Service operations · Live website & operations platform

Next Day Service

Booking through billing, connected.

I mapped and built an appliance repair workflow that connects customer requests, office dispatch, technician fieldwork, and payments in one platform.

My role: Product Engineer & Consultant
Shipped: Live website & operations platform

Visit the live site

01The problem

Customer requests, scheduling, field reports, and billing lived in separate apps and forms. Each job required manual re-entry and handoffs. The public site also had clipped narrow-screen layouts and a booking flow that behaved like a service catalog.

02My ownership

I audited the experience, mapped customer and staff workflows, defined the product and data model, and designed and built the site and platform. I handled launch and handoff, then continued with reviews of the live experience, search visibility, and analytics.

03Key decisions

Decision 1

Connect the request to one shared record.

Online booking creates a work order. Customer details, messages, reports, invoices, and payments follow that record through admin, office, and technician views, reducing the need to move job information between disconnected tools.

Decision 2

Design around the office and field workflows.

The office schedules from a dispatch map and work-order queue. Technicians use phone and iPad views for jobs, photos, parts, timesheets, and customer signatures. The same repair can move between roles without each person assembling the context again.

Next Day Service dispatch map and schedule — Dispatch brings unscheduled work, technician routes, and the day’s schedule into one view.Enlarge

Decision 3

Treat payment correctness as part of the service.

Square payment updates are verified, deduplicated, and reconciled. Background work retries after failures so communication and payment state can stay aligned with the repair record.

Sample invoice setup in the operations workspace — Billing sits within the work-order workflow. Preserved interface with illustrative invoice data.Enlarge

04Outcomes & next question

A live public website connects online booking to the operations platform.
Customer, admin, office, and technician views cover the request-to-payment workflow.
Square synchronization, customer communication, and launch monitoring support the running service.

Next question

Where do booking requests or staff handoffs still stall, and how long does a completed repair take to become a paid invoice?

Explore the customer and office workflows

Walk through the redesign

Follow a customer from arrival to an appointment request. Drag the divider or use the arrow keys to compare at your own pace.

Visual archive

Original + redesign / Homepage

BeforeAfter

After the appointment

The redesign adds a self-service status path. Customers can check a repair with their work order or invoice number and booking phone number.

Redesigned repair status lookup with work order and phone fields

Inside the owner workspace

Dispatch, invoice creation, and the office inbox. Pick a view to see it.

Preserved views

Technical details

TypeScript · React · Next.js · Node.js · PostgreSQL (Supabase) · Tailwind CSS

Protected roles: Server checks separate admin, office, and technician access, backed by database policies.
Durable background work: A transactional event log and Postgres queue coordinate downstream work, with retries and dead-letter handling.
Payment reconciliation: Signature checks, deduplication, and nightly reconciliation protect Square payment updates.