Field service management platform built for industrial manufacturing. Connecting dispatch, technicians, and back-office systems so maintenance teams can reduce equipment downtime, improve first-time fix rates, and eliminate the manual processes that slow repairs.
ClientGomocha
RoleLead Designer, UX Researcher
Timeline12 months
PlatformWeb, Tablet, Mobile
50kActive users
4User Types
B2B SaaSCompany Type
Field ServiceIndustry
Gomocha's existing FSM360 platform had accumulated years of feature debt. The interface was outdated, inconsistent, and built without a coherent design system. Bounce rates were at an all-time high among new users, driven by a confusing navigation structure. User satisfaction had dropped significantly, and customer churn was accelerating.
01.
Audit
Cataloguing interface debt
Comprehensive audit of the existing platform to identify inconsistencies and usability failures.
Documented 30+ unique UI patterns
Identified 10 accessibility violations
Mapped 4 critical user flows
02.
Research
Understanding field reality and user pain points
Deep qualitative research with field service managers, technicians, consultants and C-suite.
Interviewed 10 customers across 4 verticals
Conducted contextual inquiry sessions to learn about in depth experiences
Analyzed support ticket patterns
User Persona developed from interviewing key stakeholders
03.
Strategy
Defining the design north star
Aligned stakeholders on a unified product vision and phased delivery plan.
Created product vision document
Defined 3-phase delivery roadmap
Established design principles
04.
System Design Development
Building foundational components
Designed a component library from the ground up with field conditions as primary constraints.
Created token-based design system
Built 50+ reusable components
Designed for offline-first patterns
Design System Library for Components
05.
Interaction
Crafting efficient workflows
Redesigned core workflows to minimize cognitive load and reduce task completion time.
Simplified dashboard configuration from 8 steps to 3
Designed modal editing patterns reducing addition landing pages needed.
Created batch action interfaces
06.
Validation
User testing
Validated designs with stakeholders, technicians and target audiences in the field service industry.
Conducted 10 usability test remotely
A/B test to align with consistency and accessibility
Measured task completion improvements with new design frameworks
User Testing Results Provided by Helio
07.
Delivery
Shipping incremental value
Phased rollout with continuous measurement against satisfaction and efficiency metrics.
Launched Phase 1 in 6 months
Satisfaction rose to 85%
Task completion improved by 43%
Measurable Impact
The measurable impact of this work, tracked across key performance indicators defined at the start of the engagement.
0%User satisfaction score
0%Reduction in design inconsistencies
0+Design system components created
0%Sale increase in Europe markets
Images
Gomocha • FSM360, 2022 – 2024
Redesigning an established product is fundamentally different from building something new. The constraint is not imagination but migration. Every improvement must coexist with existing data, workflows, and user expectations.
Yes, you can book a free intro call through the "Get in Touch" or "Start a conversation" button. We'll discuss your goals, scope, and timeline to see if we're a good fit.
I offer product design, UX strategy, interface design, and visual storytelling, covering everything from research and wireframing to high-fidelity design and front-end implementation.
I leverage AI tools, design tools, web technologies, and branding strategies to build engaging and innovative digital experiences.
