DMG Pro App

Powering Real-World Operations at Scale

Modernizing a technician platform to simplify workflows, improve job management, and scale field operations.

Role

Product designer

Team

Product manager, design manager, engineers

Timeline

June 2021 - April 2022

Sept. 2023 - March 2025

Key outcomes

50% less onboarding time, 47% less time for job matching, and 25% higher job completion rates

DMG PRO empowers technicians to access high-value jobs, boost utilization, and grow their business.

The system wasn’t built for speed, transparency, or scale—leading to lost time, errors, and frustrated technicians.

Problems

The technician workflow was slow, manual, and disjointed.

When a customer requested service, the process relied on phone calls and manual bidding between DMG account managers and providers. Only after the provider won the bid would the job show up in the InPosition app for the technician. From there, the technician had to manually check in, complete the job, and upload photos—often forgetting key steps like before/after verification, causing delays in job approval and payment.

This workflow created major pain points:

No visibility into technician availability or fit during dispatch
Slow job assignment with no automation
Frequent missed check-ins and incomplete documentation
Heavy operational load on account managers to manually coordinate jobs

Overview

DMG Pro, a mobile-first platform powering real-time operations for technicians in the commercial facilities management space, streamlined complex field operations into a seamless, reliable, and scalable experience. I partnered closely with product, engineering, and operational stakeholders to transform fragmented, manual processes into an intelligent, guided workflow—optimized for autonomy, speed, and accuracy.

Business needs

DMG operates a nationwide facilities maintenance marketplace, connecting enterprise clients with service providers and technicians. As the business scaled, its outdated technician tooling became a bottleneck—leading to operational inefficiencies, job delays, and verification gaps.

The system wasn’t built for speed, transparency, or scale

Problems

The technician workflow was slow, manual, and disjointed.

No visibility into technician availability or fit during dispatch
Slow job assignment with no automation
Frequent missed check-ins and incomplete documentation
Heavy operational load on account managers to manually coordinate jobs

Opportunities

Streamline job assignment with a smart matching engine based on technician skills, availability, and past performance—instead of manual phone calls.

Give technicians visibility and autonomy, allowing them to view and claim jobs faster, manage their schedules, and complete jobs more efficiently.

Standardize the job workflow with clear check-in/check-out steps, automatic photo prompts, and required documentation to ensure accurate job verification.

My role

Partnered closely with Product, Engineering, Operations, and SMEs to align business goals with user needs.

Facilitated stakeholder workshops, user research, and journey mapping to define pain points and opportunities.
Owned the creation of the information architecture, user flows, wireframes, prototypes, and developer-ready designs.
Worked hands-on in Figma, rapidly iterating from concepts to high-fidelity designs through continuous feedback loops.

Objectives

Streamline Technician Onboarding

Build a mobile-first, frictionless sign-up flow that simplifies getting started and reduces drop-off.

Automate Job Matching & Scheduling

Replace manual bidding with a smart matching engine that connects the right technician to the right job based on skills, availability, and past performance.

Standardize and Simplify the Job Workflow

Create a guided, step-by-step workflow for technicians—automating check-ins, documentation, and verification to reduce errors, disputes, and delays.

Discovery

Understanding the User

DMG supports a highly diverse technician network with varying levels of tech literacy, job types, and regional constraints. To deeply understand their needs, I conducted:

Field research with technicians and providers

Stakeholder workshops
Persona development to synthesize behavior patterns

Journey Map

What We Learned:

The process wasn’t designed for real-time operations or technician autonomy.
Critical steps like check-ins, before/after photos, and job verification were often missed.
Manual coordination was the bottleneck—slowing down the entire system.

This journey map became the foundation for our solution: automate where possible, simplify every step, and give technicians more control.

customer journey map shows the flows for our 4 customer segments: Provider, Provider assigned technician, individual technician and providers who also do the work

Journey Map

What We Learned:

The process wasn’t designed for real-time operations or technician autonomy.
Critical steps like check-ins, before/after photos, and job verification were often missed.
Manual coordination was the bottleneck—slowing down the entire system.

This journey map became the foundation for our solution: automate where possible, simplify every step, and give technicians more control.

customer journey map

Design

I focused on simplifying workflows while aligning with both technician needs and business goals.

Collaborated with users and stakeholders to define the information architecture
Mapped user flows across mobile and web platforms
Wireframed frictionless, mobile-first sign-up flow
Designed and built high-fidelity, clickable prototypes for the core technician workflows

Test, Learn, Iterate

To ensure the new workflows were intuitive, efficient, and reliable, I conducted multiple rounds of user testing with technicians

What We Tested:

Onboarding flow — first-time sign-up and account creation
Job check-in/check-out workflow — including photo capture, status updates, and verification steps
Navigation clarity — ease of accessing “My Jobs”, “Opportunities”, and “Profile”

Key Insights:

Users found the new navigation highly intuitive
Testing surfaced confusion around certain check-out steps, leading us to add clearer visual cues and progress indicators
Users appreciated the simplified onboarding but suggested improving confirmation screens and success feedback

Final solution

The final product is a mobile-first, system-driven platform that empowers technicians to work with autonomy, speed, and confidence, while driving operational efficiency for the business.