In 60 Seconds
- •The Friction: If the app is hard to use, techs will revert to paper or doing it 'later'. 'Later' means 'Never'.
- •Required Fields: Use 'Hard Stops'. The tech cannot click 'Complete Job' until they have uploaded a Photo and collected a Signature.
- •Price Book Images: Don't make them scroll through text lists. Use photos for every service item. Techs are visual.
- •Speech-to-Text: Teach your techs to use the microphone button for notes. They won't type a paragraph, but they will dictate one.
- •The 'Presentation' Mode: The iPad isn't just for data entry. It is a sales tool. Build 'Good/Better/Best' option templates that they can show the homeowner.
You bought the expensive software. You bought the iPads. But your techs are still writing notes on napkins.
Why? User Experience (UX).
If the digital workflow is slower than the paper workflow, they won't use it. You must configure the app to be faster, smarter, and easier than the old way.
The Ideal Workflow
1. Arrival
- Action: Tech taps "Arrived."
- Automation: Customer gets text ("I'm here"). Office board updates to "Working." Time-clock starts.
2. Diagnosis (The Forms)
- Safety Check: A simple Yes/No checklist pop-up. (Ladder safe? Gas off?).
- Findings: Tech takes photos of the issue within the app.
- Constraint: App assumes "No Defect." Tech only has to mark "Defect."
3. Presentation (The Sale)
- The Menu: Tech presents 3 pre-built options (Repair, Replace, Upgrade).
- Visuals: Each option has a video explanation and a price.
- Signature: Customer signs on glass.
4. Completion (The Data)
- Payment: Credit card dipped in Bluetooth reader.
- Debrief: Tech speaks notes. "Customer has a dog named Rex. Gate code 1234."
Reducing "Clicks"
The #1 enemy is Click Fatigue. If it takes 15 clicks to add a part, your configuration is wrong.
- Favorites List: Put the Top 20 items (Freon, Capacitor, Washer) on the main screen.
- Kits: Create "Bundles". One click adds "Toilet Install" + "Wax Ring" + "Supply Line" + "Caulk".
Verification Checklist
- Offline Sync: Did you test the app in Airplane mode?
- Battery: Do they have car chargers? (Dead iPad = No Money).
- Lockdown: Use MDM (Mobile Device Management) to block Candy Crush and YouTube. The iPad is for work.
Common Mistakes
[!TIP] Digital Price Book Never let techs type in prices manually. Manual Price = "I'll guess $100." Price Book = "$149.00 Flat Rate." Use a managed price book to protect your margin.
- Training Failure: Showing them the app once is not enough. You need "Ride-Alongs" where the Manager watches them use it live.
- Not Protecting Devices: Buy the Otterbox Defender cases. These iPads will be dropped on concrete.
FAQ
Q: Can I make them use their personal phone? A: You can (BYOD), but it's risky. Battery issues, privacy issues, and "I didn't see the notification." Company hardware is better.
Q: What if they break the iPad? A: First one is an accident. Second one comes out of their tool allowance.
Sources and References
- ServiceTitan: Mobile App Best Practices - Workflow guides.
- Apple: iPad in Business - Deployment strategies.
Changelog
- 2024-07-22: Initial publication.
Read Next in This Hub:
- Automated Dispatching - Getting them there.
- Perfect Customer Record - What they see.
Related System:
- Automation Architecture - Configuring the UX.