B2B
DISPATCHER WORKFLOW
Created a centralized job management hub by establishing a clear, standardized dispatcher workflow, eliminating the need to switch between multiple flows, and structuring the experience to seamlessly support multi-visit jobs in future releases.
Role
Product designer
Industry
Field Service
Company
Method CRM
My responsibilities
From concept to release 0->1
OUTCOMES :
+18%
WAU for Field service apps
+25%
Adoption of multi-technician assignment (first 4 weeks)
+22%
Engagement of stock workflow
Qualitative Outcomes
Created a clearly defined, repeatable dispatcher workflow.
Delivered a one-stop job management space for dispatchers to create, view, and manage job details without leaving the screen.
CHALLENGE :
Only 25% of weekly users engaged with Method’s Field Service apps. Dispatchers had no standardized way to manage jobs that required multiple visits, leading to:
Jumping between multiple screens to manage a single job.
Re-entering the same details for each visit.
Losing visibility into job progress when work spanned multiple days or technicians.
The result was fragmented workflows, poor adoption of stock features, and heavy reliance on costly partner-built customizations.
CONSTRAINTS :
No-code platform limitations
Core workflows had to fit within existing no-code components.
Component Gaps
The current calendar relies on the activities table and offers only basic functionality, which is prone to bugs.Some features are impossible to customize due to our no-code limitations and so we lack table stakes in comparison to competitors like jobber
Stock Workflow Gaps
Lacks native support for multiple work orders or visits, resulting in fragmented workflows.Essential features expected out-of-the-box are missing, forcing users to pay for what should be standard.
Onboarding
Users are lost during their initial experience with Method.Increase adoption and engagement with Field Service apps without requiring custom builds.
MY APPROACH
My approach combined dispatcher personas, competitive research, and user interviews for qualitative insights, while also analyzing existing usage metrics to ground design decisions in real data.
Personas
Primary Persona
Dispatcher Diane – Responsible for creating and updating job records. Needs speed, visibility, and minimal screen switching.
Field Crew Frank – Receives and executes job details provided by the dispatcher. Relies on accurate, up-to-date information to avoid delays and rework
Secondary Persona
Customer Chris – Interacts with the business and expects timely, professional service.
QUALITATIVE DATA GATHERING
Reviewed existing feature requests, churn reasons, support cases, and in-app chat transcripts to identify recurring pain points.
Found consistent themes around fragmented workflows, manual duplication for multi-visit jobs, and missing out-of-the-box functionality.
Insights confirmed that dispatchers need a centralized hub and a linked visit structure to manage complex jobs without switching screens or re-entering data.
They wanted to streamline the flow from quote → work order → invoice → sign-off sheet with minimal clicks and maximum automation.
Preference for systems with pre-configured workflows and reduced need for customization.
Ability to convert a work order into a purchase order, pulling over job line details.
Initial Designs
Extended the job management hub to store multiple visits under a single job.
Updated the work order structure so shared job details are stored once, while visit-specific details are independent.
Added a “Visits” section in the job record for creating, viewing, and updating visits.
Ideal designs weren’t implemented due to no-code limitations, and we prioritized releasing a workable version to customers to gather iterative feedback.
Video Walkthrough: Our CEO wasn’t always available for live user testing, I recorded an async walkthrough of the multi-visits happy path. His field service experience helped validate the workflow against real-world needs.
User testing
Key contributors
as they see firsthand what’s missing from stock workflows.
Partners — Members of our Partnership Program who customize Method’s no-code platform for industry-specific workflows and sell those solutions to other businesses.
Professional Services Team – An internal team dedicated to customizing our no-code platform for unique or highly specialized workflows that aren’t well served by larger, off-the-shelf solutions.
CEO Involvement – Our CEO personally participated in user testing sessions, leveraging his experience from running and selling a successful field service company. His industry background provided critical insight into the day-to-day realities of managing multi-visit workflows and helped validate the final approach.
If I'm scheduling somebody, I'd also wanna be able to see what their calendar is...I wanna see all the estimators to see who's available...I wanna be able to filter by discipline.
If I'm scheduling somebody, I'd also wanna be able to see what their calendar is...I wanna see all the estimators to see who's available...I wanna be able to filter by discipline.
