ServiceTitan rebuilt their mobile app for field technicians from scratch, cutting paperwork and manual entry while automating payments and guiding workflows. The team spent months in the field testing designs, prioritizing an experience technicians would actually want to use.
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Over 100 hours.
$40,000.
It matters how many buttons are on a screen, it matters how the user navigation flows, it matters what the user interaction design is like. Because ultimately it's a person that's using the app.
We wanted to build something where the technician actually raves about it. And if they go to work after a week of using our software and they forget their iPad, I want them to be upset. I want them to say, man, I forgot my service titan.
Apparently.
In terms of Service Titan Mobile, our goal was to build a unique experience just for the technician that's in the field.
The team that's currently working on the mobile product is bigger than the entire company was two years ago. And that should say something about how.
Important we feel mobile is.
The people that were using version 1 loved it.
We've automated a lot of the paperwork, the manual data entry, the manual payment processing.
Mobile is really what's helping all of that come together.
The tech is saving time, the office is saving time, and the customer is getting a far better experience.
We looked at that as an opportunity to say, hey, these are the amazing things that work with this. But let's pretend it doesn't exist and just start from scratch and reimagine it.
From the beginning, everything has been completely thought through from the ground up, suggesting.
Memberships, speech to text, predictive search, technician.
Dashboard pictures, videos, any number of custom forms.
Customers are used to having choices these days and our software is actually designed to be an intelligent option builder.
You click a button that says, basically this is presentation mode, and then you hand the iPad over.
You can steer the conversation in a way that allows the customer to think about the service that they're going to get, not what they're going to pay.
We really set out to build an experience that allowed the business owner to capture all their best practices, bring up.
Inspiration, offer three quotes.
It helps you drive that sale. You see much higher average revenue per job, you see huge increases in your conversion rate.
So not only is it, hey, let's just put these in a convenient location, let's literally put them in the exact order that we know you're going to go through.
We spent something like over 100 hours doing ride alongs with technicians.
By doing that, we were able to keep refining our design into something that technicians actually wanted to use because they informed the entire process.
The ability for a first time user who's never seen the app before to use the app and actually go through the process is something that we explicitly focus on.
When they see mobile 2.0, they think, I understand how to move through this I understand how to see all of the tools that I need and most importantly I understand how to use them.
Greener technicians, people who don't have as much experience either in trade or in delivering a great customer experience. It would completely change the game if you can give them a platform that allows them to deliver that amazing customer experience. Just like the besteks.
How the product looks will always be born out of how it's supposed to work. But yeah our product does look good too.
If you're going to be installing a new H VAC System 2 system installation that's going to be $40,000 it can't look like chicken scratch. It can't look like a DOS based legacy system. It has to look modern, it has to look beautiful.
When you look at the app when you go through the workflows you can really see how much thought went into it because it almost seems like any other way of doing it makes no sense.
