AI-Native CRM/FSM for Field Professionals

CATEGOTY

AI-native product

MY ROLE

Creative & UX/UI design Intern

TIMELINE

Aug 2025 - May 2026

As a Creative & UX/UI design Intern at NextPros, I helped bring an AI-native CRM for skilled trades professionals from concept to MVP launch, designing core workflows and AI-driven experiences across mobile and desktop.

Working directly with customers, I turned ongoing feedback into intuitive workflows grounded in their daily needs. This 0→1 experience taught me to balance user needs, technical constraints, and launch priorities.

As a Creative & UX/UI design Intern at NextPros, I helped bring an AI-native CRM for skilled trades professionals from concept to MVP launch, designing core workflows and AI-driven experiences across mobile and desktop.

Working directly with customers, I turned ongoing feedback into intuitive workflows grounded in their daily needs. This 0→1 experience taught me to balance user needs, technical constraints, and launch priorities.

Background

As demand for skilled trades grows, solo professionals juggle on-site work and business management. CRM and AI tools are gaining adoption, but cost, complexity, and unfamiliarity remain barriers.

88.7 %

of electricians’ workday is spent on their feet.¹

9% growth

projected in electrician employment, 2025–2035.²

70%+

of surveyed home-service contractors have tried AI tools.³

BLS, Occupational Requirements Survey, 2025.
BLS, Occupational Outlook Handbook: Electricians, 2025–2035 projections.
Housecall Pro, AI Adoption in Home Services Industry Report, 2025.

Current Pain Points

01. Scattered Tools, Missed Details

CRM costs and complexity push solo pros toward notes, calendars, and spreadsheets, leaving customer and job details scattered and easy to overlook.

Source: Jobber CRM, Iphone note, Google Excel, Google Maps

02. Too Much Input for a Solo Business

Existing tools require more setup and detail than solo pros need for everyday jobs, adding administrative work they must handle themselves.

“Sometimes a customer calls while I’m between jobs. I just need to save the details quickly.

I don’t have time to fill out a whole form.”

“Sometimes a customer calls while I’m between jobs. I just need to save the details quickly. I don’t have time to fill out a whole form.”

- Daniel Park, independent HVAC technician based in Torrance

03. Unclear Value Makes AI Hard to Trust

Unfamiliarity and doubts about reliability can discourage pros from trying AI. When the first experience doesn’t show a clear benefit, they may stop using it.

Goal

How might we help solo pros manage their businesses on the go with less effort and greater confidence?

With team members working on different strategy of the product, I defined this shared question as our north star.

Solution

An assistant that understands pros' work and moves with their day

NextPros acts as the brain behind daily operations, AI connects customer and job details and turns simple requests into action.

01. Design for Physical Workflows

NextPros support different use cases in different scenarios as an ecosystem.

02. Surface the Next Action

NextPros guide users toward what matters most in the moment

03. AI as Collaboration

NextPros AI streamlines tasks through contextual automation and voice interaction

Core User Experiences

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.

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.

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.

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.

Design Decisions

Exploring where AI fits into the daily workflow

I explored four AI entry points to make assistance easy to discover and access during everyday tasks. Each direction considered how pros could build familiarity with AI while staying focused on their work.

6 / 10

users preferred the bottom sheet

We tested the four directions with 10 users to understand their preferences. 6 favored the bottom sheet, describing it as visible and easy to access without being distracting.

* User testing conducted with 10 field professionals pre-launch.

Reflection

Deepening product thinking through real user needs and MVP decisions

Working on NextPros taught me how users’ daily routines shape product priorities. Looking closely at how solo pros move between jobs, capture information, and manage customers helped me decide what to simplify and prioritize for the MVP. Collaborating with the CEO and developers strengthened my ability to balance those needs with technical constraints and launch goals.

AI-Native CRM/FSM for Field Professionals

AI-Native CRM/FSM for Field Professionals

CATEGOTY

MY ROLE

TIMELINE

As a Creative & UX/UI design Intern at NextPros, I helped bring an AI-native CRM for skilled trades professionals from concept to MVP launch, designing core workflows and AI-driven experiences across mobile and desktop.

Working directly with customers, I turned ongoing feedback into intuitive workflows grounded in their daily needs. This 0→1 experience taught me to balance user needs, technical constraints, and launch priorities.

As a Creative & UX/UI design Intern at NextPros, I helped bring an AI-native CRM for skilled trades professionals from concept to MVP launch, designing core workflows and AI-driven experiences across mobile and desktop.

Working directly with customers, I turned ongoing feedback into intuitive workflows grounded in their daily needs. This 0→1 experience taught me to balance user needs, technical constraints, and launch priorities.

Background

Background

As demand for skilled trades grows, solo professionals juggle on-site work and business management. CRM and AI tools are gaining adoption, but cost, complexity, and unfamiliarity remain barriers.

As demand for skilled trades grows, solo professionals juggle on-site work and business management. CRM and AI tools are gaining adoption, but cost, complexity, and unfamiliarity remain barriers.

88.7 %

of electricians’ workday is spent on their feet.¹

9% growth

projected in electrician employment, 2025–2035.²

70%+

of surveyed home-service contractors have tried AI tools.³

Current Pain Points

Current Pain Points

01. Scattered Tools, Missed Details

01. Scattered Tools, Missed Details

CRM costs and complexity push solo pros toward notes, calendars, and spreadsheets, leaving customer and job details scattered and easy to overlook.

Source: Jobber CRM, Iphone note, Google Excel, Google Maps

02. Too Much Input for a Solo Business

02. Too Much Input for a Solo Business

Existing tools require more setup and detail than solo pros need for everyday jobs, adding administrative work they must handle themselves.

03. Unclear Value Makes AI Hard to Trust

03. Unclear Value Makes AI Hard to Trust

Unfamiliarity and doubts about reliability can discourage pros from trying AI. When the first experience doesn’t show a clear benefit, they may stop using it.

Goal

Goal

How might we help solo pros manage their businesses on the go with less effort and greater confidence?

How might we help solo pros manage their businesses on the go with less effort and greater confidence?

With team members working on different strategy of the product, I defined this shared question as our north star.

Solution

Solution

An assistant that understands pros' work and moves with their day

An assistant that understands pros' work and moves with their day

NextPros acts as the brain behind daily operations, AI connects customer and job details and turns simple requests into action.

01. Design for Physical Workflows

NextPros support different use cases in different scenarios as an ecosystem.

NextPros support different use cases in different scenarios as an ecosystem.

02. Surface the Next Action

NextPros guide users toward what matters most in the moment

NextPros guide users toward what matters most in the moment

03. AI as Collaboration

NextPros AI streamlines tasks through contextual automation and voice interaction

NextPros AI streamlines tasks through contextual automation and voice interaction

Core User Experiences

Core User Experiences

AI-Native Interaction Layer

AI-Native Interaction Layer

AI as an embedded layer, surfacing outputs through contextual visuals

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.

Hands-free interaction for physical work environments

Voice-first interactions for field service professionals who are frequently driving, multitasking, or working on-site.

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.

I designed contextual next actions that adapt based on job’s current state.

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.

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.

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.

Design Decisions

Exploring where AI fits into the daily workflow

I explored four AI entry points to make assistance easy to discover and access during everyday tasks. Each direction considered how pros could build familiarity with AI while staying focused on their work.

6 / 10

users preferred the bottom sheet

We tested the four directions with 10 users to understand their preferences. 6 favored the bottom sheet, describing it as visible and easy to access without being distracting.