If I'm scheduling somebody, I'd also wanna be able to see what their calendar is...I wanna see all the estimators to see who's available...I wanna be able to filter by discipline.
They can start a job in work orders...It would be nice to have a single point...a primary way of doing it that is the best practice.
They can start a job in work orders...It would be nice to have a single point...a primary way of doing it that is the best practice.
They can start a job in work orders...It would be nice to have a single point...a primary way of doing it that is the best practice.
Job management creation
0%
0%
Satisfaction completion Rate
Adding visits to Work order
0%
0%
Satisfaction completion rate
what's the difference between invoice later or most one completion like. I don't know if that's necessarily clear...what if they chose? Invoice later? And then they just forgot to do it. How do they make sure they never, ever forget to invoice the work?
John sandy
Owner
what's the difference between invoice later or most one completion like. I don't know if that's necessarily clear...what if they chose? Invoice later? And then they just forgot to do it. How do they make sure they never, ever forget to invoice the work?
John sandy
Owner
what's the difference between invoice later or most one completion like. I don't know if that's necessarily clear...what if they chose? Invoice later? And then they just forgot to do it. How do they make sure they never, ever forget to invoice the work?
John sandy
Owner
Final iteration
Simplified stakeholder flow — Condensed “happy path” version to quickly communicate the core journey and value without overwhelming non-technical stakeholders.
Job creation
Note:Zoom in to view details.
Creation of a job request under job management
ESTIMATE VISIT
Note:Zoom in to view details.
Creating and managing estimates within the job management screen.
Work order & multi-visit creation
Note:Zoom in to view details.
Enabling multi-visit scheduling from a single work order entry
Invoicing
Note:Zoom in to view details.
Intermediary screen for managing change orders and visit-level billing before invoice creation.
Product metric
Product Metric Focus: Proof of Life via Value Delivery
Primary Metric
Week-4 Retention as a proxy for value realization and recurring engagement
Supporting Metrics
% of users completing a full workflow (job created → scheduled → completed → invoiced)
Median number of jobs completed per user by Week 2 and Week 4
% of users who invoice within 7 days of job creation
RELEASE PLAN
KEY LEARNINGS
Cross-persona mapping prevents blind spots
By designing flows that included Dispatcher Diane, Field Crew Frank, and Customer Chris, we caught gaps that would have caused downstream friction (e.g., unclear visit status updates for customers).
Complex → simplified storytelling is critical
Building both a detailed UX flow for design/dev and a happy path stakeholder flow kept everyone aligned without drowning executives in complexity.
Qualitative insights drive the “why”
Reviewing feature requests, churn reasons, support cases, and chat transcripts gave us direct evidence of user pain points — especially around fragmented workflows and duplicate data entry.
Terminology matters
Early user testing revealed confusion between “Job” and “Visit.” Adjusting the language improved understanding and reduced onboarding friction.
© Copyright 2025 ELAINE CHOW
B2B
DISPATCHER WORKFLOW
Created a centralized job management hub by establishing a clear, standardized dispatcher workflow, eliminating the need to switch between multiple flows, and structuring the experience to seamlessly support multi-visit jobs in future releases.
Role
Product designer
Industry
Field Service
Company
Method CRM
My responsibilities
From concept to release 0->1
OUTCOMES :
+18%
WAU for Field service apps
+25%
Adoption of multi-technician assignment (first 4 weeks)
+22%
Engagement of stock workflow
Qualitative Outcomes
Created a clearly defined, repeatable dispatcher workflow.
Delivered a one-stop job management space for dispatchers to create, view, and manage job details without leaving the screen.
CHALLENGE :
Only 25% of weekly users engaged with Method’s Field Service apps. Dispatchers had no standardized way to manage jobs that required multiple visits, leading to:
Jumping between multiple screens to manage a single job.
Re-entering the same details for each visit.
Losing visibility into job progress when work spanned multiple days or technicians.
The result was fragmented workflows, poor adoption of stock features, and heavy reliance on costly partner-built customizations.
CONSTRAINTS :
No-code platform limitations
Core workflows had to fit within existing no-code components.
Component Gaps
The current calendar relies on the activities table and offers only basic functionality, which is prone to bugs.Some features are impossible to customize due to our no-code limitations and so we lack table stakes in comparison to competitors like jobber
Stock Workflow Gaps
Lacks native support for multiple work orders or visits, resulting in fragmented workflows.Essential features expected out-of-the-box are missing, forcing users to pay for what should be standard.
