Apruv SaaS Development Customer
Verification and Team Performance
Designing Apruv
Designing a service operations platform that connects verification, technician workflows, customer feedback, and operational insights.
Apruv is a platform designed for service businesses that need better visibility into what actually happens during a service visit.
In many companies, the service workflow is fragmented. Sales representatives close deals, technicians perform the work, and customers leave feedback across different channels. Managers are often left trying to piece together the full picture after the job is done.
This lack of visibility creates real operational challenges. Service disputes happen because expectations were unclear. Technicians rarely receive structured feedback about their performance. Even when customers are satisfied, businesses struggle to convert those experiences into public reviews.
Apruv was designed to bring these disconnected moments together into one system.
My role in this project was to design the experience across the entire ecosystem including the administrative platform, technician mobile tools, customer interaction flows, and operational dashboards.
Role
Lead UI/UXDesigner
Responsibilities
Product UX
Interaction Design
Dashboard Design
Mobile UX
Design System
Understanding the Problem
Service businesses operate in fast paced environments where technicians move from job to job throughout the day. While the work happens in the field, most management tools exist in the office.
This disconnect creates a gap between what actually happens during a service visit and what managers are able to see.
Without a structured way to confirm services, collect feedback, and evaluate technician performance, businesses are often forced to rely on incomplete information.
Over time, this leads to recurring problems such as unclear service verification, inconsistent customer feedback, and limited insight into technician performance.
These challenges became the foundation for designing Apruv.
Product Vision
The goal of Apruv was to create a platform that connects the entire service lifecycle.
Instead of relying on separate tools for verification, technician management, feedback collection, and reporting, Apruv brings these workflows into a single ecosystem.
Each part of the system supports a different moment in the service journey. From verifying agreements to capturing customer feedback and analyzing technician performance, the platform provides visibility into what happens before, during, and after a service visit.
This connected approach allows businesses to better understand their operations and continuously improve service quality.
Platform Ecosystem
Apruv is composed of several connected products that support the full service lifecycle.
Sales representatives begin by confirming agreements with customers through the Verify App.
Technicians then manage their work through the Field App where service completion and verification data are captured.
After a service visit, customers are invited to provide feedback through the Apruv Rate system.
Customer feedback and verification data feed into Apruv Align, where technician performance can be evaluated and coaching opportunities identified.
Managers monitor these insights through reporting dashboards and analytics tools within the administrative platform.
Together, these products create a connected ecosystem where each service interaction contributes to operational insights.
Service Verification
One of the first challenges the platform addresses is service verification.
Service agreements are often explained verbally, which can lead to misunderstandings about pricing, scope, or expectations. Apruv introduces a structured verification process that allows businesses to confirm service details with customers.
Sales representatives use the Verify App to guide customers through the verification process during or after an agreement. Meanwhile, managers configure verification workflows and monitor results through the Apruv Verify administrative platform.
This process ensures that both the business and the customer have a clear record of the agreement.
Verification Configuration
Managers configure verification scripts and workflows through the Apruv Verify dashboard. These scripts guide technicians through the customer confirmation process and ensure every verification follows a consistent structure.
Customer Confirmation Flow
During service verification, technicians guide customers through a structured confirmation process using the Verify App. The customer confirms service details while the interaction is recorded as proof of agreement.
Verification Analytics
Managers monitor verification activity through the analytics dashboard. The system tracks verification status, identifies incomplete confirmations, and allows administrators to review recorded verification videos.
Technician Experience
Technicians interact with the platform through the Field App.
The Field App was designed to support technicians during their daily workflow without adding unnecessary friction. The mobile interface allows technicians to manage job details, confirm service completion, and capture service data while they are in the field.
Technicians can also view performance insights and feedback related to their work. This helps transform feedback into a tool for improvement rather than something that only appears when problems occur.
Job Management
Technicians manage their daily work through the Field App’s service schedule interface. The Scheduled Services screen displays upcoming and completed jobs, including customer details, service type, location, and target completion time. This allows technicians to quickly review their assignments and prepare for each service visit without needing to access additional systems.
Service Completion
After completing a service, technicians submit service notes directly from the Field App. The system records the job as completed and allows technicians to provide additional details if needed. This ensures that each service visit is documented while keeping the completion process simple and efficient for technicians in the field.
Technician Feedback
The Field App also provides technicians with visibility into customer feedback and performance insights. Through the Feedback dashboard, technicians can review ratings, customer comments, and service outcomes. This helps technicians understand how their work is perceived and encourages continuous improvement in service quality.
Customer Feedback and Reviews
Customer feedback is an essential part of improving service quality.
Apruv Rate allows businesses to collect structured feedback from customers after a service visit. Customers are guided through a simple rating experience where they can evaluate their service.
Positive experiences can be directed toward public review platforms such as Google, helping businesses improve their reputation online. Negative feedback is captured internally so companies can address issues before they affect public perception.
This system helps businesses improve both customer satisfaction and reputation management.
