mHelpDesk
(acquired by Angi)
Work Management Tools for HVAC & Plumbing companies
Company: mHelpDesk
Year: 2017-2018
Role: Senior Product Designer
Team: Solo Design Lead
Tools: Sketch, InVision, Balsamiq, Zeplin, Pendo.io, JIRA
Skills & Methods:
Product/UX Design
Discovery
Strategy
Workshops
Design Sprints
0-1 MVP
Web
Mobile
SaaS
Tools
Field-Service
B2B
Overview
Summary
Designing back of house tools for HVAC and Plumber companies. mHelpDesk is field service software solution that manages field technicians, work orders, employee scheduling, and client billing. Sole Designer leading management and delivery of new complex features, and multiple large scale usability improvements while embedded on a cross-functional team. (mHelpDesk was acquired by Angi in 2017.)
Business Objective
Improve overall usability of critical task flows, like invoicing and inventory management, to reduce call volume, to help companies do business faster, and to get paid quickly.
Key Projects
Massive usability audit and implementation strategy
Improvements to inventory feature
Multi-location inventory MVP
Optimizing Quickbook integration
Design Sprints for Invoice Redesign
Establishing new Design System framework and elements
Projects
Massive Usability Audit
Problem to solve: The number one customer complaint was “it’s hard to use.”
Compiling all issues into an Airtable to use as a reference for priority ranking, and to keep track of process.
from Customer Service JIRA boards, Task Flow walk-throughs, and a large Heuristic Review .
Tackled over 70 usability small and large issues.