Field Service Management (FSM) Mobile App

FSM Mobile is the field-facing companion to Astreya's managed-services operation, the same operation the AES web platform coordinates from the back office. Astreya deploys hundreds of field technicians across enterprise buildings, often on large-scale client campuses, to handle hardware deployments, printer maintenance, AV inspections, network troubleshooting, and facility upkeep. Those technicians work against tight Service Level Agreements and rotate between multiple buildings in a single day, while managers need to know who is where, what is being worked on, and whether response times are on track.

The project set out to give the field workforce a single mobile application that unifies shift management, task execution, and performance tracking, and to give team leads a real-time command center over attendance, task pipelines, and technician performance. It spanned two distinct role-based portals, a technician experience built for speed in the field and a manager experience built for density and oversight, delivered across 50+ unique screens with a custom component library and fully interactive prototypes.

Managing Astreya's field technicians was fragmented, manual, and low on visibility, and the same gaps showed up across every part of the day.

There was no centralized shift tracking, so manual time logging led to payroll discrepancies and inaccurate labor reporting. Work orders from ticketing systems like GUTS and BRONCO were not surfaced in a mobile-friendly form, so technicians toggled between tools to find, start, and close tasks and risked missed assignments. Neither technicians nor managers had real-time SLA visibility, and every breach carried a direct contract and client-trust cost. There was no performance feedback loop, so technicians could not see their own quality scores or work-hour breakdowns and had no way to self-correct. Managers had no single view of who was clocked in, on PTO, or near breach, which made decisions reactive, and multi-building work with geo-validated check-ins was all handled ad hoc.

I designed a single, role-aware mobile application that gives each user only what their context demands, built on the MUI (Material UI) system adapted with Astreya's brand identity so it felt like an AES product while keeping Material's proven mobile usability patterns.

The technician portal is organized around the workday: Google SSO and permissions setup, geo-validated building check-in, a task dashboard with at-a-glance SLA and urgency metrics and a three-tab structure (Assigned, Unassigned, Pending), and rich task cards carrying ticket ID, source system, deployment type, estimated level of effort, and a live SLA countdown. A persistent bottom bar keeps the active building and running task timer visible at all times. From there the technician can start and stop work with ticket-sync-aware confirmations, create manual tasks, self-assign work, move tasks to Pending or Leave with reasons, take breaks, switch buildings, and end the shift, then review a personal profile with a quality score, attendance analytics, and a work-hour breakdown by ticketing system.

Designing two portals from one research base was the decision that paid off most. Splitting the technician and manager experiences let each interface serve its user's real context instead of forcing one layout to do two opposite jobs, and the shared component library kept them consistent without making them identical.

Getting the interaction friction right mattered as much as the visuals. On a field app, an accidental tap on start, stop, or end shift is expensive, so the confirmation-heavy pattern was worth the small cost in speed. The wording of those confirmations, especially around what does and does not sync back to the ticket, turned out to be as important as the flows themselves.