What is ServiceTitan?

ServiceTitan is a comprehensive software platform designed to efficiently manage service-based businesses. It incorporates proven industry best practices to help you streamline operations, boost sales, enhance customer satisfaction, reduce costs, and simplify overall business management.
During my time with the company, I have been a member of the CRM and Dispatch teams. My primary focus is on optimizing the front-end customer experience and managing technician logistics, particularly for maps and routing.

My role for this project

As the Lead Designer for this project, my responsibilities include overseeing design discussions with various stakeholders, particularly the developers, given the project's algorithmic nature.

Additionally, I collaborated with researchers to create a research guide, conducted preliminary design testing, and refined prototypes through both RITE testing and MAZE unmoderated testing.

What is DispatchPro?

Dispatch Pro is an optional product that customers can choose to add to their service plan for an additional cost per managed technician. This software solution leverages a dispatch board to identify the optimal resolution for each service request based on customer-defined settings.

The onboarding process for Dispatch Pro is currently a manual, client-specific procedure that can take anywhere from 1 to 4 hours to complete. Additionally, addressing support issues typically requires an average of 2 hours per case, making these two factors the primary obstacles on our path towards scaling for open beta, our next major milestone.

Dispatcher Role is Changing