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.
Context
How it worked 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.
BEFORE: ITEMS PAGE – TOO BASIC, MISSING CRITICAL DETAILS
Problem
No proper way to log and manage installed equipment.
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.
Goals
Visibility, speed, and a complete history.
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.
Research
Our users
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
Competitive analysis
Map solutions, find the missing pieces.
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
—
—
—
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Process
User flow
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.
Usability testing & iterations
Where the flow fought the user — and how we fixed it.
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.
Design — Desktop
From the client’s page to full equipment history.
Equipment list on the client’s page.Add new equipment — step 1.Add new equipment — step 2.Equipment history.Add equipment — source selection.
Design — Mobile
Logging equipment on-site.
Add equipment & equipment history, designed for technicians working in the field.
Results
Better upsells, hours saved, more clients.
+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.