Field Service CRM Redesign
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.
Gomocha's existing CRM 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 The interface was outdated, inconsistent, and built without a coherent design system.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.
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
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
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
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
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
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
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.
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.
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