Thermondo’s rapid scaling required a fundamental shift in how installations were planned.
I led the design of "Ellie," a centralized platform designed to coordinate 800+ field technicians and 12 agents, replacing a system of manual "patch solutions" with a flexible, high-visibility tool for heat pump installations.
Note: Due to internal product restrictions, images have been blurred to protect company information.
As Thermondo grew explosively, the existing tools couldn't handle the complexity of coordinating three different specialized teams over a 1-to-3-week installation window. Dispatchers were forced to create manual workarounds because the current system lacked scalability and basic usability.
The primary business friction was a lack of visibility; it was nearly impossible to see the real-time status of visits or field teams at a glance. This slowed down the entire coordination process and impacted customer availability planning.
For this project, a deep understanding of the whole process was critical to desing a new tool.
System Mapping: I created a detailed Service Blueprint to visualize the interconnections between different departments and the field technician's journey.
Active Collaboration: I made stakeholders and developers an active part of the design process through interviews and constant feedback loops, ensuring we weren't just building a tool, but a solution for their daily friction.
Systemic Standards: To ensure scalability, I built prototypes following Google Material and Atlassian standards, laying the groundwork for a consistent design system.
Aha! Moment: Early testing with multiple roles (agents, technicians, and stakeholders) allowed us to iterate fast and refine features specifically for the MVP, rather than over-engineering the solution.
The resulting MVP centralized information and provided the team with the much-needed flexibility to rearrange schedules and differentiate between multiple visit types based on specific house needs.
By establishing new design workflow and tooling standards, the project successfully reduced scheduling friction for 12 agents and 800+ technicians. This turned a complex, unscalable coordination process into a streamlined operational hub.
