The Challenge

The existing legacy Service management system (InService) has demonstrated its significance in hastings deering service management. It has elevated the company capability to transition away from individual workflows to collective workflows that can be used widely within Hasting Deerings’ workshops. The desktop version is particularly beneficial for leading hands and supervisors, facilitating efficient management of jobs, timesheets, assets, and resources.

The leadership team has wholeheartedly embraced the ongoing project, securing the second round of funding to maximize its capabilities for expansion across all Sime Darby heavy industry workshops, encompassing Australia, New Zealand, Singapore, Malaysia, China, and Canada. The team envisions scaling it even further to all heavy industries, establishing our digital team as the sole entity constructing this unique capability.


Senior UX/UI Designer

Flutter (Mobile)
Contentful (Web)

Project Management
Agile Scrum Methodology

Figma, Incendi Design System, Employee Library, User Testing, VWO, UX/UI Design and Research, Adobe Suite

Product Release

The Process

The initial Discovery and Define Phase has been identified you can click here for recap. It has provided a clear overview of our objectives for maximum business benefit. The enhancement of inService application capabilities is one of the key wins, hence our work commence in the Development and Deliver phase of the product.




Gathered Insights

Here are examples of the personas for whom we’ll be developing the application, along with the specific stages of the journey we’ll be emphasizing. For a more in-depth understanding, please refer to the detailed discovery process.


Analytics data gathering and Workshop with employees to gather insights

Design and Development

Following user validation of the prototypes, I collaborated closely with the development team to implement the design on the UAT environment before the beta release. Our team worked seamlessly, ensuring that functionality and development aligned with the design.

Desktop versions cater to the needs of Planners, Job Schedulers, Leading hands, Supervisors, and Leaders, facilitating day-to-day job management. On the other hand, the mobile app is designed for ground crews, enabling them to handle job assignments, submit time sheets, and create acceptance forms for customers.

Data gathering

The pilot test has been running successfully at a key workshop for a month, garnering positive feedback from our team. Following this, we made minor UI adjustments based on users’ experiences with the application. According to the collected data, the adoption level has steadily increased month on month.

As we continue to build out the features that will benefit our ground staff, the next move will be rolling out the serviceOps nation wide and new zealand partners.