Onboarding
Users are lost during their initial experience with Method.Increase adoption and engagement with Field Service apps without requiring custom builds.
MY APPROACH
My approach combined dispatcher personas, competitive research, and user interviews for qualitative insights, while also analyzing existing usage metrics to ground design decisions in real data.
Personas
Primary Persona
Dispatcher Diane – Responsible for creating and updating job records. Needs speed, visibility, and minimal screen switching.
Field Crew Frank – Receives and executes job details provided by the dispatcher. Relies on accurate, up-to-date information to avoid delays and rework
Secondary Persona
Customer Chris – Interacts with the business and expects timely, professional service.
QUALITATIVE DATA GATHERING
Reviewed existing feature requests, churn reasons, support cases, and in-app chat transcripts to identify recurring pain points.
Found consistent themes around fragmented workflows, manual duplication for multi-visit jobs, and missing out-of-the-box functionality.
Insights confirmed that dispatchers need a centralized hub and a linked visit structure to manage complex jobs without switching screens or re-entering data.
They wanted to streamline the flow from quote → work order → invoice → sign-off sheet with minimal clicks and maximum automation.
Preference for systems with pre-configured workflows and reduced need for customization.
Ability to convert a work order into a purchase order, pulling over job line details.
Initial Designs
Extended the job management hub to store multiple visits under a single job.
Updated the work order structure so shared job details are stored once, while visit-specific details are independent.
Added a “Visits” section in the job record for creating, viewing, and updating visits.
Ideal designs weren’t implemented due to no-code limitations, and we prioritized releasing a workable version to customers to gather iterative feedback.
Video Walkthrough: Our CEO wasn’t always available for live user testing, I recorded an async walkthrough of the multi-visits happy path. His field service experience helped validate the workflow against real-world needs.
User testing
Key contributors
as they see firsthand what’s missing from stock workflows.
Partners — Members of our Partnership Program who customize Method’s no-code platform for industry-specific workflows and sell those solutions to other businesses.
Professional Services Team – An internal team dedicated to customizing our no-code platform for unique or highly specialized workflows that aren’t well served by larger, off-the-shelf solutions.
CEO Involvement – Our CEO personally participated in user testing sessions, leveraging his experience from running and selling a successful field service company. His industry background provided critical insight into the day-to-day realities of managing multi-visit workflows and helped validate the final approach.
If I'm scheduling somebody, I'd also wanna be able to see what their calendar is...I wanna see all the estimators to see who's available...I wanna be able to filter by discipline.
If I'm scheduling somebody, I'd also wanna be able to see what their calendar is...I wanna see all the estimators to see who's available...I wanna be able to filter by discipline.
If I'm scheduling somebody, I'd also wanna be able to see what their calendar is...I wanna see all the estimators to see who's available...I wanna be able to filter by discipline.
They can start a job in work orders...It would be nice to have a single point...a primary way of doing it that is the best practice.
They can start a job in work orders...It would be nice to have a single point...a primary way of doing it that is the best practice.
They can start a job in work orders...It would be nice to have a single point...a primary way of doing it that is the best practice.
Job management creation
0%
0%
Satisfaction completion Rate
Adding visits to Work order
0%
0%
Satisfaction completion rate
what's the difference between invoice later or most one completion like. I don't know if that's necessarily clear...what if they chose? Invoice later? And then they just forgot to do it. How do they make sure they never, ever forget to invoice the work?
John sandy
Owner
what's the difference between invoice later or most one completion like. I don't know if that's necessarily clear...what if they chose? Invoice later? And then they just forgot to do it. How do they make sure they never, ever forget to invoice the work?
John sandy
Owner
what's the difference between invoice later or most one completion like. I don't know if that's necessarily clear...what if they chose? Invoice later? And then they just forgot to do it. How do they make sure they never, ever forget to invoice the work?
John sandy
Owner
Final iteration
Simplified stakeholder flow — Condensed “happy path” version to quickly communicate the core journey and value without overwhelming non-technical stakeholders.
Job creation
Note:Zoom in to view details.
Creation of a job request under job management
ESTIMATE VISIT
Note:Zoom in to view details.
