All case studies
Streamlining task management for non-technical users in challenging environments
Streamlining task management for non-technical users in challenging environments
Role
Senior Product Designer at Pego
Senior Product Designer at Pego
Senior Product Designer at Pego
Responsibilities
Strategy, UI/UX, Prototyping, Testing
Strategy, UI/UX, Prototyping, Testing
Strategy, UI/UX, Prototyping, Testing
Date
February 2025
February 2025
February 2025
Overview
Pego is a UK-based smart facilities management platform that connects buildings, operatives, and supervisors through real-time data. The mobile app is a critical touchpoint for cleaning operatives and team supervisors, enabling them to view, complete and report tasks on-site.
I led the ground-up redesign of the Operative Mobile App to address usability challenges, performance issues and accessibility gaps. Many users were not tech-savvy, faced language barriers and often worked in areas with poor or no internet connectivity - making simplicity, clarity, and reliability central design goals.
Pego is a UK-based smart facilities management platform that connects buildings, operatives, and supervisors through real-time data. The mobile app is a critical touchpoint for cleaning operatives and team supervisors, enabling them to view, complete and report tasks on-site.
I led the ground-up redesign of the Operative Mobile App to address usability challenges, performance issues and accessibility gaps. Many users were not tech-savvy, faced language barriers and often worked in areas with poor or no internet connectivity - making simplicity, clarity, and reliability central design goals.
Challenge
The existing app caused frustration and inefficiency for operatives working in high-pressure, low-connectivity environments.
The existing app caused frustration and inefficiency for operatives working in high-pressure, low-connectivity environments.
User pain points
Excessive steps required to complete or update tasks
Excessive steps required to complete or update tasks
Confusing navigation leading users to close and reopen the app repeatedly
Confusing navigation leading users to close and reopen the app repeatedly
Hidden gestures (like “swipe to complete”) that users were unaware of
Hidden gestures (like “swipe to complete”) that users were unaware of
Collapsible sections and unclear affordances hiding key information
Collapsible sections and unclear affordances hiding key information
Technical challenges
Slow loading, especially on large sites
Slow loading, especially on large sites
No offline capability, leaving some operatives unable to log tasks until they were on a stable internet connection
No offline capability, leaving some operatives unable to log tasks until they were on a stable internet connection
Data syncing delays causing discrepancies in reporting accuracy
Data syncing delays causing discrepancies in reporting accuracy
These issues directly impacted operational efficiency, data reliability, and user satisfaction, key drivers of Pego’s value proposition to facilities management clients.
These issues directly impacted operational efficiency, data reliability, and user satisfaction, key drivers of Pego’s value proposition to facilities management clients.
My approach
As the Senior Product Designer, I owned the end-to-end product design process, collaborating closely with Product Leadership, Engineering and Customer Success.
As the Senior Product Designer, I owned the end-to-end product design process, collaborating closely with Product Leadership, Engineering and Customer Success.
Research and discovery
Conducted qualitative interviews with operatives and supervisors to uncover usability and connectivity pain points
Conducted qualitative interviews with operatives and supervisors to uncover usability and connectivity pain points
Analysed task completion data to identify inefficiencies in the current workflow
Analysed task completion data to identify inefficiencies in the current workflow
Observed real-world app usage in low-signal environments to inform offline mode requirements
Observed real-world app usage in low-signal environments to inform offline mode requirements
Ideation and strategy
Re-mapped user flows to reduce steps and eliminate redundant navigation loops
Re-mapped user flows to reduce steps and eliminate redundant navigation loops
Designed visible task action patterns (including a Complete all button) to replace hidden gestures
Designed visible task action patterns (including a Complete all button) to replace hidden gestures
Validated an offline-first architecture with Engineering, enabling operatives to continue working seamlessly without an internet connection
Validated an offline-first architecture with Engineering, enabling operatives to continue working seamlessly without an internet connection
Design execution
Developed a mobile Figma design system focused on accessibility, clarity and responsive design
Developed a mobile Figma design system focused on accessibility, clarity and responsive design
Prototyped high-fidelity task flows (including offline and sync states) for validation with key stakeholders
Prototyped high-fidelity task flows (including offline and sync states) for validation with key stakeholders
Impact
35–40% faster task completion time
35–40% faster task completion time
Significant reduction in user frustration and support requests
Significant reduction in user frustration and support requests
Seamless operation in low-connectivity areas through offline-first design
Seamless operation in low-connectivity areas through offline-first design
Improved data accuracy and reliability for supervisors and site managers
Improved data accuracy and reliability for supervisors and site managers
Higher adoption among non-technical users due to clearer, simpler interactions
Higher adoption among non-technical users due to clearer, simpler interactions
Key takeaways
Designing for low digital literacy and low connectivity demands both UX empathy and architectural foresight
Designing for low digital literacy and low connectivity demands both UX empathy and architectural foresight
Introducing offline mode not only improved usability, it directly enhanced Pego’s operational performance and reliability as a product in different environments
Introducing offline mode not only improved usability, it directly enhanced Pego’s operational performance and reliability as a product in different environments
Early collaboration with Engineering ensured feasibility and high-impact delivery within existing resource constraints
Early collaboration with Engineering ensured feasibility and high-impact delivery within existing resource constraints