SASS Product
AI Enhancements
Modernizing ReachOut for HVAC Enterprise Efficiency
A leading HVAC enterprise with 1000+ field agents is interested in a customized version of ReachOut Suite. While impressed with the current features, they require:
A clean, minimal, and modern UI to replace the outdated design.
AI-powered enhancements to streamline daily tasks like job management, CRM, and inspections.
Finder
File
Edit
View
Go
Window
Help
Mon Jun 22
9:41 AM
http://reachoutsuite.com
ABOUT
THE PROJECT
ReachOut Suite is a comprehensive field service management software designed to streamline operations for service businesses. It offers a range of features to enhance efficiency and customer satisfaction
Centralized CRM: Manage all customer data in one place, enabling technicians to provide superior service with a clear view of customer interactions and tasks.
Built-In Inventory System: Access complete inventory data, manage returns and allocations to field agents, and track inventory logs for efficient inventory and cost management.
Mobile Field Service App: Empower field technicians with instant job notifications, optimized route options, access to checklists, quick quote and invoice generation, and offline data capture capabilities.
Customer Portal: Provide customers with a self-service hub to submit service requests directly, while admins can oversee and manage these requests efficiently.
Goals
Redesign and enhance ReachOut Suite with a clean, modern UI and AI-powered features tailored for large-scale HVAC enterprises. The goal is to improve usability and operational efficiency for over 1000+ field agents. The client has requested to see the customized solution in action as soon as possible before signing the contract.
My Role as
SENIOR
UI/UX DESIGNER
My responsibilities
Create modern, clean, and minimal UI mockups to replace the current outdated interface.
Identify key workflows (Jobs, CRM, Inspections) where AI can be integrated to reduce manual effort and improve efficiency.
Work closely with Stakeholders to align design with business needs and user expectations.
Use Lean UX principles to iterate quickly based on feedback and deliver a demo-ready version as soon as possible.
Ensure the new experience supports Scalability and ease of use for 1000+ field agents.
Agile & User-Centered Design
Wireframing, High Fidelity Mockups with Interactions, Test & Iterate
This project follows an Agile UX approach, ensuring rapid iterations and continuous improvements. Given the short timeline, I leveraged Lean UX principles, focusing on hypothesis-driven design and quick wireframing to explore potential solutions. This allowed us to validate ideas efficiently and develop a system that effectively addresses the end-user's challenge of manual payment processing—all within two weeks.
Week 1
Week 1
Week 2
Week 2
Week 3
Ideation & Research
Rapid Prototyping (Wireframe) - Not MY Part
Research
Visual Designing with Interactions
Usability Testing
Final Review
Iterate
Team Collaborations
User flow, IA
Wireframing, Mockup & Prototyping
Wireframes
Skeleton wireframes
Skeleton wireframes are useful in quick scenarios as they speed up iteration, focus on structure, simplify collaboration, enable quick stakeholder feedback, and reduce rework by validating core user flows early.
User Insights
Call Summary - Key Points: Usability Insights
About the Client
A leading HVAC enterprise managing 1000+ field agents across various services.
Onboarding should be simple to ensure users can quickly get up to speed with the wallet features.
Primary Requirements
A modern, clean, and minimal UI to replace the outdated interface
Integration of AI features to automate and speed up tasks such as job scheduling, CRM handling, and inspections.
Challenges
The client wants to see the customized solution in action as soon as possible before signing the final contract
Thank you for watching the case study ❤️
If you have any further questions or would like to learn more about our design process, feel free to reach out to the design team.
Impact
Impact After Present the Initial Draft Idea
The client was highly impressed with the clean, modern design direction compared to their existing interface. They particularly appreciated the thoughtful integration of AI to streamline key workflows—recognizing its potential to significantly boost efficiency for their field agents. The proactive approach and clarity in showcasing complex tasks in a simplified manner helped build strong trust and excitement toward moving forward with the solution.
Old Interface
New Interfaces
What's Next
As the current scope focuses on presenting initial design concepts, the next crucial step is to conduct in-depth user research to uncover real customer pain points and validate assumptions. This will help us move beyond hypothesis-driven design and craft a solution grounded in actual user behavior and business needs.
A focused brainstorming and alignment phase with stakeholders is also essential to define priorities, constraints, and timelines—ensuring the final solution is not only innovative but also feasible and scalable within the client's operational framework.
Prioritization
Feature Prioritization (MoSCoW Method) — Structured Delivery Within 1 Weeks
This project was initiated based on an initial discovery call with the client. As of now, the design direction is based on assumptions and early insights. Our aim is to rapidly produce clean, interactive mockups to showcase design variations, gather targeted feedback, and validate our approach. This will help us move into the next phase with deeper user research and a clear understanding of functional priorities.
Must-Have
Modern, Clean, and Minimal UI
AI-Powered Job Management
Real-Time Job Tracking
AI Based Alerts
Quick Demo-Ready Version
Should-Have
To having user centric good to create user personas based on real insight from the client
Auto-fill feature to speed up work flow using Gen AI
Spending Analytics Dashboard
Could-Have
Voice-to-Text for Job Notes
AI-driven tool that suggests optimal job assignments based on agent location, availability, and skillset.
Light gamification to boost motivation—badges, leaderboards, or monthly performance stats.
Dark Mode
Visual Design With Interactions
This project was initiated based on an initial discovery call with the client. Since the requirements are still evolving, much of the work is currently driven by assumptions and early understanding. We have reused previously created mockups aligned with the same concept and extended them with progressive disclosure to include additional features like estimates, assets, and other job-related details.
The goal is to quickly deliver polished, interactive mockups to collect meaningful feedback, validate our approach, and guide the next phase of deeper research and analysis.
View Prototype