OVERVIEW

40grid provides operational software for pest-control and environmental service companies, supporting workflows across CRM, inspections, quoting, scheduling, service delivery, billing, and customer communication.

When I joined, the technician mobile application technically supported core workflows but the overall experience had become fragmented. Interactions were disconnected, navigation lacked predictability, and the product structure made it difficult to integrate new functionality without increasing complexity for field users.

Rather than continuing incremental feature delivery, I reframed the problem as an experience architecture challenge. I introduced a structured interaction framework for the technician application that aligned workflows with how technicians actually operate in time-constrained environments, while establishing a scalable foundation for future roadmap evolution.

In parallel, I redesigned the service configuration and sales workflow model across the web platform, defining how inspections, quotes, service packages, and agreement closure operated as a coherent system across environments.

Together, this work stabilised the product foundation and enabled the platform to scale both operational execution and commercial workflows more effectively.

STRATEGIC FOCUS AREAS

• Technician mobile experience restructuring for real-world service execution contexts

• Service lifecycle architecture from inspection through agreement closure

• Sales workflow modelling across leads, opportunities, and service packages

• Cross-platform interaction alignment across mobile, tablet, and web

• Guided workflow design reducing ambiguity in time-critical field environments

• Roadmap stabilisation through structured experience frameworks

• Responsive interaction principles across technician and office workflows

• Automation through structured service and location attributes

• Component patterns supporting scalable mobile delivery

• Progressive rollout strategy aligned with engineering capacity constraints

APPROACH

Instead of extending an already fragmented mobile experience, I began by analysing how technicians moved through inspection, service execution, and payment workflows in real environments, identifying gaps between system structure and operational behaviour.

From this research, I proposed a guided interaction framework that reorganised the technician experience around predictable task progression rather than isolated feature entry points. This framework established a clearer roadmap structure, allowing the team to prioritise high-impact improvements in early releases while ensuring future functionality could integrate consistently within the same interaction model.

Because engineering capacity was limited, the redesign was delivered as a staged transformation rather than a single release. I defined which structural improvements were critical for immediate usability gains and which could be introduced progressively as part of later iterations, ensuring the platform could evolve without reintroducing fragmentation.

Alongside the technician experience, I led the redesign of the service configuration and sales workflows across the web platform. This included defining how inspections informed quotes, how services were structured into packages, and how agreements moved from proposal to closure within a consistent interaction model accessible across environments.

Together, these changes aligned operational execution and commercial workflows into a scalable product structure supporting both field teams and office users.

IMPACT

• Stabilised the technician mobile experience with a guided workflow framework supporting predictable task progression

• Enabled scalable integration of new functionality without increasing interaction complexity

• Improved alignment between inspection workflows, quoting logic, and service configuration

• Reduced ambiguity in field execution through structured navigation and interaction sequencing

• Established a consistent model for service package definition across sales workflows

• Strengthened roadmap clarity by introducing a framework supporting phased delivery under capacity constraints

• Improved cross-surface consistency between technician and office experiences

• Created reusable interaction patterns supporting faster delivery across mobile workflows environments

RESPONSIBILITIES

• Owned end-to-end experience architecture for the technician mobile application
• Reframed product direction from feature delivery to a guided workflow framework supporting scalable roadmap evolution
• Led service lifecycle redesign across inspection, quoting, service packages, and agreement closure
• Defined cross-platform interaction principles aligning technician, sales, CRM, and billing workflows
• Produced high-fidelity prototypes that influenced roadmap direction and replaced a non-scalable implementation approach
• Established phased delivery strategy aligned with engineering capacity constraints
• Introduced reusable interaction patterns supporting expansion of technician workflows
• Partnered with product and engineering leadership to prioritise structural improvements over incremental UI changes
• Ensured implementation fidelity through validation, documentation, and iterative release alignment