Cluster 02 · Home Service Operations Ecosystem

System DesignDesigning the Ecosystem.

How do all the pieces connect?

These artifacts map the entire service ecosystem: who is involved, what information exists, how work flows, and what the system must do. Together, they turn research insights into a connected operational reality.

Six artifacts, in the order they were built.

An engraved illustration of six pinned papers laid out around a brass magnifying glass, with a compass and a pocket watch at the edges. The papers are numbered: 1 Stakeholder Map, identifies everyone involved and their role in the service; 2 Ecosystem Diagram, shows how all parts of the service ecosystem are connected; 3 Information Architecture, organizes the information across platforms and users; 4 Workflow Architecture, defines how work moves between people, processes and systems; 5 Functional Workflow Specifications, documents what the system must do: rules, logic and behavior; 6 Operational Workflow Architecture, models the business processes that keep the service running. Under the magnifier, the ecosystem is drawn in full: a Customer Portal for booking, updates, payments and messages, and a Technician Mobile App for schedule, job details, updates and closing jobs, both connected through Operations and Dispatch, with a Dispatcher on one side and a Field Technician on the other, over a row of supporting systems for scheduling, inventory, communication, reporting, payment, CRM and document storage. Handwritten notes around the edges read: every interaction affects someone else; one system, shared information; information needs to flow, not be duplicated; clear workflows reduce chaos and delays; every feature is a solution to a validated need; systems thinking, real-world impact; the system is only as strong as its connections.

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Stakeholder Map

Mapping everyone involved

Identified every participant and their role within the service ecosystem, from the three core users out to the teams and systems that support them.

Every interaction influenced Another Stakeholder's Experience.

Stakeholder map drawn as three rings. At the centre, core users: Customer, Field Technician and Dispatch Team. The direct ring holds Field Technician performing service, Service Manager overseeing quality, Operation Manager monitoring performance and reports, and Dispatch Team coordinating field operations. The outer indirect ring holds Business Leadership for revenue and strategy, IT and Systems for platforms and tools, Scheduler as appointment planner, Warehouse for parts and inventory, Customer Support handling inbound calls, and Billing for invoicing and records. — Three rings out from the people the service is actually for.

Ecosystem Diagram

Connecting the parts

Designed the overall service ecosystem, showing how customers, technicians, operations, inventory, scheduling, reporting and communication interact.

Every stakeholder depended on the same information, but each Received It Differently.

Current state and future state on one canvas, with the supporting systems underneath.

Ecosystem diagram tracing a service request from Start through the customer needing an appointment, confirmation, and customer support, alongside the technician branch with decisions for needing a part and running late, into the Dispatch Team and Operation Manager, then out to performance reviews and workforce metrics. Beneath sits a supporting systems row: scheduling platform, CRM, inventory and reporting system, each with the data it holds. A Connected Service Hub links the future state. The legend distinguishes customer, central hub, field operations, business operations, supporting systems and decisions, and contrasts a current state of fragmented information across systems with a future state of real-time visibility for all stakeholders. — Current state and future state on one canvas, with the supporting systems underneath.

Information Architecture

Structuring the information

Organized the information required across all three platforms, defining what each role needs to see and when they need to see it.

Information needed to Flow, not be duplicated.

One hub, three consoles, and the shared data layer underneath all of them.

Information architecture branching from a single Hub into three platforms. Customer covers Schedule, Appointment Day, Support and Account, down to live tracking, ETA, appointment chat, delay alerts, digital signature and service history. Technician covers My Jobs, Navigate, Report, Dispatch and Account, down to job detail with truck inventory, photo capture, materials used and auto generated summary. Dispatch covers Live map, Job queue, Schedule, Inventory, Communication, Reports and Account, down to technician status, priority jobs, stock levels, automated delay notifications and end of day summary. Below them, shared data layers for customer, technician and dispatcher list what each console reads and writes, all resting on a system level data layer holding job status, technician location, service history, materials used, photos, digital signature, completion report, delay alerts, ETA updates, performance metrics and inventory status. — One hub, three consoles, and the shared data layer underneath all of them.

Workflow Architecture

Moving the work

Mapped the current service process, defining workflows, roles, responsibilities, and information flow across stakeholders and systems.

Understanding the current workflow revealed where information broke down, Not Where People Failed.

Ecosystem level map of six connected workflows. Appointment Scheduling feeds Inventory Parts and Stock, which feeds Technician On Site Service, which feeds Delay Management. Dashed returns route through Dispatch Coordination, which flows into Reporting Daily Summary, and the reporting stage also draws directly from the inventory, service and delay stages. A panel beside it explains the flow: workflow one creates appointments, two prepares inventory, three executes service, four manages delays, five coordinates operational issues, and six analyzes the results and generates reports. — The six workflows and every point where one hands off to another.

Functional Workflow Specifications

Defining the behavior

Documented the system behavior required to support each workflow, written as pseudo code so every decision point and hand-off is explicit.

Every feature traced back to a Validated Research Need.

Workflow 2 of 6. The full specification opens over the page.

Operational Workflow Architecture

Modeling the business

Modeled the business processes supporting the service. Each of the six workflows was drawn from the specification above, expanded into the decisions, branches and notifications it actually runs on.

Many operational tasks existed only because Information Wasn't Shared.

Open one workflow at a time

Six workflows, every branch, and the connections between them.

The full operational workflow architecture: the ecosystem level map at the top, then all six workflows drawn out in detail. Workflow 1, the customer appointment journey, from scheduling and problem description through dispatcher review, special part ordering, confirmation, appointment day, live tracking, service and digital signature. Workflow 2, inventory readiness, from the overnight scan of tomorrow appointments through warehouse, truck and parts checks to parts ready for the technician. Workflow 3, technician service, from starting the day through job preview, navigation, arrival, the customer home or not home branches, service, photos, materials and completion. Workflow 4, technician delay management, branching on how long the delay is and whether another technician is available. Workflow 5, dispatch operations, monitoring the live map and active jobs, identifying issues and tracking resolutions. Workflow 6, automated reporting, compiling the daily data into operations, technician performance, inventory usage and exception reports pushed to dispatch, the operations manager and business leadership. — Six workflows, every branch, and the connections between them.

System DesignDesigning the Ecosystem.

Stakeholder Map

Ecosystem Diagram

Information Architecture

Workflow Architecture

Functional Workflow Specifications

Operational Workflow Architecture

Workflow 1: Customer Service Journey Workflow

Workflow 2: Inventory Readiness Workflow

Workflow 3: Technician Service Workflow

Workflow 4: Technician Delay Management Workflow

Workflow 5: Dispatch Operations Workflow

System Workflow 6: Automated Reporting Workflow

Flow of the Ecosystem