AI-Native CRM/FSM for Field Professionals
About
My Role
UX/UI Design Intern
Timeline
Torrence, CA, June 2025 - Present
Team
Solo Designer
NextPros helps independent pros and small teams manage jobs and customer. My role focused on supporting 0→1 product design as well as designing AI-driven user experiences that reduce cognitive load through intuitive workflows, contextual actions, and hands-free interactions across mobile and desktop.
Current Problem
Managing work shouldn’t feel like managing software.
Field service professionals juggle scheduling, invoices, customer communication, and business operations across fragmented tools while working in fast-paced environments. Existing CRM platforms often add complexity instead of helping pros stay focused on the job.
Source: Jobber CRM, Iphone note, Google Excel, Google Maps
Design Opportunity & Principles
What if the CRM/FSM acted more like an assistant?
Rather considering CRM/FSM as a manual management, I explored how AI, contextual actions, and hands-free interactions could create a more proactive and simple experience.
Design for Physical Workflows
Support users working on-site, moving, driving, and multitasking.
Support different use cases in different scenarios as an ecosystem.
Surface the Next Action
Guide users toward what matters most in the moment.
AI as Collaboration
AI streamlines tasks through
contextual automation and voice interaction.
The Challenge
Will pros actually trust and use AI in their everyday workflow?
One of the biggest challenges was designing AI interactions that feel genuinely useful rather than disruptive or gimmicky, especially since many field service professionals are accustomed to traditional workflows and may be skeptical of AI-driven tools.
To address this, we explored AI as an embedded overlay and supporting layer within everyday workflows—gradually introducing AI-assisted interactions before evolving toward a more fully integrated “AI Mode” experience in the future.
User Experience Design Highlights
01.
AI-Native Interaction Layer
AI as an embedded layer, surfacing outputs through contextual visuals.
Conversational AI
Turning complex workflows into simple conversations
Helps users manage jobs, invoices, scheduling, and customer information through natural language interactions.
II. Voice AI
Hands-free interaction for physical work environments
Voice-first interactions for field service professionals who are frequently driving, multitasking, or working on-site.
02.
Dynamic CTA System & Contextual Buttons
Contextual action system that adapts and surfaces the most relevant action at the right moment.
Main home quick actions (Call, SMS, OMW text, Navigation & ETA)
I explored the main experience to support fast actions for Today’s Jobs.
II. Adaptive CTA for the job cycle
I designed contextual next actions that adapt based on job’s current state.
03.
Operational & Business Visibility
Critical business and workflow information more visible, actionable, and easier to manage
Incomplete job details & unscheduled jobs
These states were surfaced directly within the workflow to help users quickly identify issues requiring attention.
II. Financial overview components
I displayed unpaid balances directly within the customer experience to help pros quickly follow up, collect payments, and reduce missed revenue without manually checking multiple invoices.
04.
Minimal Information (App) vs Full Control (Web)
I explored different experience priorities between mobile and desktop platforms.
The mobile experience focused on quick invoice actions like adding line items and sending invoices in the field, while the desktop experience supported more detailed controls such as template customization, customer editing.
Marketing Strategy
Product narrative with the needs and behaviors.
Beyond product experience design, I also explored early-stage marketing directions for communicating the platform’s value to field service professionals during beta launch preparation.
Final Reflection
Deepening UX/UI skills and contribute to real product decisions.
Working on Nextpros gave me the opportunity to contribute beyond interface design and become involved in shaping a real-world product from its early stages. Collaborating closely with the CEO and developers, I helped explore and pivot across multiple product directions and strengthened my interest in designing thoughtful systems that balance operational complexity, emerging technology, and human-centered workflows in real-world environments.