Creating and managing estimates within the job management screen.
Work order & multi-visit creation
Note:Zoom in to view details.
Enabling multi-visit scheduling from a single work order entry
Invoicing
Note:Zoom in to view details.
Intermediary screen for managing change orders and visit-level billing before invoice creation.
Product metric
Product Metric Focus: Proof of Life via Value Delivery
Primary Metric
Week-4 Retention as a proxy for value realization and recurring engagement
Supporting Metrics
% of users completing a full workflow (job created → scheduled → completed → invoiced)
Median number of jobs completed per user by Week 2 and Week 4
% of users who invoice within 7 days of job creation
RELEASE PLAN
KEY LEARNINGS
Cross-persona mapping prevents blind spots
By designing flows that included Dispatcher Diane, Field Crew Frank, and Customer Chris, we caught gaps that would have caused downstream friction (e.g., unclear visit status updates for customers).
Complex → simplified storytelling is critical
Building both a detailed UX flow for design/dev and a happy path stakeholder flow kept everyone aligned without drowning executives in complexity.
Qualitative insights drive the “why”
Reviewing feature requests, churn reasons, support cases, and chat transcripts gave us direct evidence of user pain points — especially around fragmented workflows and duplicate data entry.
Terminology matters
Early user testing revealed confusion between “Job” and “Visit.” Adjusting the language improved understanding and reduced onboarding friction.
© Copyright 2025 ELAINE CHOW
B2B
DISPATCHER WORKFLOW
Created a centralized job management hub by establishing a clear, standardized dispatcher workflow, eliminating the need to switch between multiple flows, and structuring the experience to seamlessly support multi-visit jobs in future releases.
Role
Product designer
Industry
Field Service
Company
Method CRM
My responsibilities
From concept to release 0->1
OUTCOMES :
+18%
WAU for Field service apps
+25%
Adoption of multi-technician assignment (first 4 weeks)
+22%
Engagement of stock workflow
Qualitative Outcomes
Created a clearly defined, repeatable dispatcher workflow.
Delivered a one-stop job management space for dispatchers to create, view, and manage job details without leaving the screen.
CHALLENGE :
Only 25% of weekly users engaged with Method’s Field Service apps. Dispatchers had no standardized way to manage jobs that required multiple visits, leading to:
Jumping between multiple screens to manage a single job.
Re-entering the same details for each visit.
Losing visibility into job progress when work spanned multiple days or technicians.
The result was fragmented workflows, poor adoption of stock features, and heavy reliance on costly partner-built customizations.
CONSTRAINTS :
No-code platform limitations
Core workflows had to fit within existing no-code components.
Component Gaps
The current calendar relies on the activities table and offers only basic functionality, which is prone to bugs.Some features are impossible to customize due to our no-code limitations and so we lack table stakes in comparison to competitors like jobber
Stock Workflow Gaps
Lacks native support for multiple work orders or visits, resulting in fragmented workflows.Essential features expected out-of-the-box are missing, forcing users to pay for what should be standard.
Onboarding
Users are lost during their initial experience with Method.Increase adoption and engagement with Field Service apps without requiring custom builds.
MY APPROACH
My approach combined dispatcher personas, competitive research, and user interviews for qualitative insights, while also analyzing existing usage metrics to ground design decisions in real data.
Personas
Primary Persona
Dispatcher Diane – Responsible for creating and updating job records. Needs speed, visibility, and minimal screen switching.
Field Crew Frank – Receives and executes job details provided by the dispatcher. Relies on accurate, up-to-date information to avoid delays and rework
Secondary Persona
Customer Chris – Interacts with the business and expects timely, professional service.
QUALITATIVE DATA GATHERING
Reviewed existing feature requests, churn reasons, support cases, and in-app chat transcripts to identify recurring pain points.
Found consistent themes around fragmented workflows, manual duplication for multi-visit jobs, and missing out-of-the-box functionality.
Insights confirmed that dispatchers need a centralized hub and a linked visit structure to manage complex jobs without switching screens or re-entering data.
They wanted to streamline the flow from quote → work order → invoice → sign-off sheet with minimal clicks and maximum automation.
Preference for systems with pre-configured workflows and reduced need for customization.
Ability to convert a work order into a purchase order, pulling over job line details.
