B2B SaaS
Workiz
2022–2023
Equipment Tracking
A way for field-service businesses to monitor and manage all equipment installed for their clients.
- Role
- Product Designer
- Squad
- Core — Client CRM, scheduling, estimates & proposals, online booking
- Timeframe
- 8 months
- Collaboration
- Cross-functional team
01
Project overview
Workiz is a field service management platform that helps small and medium-sized businesses — such as HVAC companies, locksmiths, junk removal, and plumbing — manage clients and leads, schedules, communication, payments, automations, and more.
The Equipment Tracking feature lets users monitor and manage all equipment installed for their clients.
It enables recording of key details like serial numbers, warranty information, installation dates, service history, and exact installation location.
02
How equipment was tracked before
A customer story. The technician would add the AC as an Item in the system. But Items were designed mainly for products or parts — not for installed equipment.
They lacked critical fields such as serial number, model number, warranty, guarantee, location, and property details — and there was no service history with related equipment.
03
The problem
Techs either:
- Wrote a manual note / description (e.g. “Installed LG 18,000 BTU AC”), or
- Created a custom field — which isn’t standardized and doesn’t connect with the rest of the system.
04
Project goals
Full visibility
Track all installed equipment across jobs and clients, capturing serials, warranties, install dates, and service history so nothing gets lost.
Faster updates
Let techs log equipment directly on jobs, syncing details to the client profile automatically.
Complete service history
Record every install, maintenance, and removal so businesses can plan proactive service and give better recommendations.
05
User roles
Admin / manager
Logan, 36
- Oversees clients, equipment, and service history
- Makes upgrade and warranty decisions
- Monitors team performance
Dispatcher
Sherry, 62
- Finds equipment info fast (serials, history)
- Assigns the right technician
- Coordinates work and client requests
Technician
Rafael, 33
- Logs installs and service on-site
- Updates equipment status
- Provides accurate details to office and dispatchers
06
Competitive analysis
Map solutions, identify pros / cons and missing pieces, and extract best practices.
| Platform | Pricing | Usability | Service history | Role coverage |
|---|---|---|---|---|
| ServiceTitan | Paid | Clear flow | Full | Office only |
| Housecall Pro | Paid | Needs guidance | Full | Office & mobile |
| FieldEdge | Paid | Needs guidance | Full | Office & mobile |
| Jobber | — | — | — | — |
07
Use cases and user flows
I worked with the PM, dev team, and CEO to map all use cases and flows. I created a structured use-case table that clarified entry points, available options, and paths.
08
Usability testing and iteration
Finding
Some actions were placed in non-expected locations, which made the flow feel less intuitive for users.
Finding
A solution driven by dev-team limitations ended up confusing for clients and included information irrelevant to the feature.
09
Equipment management on desktop
10
Equipment logging on mobile
Add equipment & equipment history, designed for technicians working in the field.
11
Results
+18%
Equipment-related upsells. Businesses could upsell and serve clients better with full equipment history.
20h
Saved weekly. Dispatchers and admins save time with all equipment details in one place.
+10%
New client acquisition.