklist and photos.
The web portal
Sites, providers, work orders and bids for facility managers.
Style guide
Impact
After launch, Case FMS saw gains in operational efficiency, resource use and client satisfaction. We tracked task completion times, resource allocation and user feedback, and kept iterating on what the numbers showed.
Reflection
Designing for people who work outdoors taught me to design for the conditions, not only the task: big targets, few steps, and proof of work built into the flow instead of added after it.
