DMG Pro App
Powering Real-World Operations at Scale
Modernizing a technician platform to simplify workflows, improve job management, and scale field operations.
Role
Product designer
Team
Product manager, design manager, engineers
Timeline
Key outcomes
50% less onboarding time, 47% less time for job matching, and 25% higher job completion rates
DMG PRO empowers technicians to access high-value jobs, boost utilization, and grow their business.
Overview
I worked on the end-to-end redesign of DMG Pro, a mobile-first platform powering real-time operations for technicians in the commercial facilities management space. The product—formerly known as InPosition—is how technicians interact with jobs, navigate workflows, and get paid.
Our goal was simple but critical: streamline complex field operations into a seamless, reliable, and scalable experience. I partnered closely with product, engineering, and operational stakeholders to transform fragmented, manual processes into an intelligent, guided workflow—optimized for autonomy, speed, and accuracy.
Business needs
DMG operates a nationwide facilities maintenance marketplace, connecting enterprise clients with service providers and technicians. As the business scaled, its outdated technician tooling became a bottleneck—leading to operational inefficiencies, job delays, and verification gaps.
The business needed a mobile platform that could:
Increase technician productivity and improve job throughput
Reduce operational overhead for dispatch and account teams
Improve job verification accuracy to reduce disputes and speed up payment cycles
Drive trust and transparency between customers, providers, and technicians
Enable technician autonomy while meeting strict service-level agreements (SLAs)
Opportunities
Streamline job assignment with a smart matching engine based on technician skills, availability, and past performance—instead of manual phone calls.
Give technicians visibility and autonomy, allowing them to view and claim jobs faster, manage their schedules, and complete jobs more efficiently.
Standardize the job workflow with clear check-in/check-out steps, automatic photo prompts, and required documentation to ensure accurate job verification.
My role
Partnered closely with Product, Engineering, Operations, and SMEs to align business goals with user needs.
Facilitated stakeholder workshops, user research, and journey mapping to define pain points and opportunities.
Owned the creation of the information architecture, user flows, wireframes, prototypes, and developer-ready designs.
Worked hands-on in Figma, rapidly iterating from concepts to high-fidelity designs through continuous feedback loops.
Objectives
Streamline Technician Onboarding
Build a mobile-first, frictionless sign-up flow that simplifies getting started and reduces drop-off.
Automate Job Matching & Scheduling
Replace manual bidding with a smart matching engine that connects the right technician to the right job based on skills, availability, and past performance.
Standardize and Simplify the Job Workflow
Create a guided, step-by-step workflow for technicians—automating check-ins, documentation, and verification to reduce errors, disputes, and delays.
Discovery
DMG supports a highly diverse technician network with varying levels of tech literacy, job types, and regional constraints. To deeply understand their needs, I conducted:
Field research with technicians and providers
Stakeholder workshops
Persona development to synthesize behavior patterns
Design
I focused on simplifying workflows while aligning with both technician needs and business goals.
Collaborated with users and stakeholders to define the information architecture, organizing the app around three primary navigation points: "My Jobs”, “Opportunities”, and “Profile” — giving technicians instant access to active jobs, available work, and account details.
Mapped user flows for both first-time users (onboarding) and returning users (job management) across mobile and web platforms.
Wireframed the onboarding experience, focusing on a frictionless, mobile-first sign-up flow that simplified what was previously a web-only, multi-step process.
Designed and built high-fidelity, clickable prototypes for the core technician workflows—including job check-in, check-out, photo verification, and job completion. These prototypes were tested with technicians to validate flow clarity and uncover friction before development.
Test, Learn, Iterate
To ensure the new workflows were intuitive, efficient, and reliable, I conducted multiple rounds of user testing with technicians
What We Tested:
Onboarding flow — first-time sign-up and account creation
Job check-in/check-out workflow — including photo capture, status updates, and verification steps
Navigation clarity — ease of accessing “My Jobs”, “Opportunities”, and “Profile”
Key Insights:
Users found the new navigation highly intuitive, with “My Jobs” as their main focus.
Testing surfaced confusion around certain check-out steps, leading us to add clearer visual cues and progress indicators.
Users appreciated the simplified onboarding but suggested improving confirmation screens and success feedback.
Improvements Made:
Added step indicators and confirmations within job flows.
Refined microcopy and iconography for faster task completion.
Enhanced error handling for offline scenarios and photo uploads.
Final solution
The final product is a mobile-first, system-driven platform that empowers technicians to work with autonomy, speed, and confidence, while driving operational efficiency for the business.
Impact
%
reduction in technician onboarding time
%
reduction in job dispatch time — from manual bidding to instant matching
%
increase In job completion rates
Allows technicians to register, submit required documentation, and start accepting jobs directly from the ap
Connects available techs to the right jobs faster
A better user experience, faster payments, and more autonomy
Reflection
This project was a lesson in designing for scale, trust, and operational efficiency. It reinforced how impactful it is to design not just for the user interface, but for the entire service ecosystem. Building a workflow that balances technician autonomy with business needs was critical to driving both user satisfaction and operational growth.