Rol
Lead Product Designer
Type
Web App & Mobile App (SaaS B2B)
Year I Duration
2024 I 7 Months
CDO
B2B Web and Mobile Platform for Logistics & Operations
CDO (Odor Control) is a B2B company specializing in the installation and maintenance of drip systems for the sanitization and deodorization of commercial restrooms. We designed their web platform using FlutterFlow, integrating specialized features such as route management, inventory tracking, field services, and on-site collection.
Projected Impact
The Challenge
CDO was doing a great job delivering high-quality products and excellent service; however, as their client portfolio expanded over time, managing the operation through physical service sheets, text messages, and informal route planning became unscalable and chaotic. Field technicians suffered from severe workload imbalances due to inefficient routing, leading to burnout, delays, and poor management of scheduled maintenance visits.
At the same time, the office administrative team constantly lost track of equipment inventory. Because their financial flow—covering quotes, contracts, and on-site payment collection—was completely disconnected from field activities, administrative tasks suffered from constant delays and confusion.
Goals
To fix these systemic operational bottlenecks, we established three core project goals
1
Prevent technician workload imbalance through automated route optimization and load balancing.
2
Design a centralized operating system that unifies field service operations and on-site collections with back-office administration.
3
Centralize and structure dense data (clients, payments, inventory) into a clean interface that eliminates data clutter.
Solution & Core Features
The Control Panel for Office Administrators
We designed a modular web app divided into two tailored environments.
Interactive Dispatch Board & Route List View: Engineered a flexible dual-view dashboard allowing dispatchers to view monthly/weekly cycles via a Calendar view or a structured Lista de Rutas. Coordinators can filter schedules by overloaded routes (Rutas Sobrecargadas) or capacity metrics (Capacidad).
Automated Route Balancing & Visit Distribution (Gestionar Visitas): Designed an intelligent modal interface that allows coordinators to balance or redistribute workloads with two dynamic functions:
"Equilibrar Rutas": Automatically redistributes pending visits equally across assigned technician routes (e.g., balancing Ruta A, Ruta B, and Ruta C) for a specific date with a single click.
"Distribuir Visitas": Enables dispatchers to dynamically spread unassigned or overloaded visits across upcoming days (e.g., spreading 45 visits across the next 1 to 3 days), automatically restructuring routes upon saving.
Tab Mobile Field Service Logging
Designed a streamlined mobile app interface for field technicians. The 3-tab layout breaks down complex tasks into manageable steps: reviewing client address/contact info, recording performed maintenance/refills, and capturing customer notes and payment receipts.
Also offers a unified service flow where they can easily view their schedule, complete visits, log fragrance refills or mat replacements, process collections, and navigate toward each client without friction.
Research
Although time constraints prevented a full competitive audit, I analyzed several administrative and logistics tools with similar service functions. I observed that commercial market solutions tend to fragment the operational flow.
A traditional CRM like Pipedrive does a great job closing sales with contracts, but its utility stops right there. Specialized logistics software like Routal excels at moving packages, but lacks any understanding of recurring technical service or maintenance visits.
Meanwhile, broad Field Service Management (FSM) platforms like Jobber or Housecall Pro try to cater to so many different industries that they end up cluttering the screen with unnecessary fields and data clutter. To ground our decisions in real user needs, we conducted interviews with CDO’s clients, administrators, and field technicians to map their internal processes, physical service sheets, contracts, quotes, routing logistics, and equipment management.
Key Insights & Design Decisions
Our research revealed three critical friction points that directly shaped our design decisions
1 / 3
Friction in Campo
Technicians were failing to record complete visit and service details because physical paper sheets were inconvenient and tedious to fill out during busy shifts. Furthermore, while they used Routal to plan visits, there was no proper workload distribution or status visibility.
Design Decision: We simplified the maintenance report into three clean, focused tabs (Details, Service, and Notes) to create a hassle-free flow during visits.
Ideation & Iteration
Our design for the main dispatch dashboard underwent significant iteration. The initial proposal was a simple list of days for each visit cycle, but it lacked visual clarity. Office administrators expressed a strong preference for a comprehensive overview of the entire cycle to spot potential overloads.
We pivoted to a full cycle board displaying all routes and visits; however, this initial layout presented too much dense information at once. In the final iteration, we refined the board to give admins a complete overview of all cycle visits as the primary screen of the platform, while adding a dedicated "Ver Sobrecargas" list view that isolates overleveraged days across Routes A, B, and C for quick, accessible decision-making.
The system's navigation architecture was split into two distinct experiences:
Desktop (Administration): Utilizes an expandable side navigation to prioritize screen real estate for complex data tables handling inventory, invoicing, and contracts.
Mobile First (Technicians): Offers immediate access to daily routes through two main views: Navigation and Visit Lists. Based directly on feedback from technicians, we also added a remaining-visit counter that serves as a progress bookmark, giving them a satisfying impression of advancement as they complete their route.
Next Steps
Our design for the main dispatch dashboard underwent significant iteration. The initial proposal was a simple list of days for each visit cycle, but it lacked visual clarity. Office administrators expressed a strong preference for a comprehensive overview of the entire cycle to spot potential overloads.
We pivoted to a full cycle board displaying all routes and visits; however, this initial layout presented too much dense information at once. In the final iteration, we refined the board to give admins a complete overview of all cycle visits as the primary screen of the platform, while adding a dedicated "Ver Sobrecargas" list view that isolates overleveraged days across Routes A, B, and C for quick, accessible decision-making.
The system's navigation architecture was split into two distinct experiences:
Desktop (Administration): Utilizes an expandable side navigation to prioritize screen real estate for complex data tables handling inventory, invoicing, and contracts.
Mobile First (Technicians): Offers immediate access to daily routes through two main views: Navigation and Visit Lists. Based directly on feedback from technicians, we also added a remaining-visit counter that serves as a progress bookmark, giving them a satisfying impression of advancement as they complete their route.