Initial Designs
Extended the job management hub to store multiple visits under a single job.
Updated the work order structure so shared job details are stored once, while visit-specific details are independent.
Added a “Visits” section in the job record for creating, viewing, and updating visits.
Ideal designs weren’t implemented due to no-code limitations, and we prioritized releasing a workable version to customers to gather iterative feedback.
Video Walkthrough: Our CEO wasn’t always available for live user testing, I recorded an async walkthrough of the multi-visits happy path. His field service experience helped validate the workflow against real-world needs.
User testing
Key contributors
as they see firsthand what’s missing from stock workflows.
Partners — Members of our Partnership Program who customize Method’s no-code platform for industry-specific workflows and sell those solutions to other businesses.
Professional Services Team – An internal team dedicated to customizing our no-code platform for unique or highly specialized workflows that aren’t well served by larger, off-the-shelf solutions.
CEO Involvement – Our CEO personally participated in user testing sessions, leveraging his experience from running and selling a successful field service company. His industry background provided critical insight into the day-to-day realities of managing multi-visit workflows and helped validate the final approach.
If I'm scheduling somebody, I'd also wanna be able to see what their calendar is...I wanna see all the estimators to see who's available...I wanna be able to filter by discipline.
If I'm scheduling somebody, I'd also wanna be able to see what their calendar is...I wanna see all the estimators to see who's available...I wanna be able to filter by discipline.
If I'm scheduling somebody, I'd also wanna be able to see what their calendar is...I wanna see all the estimators to see who's available...I wanna be able to filter by discipline.
They can start a job in work orders...It would be nice to have a single point...a primary way of doing it that is the best practice.
They can start a job in work orders...It would be nice to have a single point...a primary way of doing it that is the best practice.
They can start a job in work orders...It would be nice to have a single point...a primary way of doing it that is the best practice.
Job management creation
0%
0%
Satisfaction completion Rate
Adding visits to Work order
0%
0%
Satisfaction completion rate
what's the difference between invoice later or most one completion like. I don't know if that's necessarily clear...what if they chose? Invoice later? And then they just forgot to do it. How do they make sure they never, ever forget to invoice the work?
John sandy
Owner
what's the difference between invoice later or most one completion like. I don't know if that's necessarily clear...what if they chose? Invoice later? And then they just forgot to do it. How do they make sure they never, ever forget to invoice the work?
John sandy
Owner
what's the difference between invoice later or most one completion like. I don't know if that's necessarily clear...what if they chose? Invoice later? And then they just forgot to do it. How do they make sure they never, ever forget to invoice the work?
John sandy
Owner
Final iteration
Simplified stakeholder flow — Condensed “happy path” version to quickly communicate the core journey and value without overwhelming non-technical stakeholders.
Job creation
Note:Zoom in to view details.
Creation of a job request under job management
ESTIMATE VISIT
Note:Zoom in to view details.
Creating and managing estimates within the job management screen.
Work order & multi-visit creation
Note:Zoom in to view details.
Enabling multi-visit scheduling from a single work order entry
Invoicing
Note:Zoom in to view details.
Intermediary screen for managing change orders and visit-level billing before invoice creation.
Product metric
Product Metric Focus: Proof of Life via Value Delivery
Primary Metric
Week-4 Retention as a proxy for value realization and recurring engagement
Supporting Metrics
% of users completing a full workflow (job created → scheduled → completed → invoiced)
Median number of jobs completed per user by Week 2 and Week 4
% of users who invoice within 7 days of job creation
RELEASE PLAN
KEY LEARNINGS
Cross-persona mapping prevents blind spots
By designing flows that included Dispatcher Diane, Field Crew Frank, and Customer Chris, we caught gaps that would have caused downstream friction (e.g., unclear visit status updates for customers).
Complex → simplified storytelling is critical
Building both a detailed UX flow for design/dev and a happy path stakeholder flow kept everyone aligned without drowning executives in complexity.
Qualitative insights drive the “why”
Reviewing feature requests, churn reasons, support cases, and chat transcripts gave us direct evidence of user pain points — especially around fragmented workflows and duplicate data entry.
Terminology matters
Early user testing revealed confusion between “Job” and “Visit.” Adjusting the language improved understanding and reduced onboarding friction.
© Copyright 2025 ELAINE CHOW