Technician Tracker

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Overview

Product and UX identified an opportunity to improve the Technician Tracker experience by adding promotions and upsell offers while customers tracked their technician. The work started as a functional update (integrating a real-time map), then evolved into optimizing the page layout to support offer visibility and engagement.

Phase 1

For the first phase the goal was to update the original design of the Technician Tracker page to integrate Service Titan’s map which showed the location of where the Technician was when they were on their way to the customer’s house.

The original design had big blocks of the progress tracker which collided with the map which now had to be the main focus of the page and had to be mobile friendly. I changed the design from horizontal to vertical and making the text not so prominent.

The header was also updated to match the website so it was consistent.

Phase II

For the second phase there was a change in leadership and priorities. One of the new objectives/goals was to increase upsell and offers. The opportunity that was identified to showcase these ads was on the technician tracker page. Analytics showed that customers frequently checked on the page to see what the status was and so that was why this was a great opportunity to test and validate if this was a good opportunity or not.

Because we didn’t want customers to miss the ads, the tracker was redesigned to have more real estate above the fold, so the tracker was redesigned to be horizontal, again. This way the user would not miss seeing the ad.

Challenges

The web experience was straightforward since each service typically has a single tracker view, making it easy to keep offers above the fold across desktop and mobile web.

Mobile was more complex because users could have multiple services/jobs active at once, which made above-the-fold placement inconsistent and risked pushing key tracking content too far down.

Design

  • Map Integration (Web + App): Updated the tracker layout to embed the ServiceTitan map directly into the page for better visibility and context.

  • Promotion Placement Iterations: Changed the tracker from a vertical layout to a horizontal format so promotional content could sit above the fold.

  • Web Testing: Tested offer placement both above and below the tracker to compare visibility and interaction.

  • Mobile Strategy: Recommended showing a maximum of two services on the main Jobs page and introducing a promotional sheet that appears after ~5 seconds, while keeping the offer module accessible within the page below the visible jobs.