Case Study

WorkWave — Software For the Service Industry

My Role

Lead Product Designer for Mobile and Common Services



Job Type

Full-Time Employee


For nearly 40 years, WorkWave has been building best practices into its market-leading field service and last mile software solutions to allow companies to increase revenue and profit, and become best-in class operators who can outpace their competition. We support every stage of a business lifecycle including marketing, sales, service delivery, customer interaction and financial transactions.

The Situation

As a Sr. UX/UI Designer for WorkWave I focused primarily on the company's 3 mobile apps: PestPac – The leading software for Pest Control businesses and WorkWave's flagship products; WorkWave Service – WorkWave's dynamic solution for multiple verticals in the fields service industry including HVAC, landscaping and cleaning; and Route Manager – WorkWave's solution for last-mile delivery companies to optimize, schedule, track and keep record of their  routes.

Besides my work with mobile I have also worked on web based products and played a leading role in the planning and implementation of the company's Design System as well as multiple other design initiatives.

In this role I worked closely together with Product Managers and Developers to come up with solutions that would meet our users need,s our business goals and that were technically practical.
“Konrad has been instrumental in the evolution of our mobile applications platform. He's also taken on the design of additional projects. He is always willing to extend a hand whenever needed.”

Robin Prachar – UX Design manager

Mobile App Features

The majority of my time at WorkWave was spent focused on multiple features for the company's 3 mobile platforms, each one with it's own unique users and use cases. Each feature required a deep dive into the user's goals and needs in order to arrive at the best possible solution.
Here I have included some of the features I worked on across all 3 platforms. The general UI style was not chosen by me but rather my designs were meant to represent the apps look and feel at the time of my arrival, being able to only slowly add improvements and cleaning up the interface.

The Task

This feature was designed for PestPac and WorkWave Service, and it required us to come up with a solution that would allow users to fill out forms on mobile. The interface needed to be able to work for all custom forms, so we needed to give users just enough structure to guide them, but being careful not so limit what they could do, being that each form could be very different in its use and implementation. One of my goals with this feature was to create an experience that would allow users to navigate the forms without having to pinch and zoom (although they were able to do that as well), so I added 2 different types of navigation 1) back and forward arrows to quickly move to adjacent fields 2) A nav-menu to search and focus on fields that were spread out throughout the form.

I also added different modes to facilitate different flows the technician might find useful such as Default Mode (all fields), Required:Tech Mode and Required: Customer Mode.

View Prototype
The Task

This feature was designed for the PestPac product. I had to design a fully functional Sketch feature that allowed users to select a background (options included current location map and grid), draw freehand, add shapes and objects, plot devices that linked to existing pest capture devices in PestPac, indicate spray treatments and link to materials used, amongst other possibilities.

Constant collaboration with the dev teams was even more crucial during this project as it required multiple changes and improvements to make the design mor technically practical for developers to meet their deadline.

The Task

This feature was designed for WorkWave Service. Its goal was to allow field service team managers to effectively manage their technicians timesheets. The project began with a simple premise and required me to conduct multiple user interviews in order to fully understand what the user's required and how we could better design a solution for them.

The Task

This feature was designed for Route Manager and it aimed to enforce mobile users with specific customizable flows that the office user was able to create and implement.

Web App

Event though my main focus at WorkWave was the mobile platforms, I had the opportunity to take on a few additional projects for the web platforms as well. Some of these projects involved researching and producing a fully fledged out solution from the ground up.

The Task

The Omnichannel Communication Center started as an interesting idea that very quickly evolved as we in the design team applied ourselves to research and investigate what the real need was. We discovered that there were multiple different concepts that people in the company associated with the communication center, and were able to soon boil it down to the main functionality that needed to be implemented. Once we landed on our solution I was assigned to design an communication center that integrated with Twillio flex and allowed users (ie Customer Service Representatives) of PestPac and WorkWave Service to view the most valuable information in front of them when taking a customer call or replying to email/text.
The following are the designs for PestPac and WorkWave Service respectively, each one had their own set of constraints that limited what users could do and see.

The Task

I was approached by the team of one of WorkWave's most recently acquired companies, Slingshot and asked if I could come up with designs to allow QA admins to cretae and manage QA scorecards that could them be applied by QA Auditors to grade Customer Service Representatives interactions. These designs needed to be produced quickly, so I was able to complete them in under a week.

Tidal Design System

One of the biggest initiatives in the company during the time I've been around is without a doubt WorkWave's Design System initiative. It set the ambitious goal of bringing all the different styles and components of the different products and acquired companies into a single source of truth. The initiative included a complete Figma design library as well as a React code repository, and it involved redesigning and aligning all components and styles as well as creating new custom ones that would fit the needs of as many of the products as possible.
This initiative was spearheaded and lead by the UX team in which I had the opportunity of being a senior member.

Step 1: Product Audits

The step that allowed us to get the ball rolling before we had a full green light from the rest of the product team as the the audits. Each Design team member took time to go through the entirety of their product(s) and produce an audit of each component by category. I carried out the audit for all 3 mobile apps.

Step 2: Roadmap

Once the initiative gained traction and acceptance outside the UX Team we started strategizing the next few months and produced a roadmap for our design system.

Step 3: Name & Logo

One of the first steps in our newly created roadmap was coming up with a name and logo that would allow our initiative to continue its momentum across all departments in the organization. We wanted everyone in the company to participate and feel ownership over this initiative so we presented a series of polls and idea submission forms allowing employees to suggest and vote for their favorite ideas. We then created a few logo options and allowed the WorkWave community once again to select the winner. That's how we came up with Tidal Design System.

Step 4: Design Library

The next step was starting the actual Figma Design Library which we based on Material Design. Through multiple collaboration sessions we referred back to our product audits and started the arduous job of parsing, editing and creating the components of our system.

Current State

The Design System is continuously being worked on in order to add, edit and improve components. We are working to finish it and aim to have it done by this year (2022). The System will live in Figma as well as Zeroheight were it will be available for anyone across the company to access.

So... Wanna UX?

Drop me a line