Designing a mobile experience that helped Field Project Managers verify property scope, capture changes on-site and create accurate change orders before work began.
Results
50%+ Faster Inspections
FPMs finished preconstruction walks faster and fully on-site.
Higher Daily Capacity
With no nightly re-entry FPMs supported more properties each day.
Full Adoption in Pilots
FPMs in pilot markets adopted the new workflow quickly
Accurate Change Orders
Change orders became clearer as edits and new work were captured in real time
Context
As Lessen scaled across thousands of rental properties, the company relied on Field Project Managers to complete a preconstruction walk before any work began. Each walk confirmed that the original scope was accurate, identified gaps and ensured the right work would happen at the right price. But most of this process was still manual. FPMs captured notes on paper, took photos on their phones and rebuilt everything later at night once they were back home.
This workflow created real strain in the field. A single walk could take hours, and re-entry added even more time after the workday ended. Details were easy to miss. Change orders were difficult to assemble. And as volume increased, it became harder to hire enough experienced FPMs to keep pace.
Lessen needed a faster and more reliable way to complete these inspections on-site. The solution had to reduce mental load for FPMs, capture accurate scope changes in real time and create a clean handoff into downstream approvals so projects could start with clarity and confidence.
Core Challenges
1. Hundreds of scope decisions in real-world conditions
Each preconstruction walk required FPMs to verify or correct every line item in the project scope while moving through real homes. Lighting, noise, layout and connectivity were constantly changing. The tool needed to support fast decisions without slowing momentum or increasing cognitive load.
2. A workflow built around paper, photos and memory
Before this product existed, FPMs captured details in notebooks and scattered phone photos, then rebuilt the walk later at night. This created friction, rework and risk. Small mistakes could become costly change orders or delays. We needed to bring the entire workflow into one guided, field-ready experience.
3. Flexibility and accuracy had to coexist
Most scopes were directionally correct, but edits, removals and added work were common. The tool needed to make simple verification effortless while still supporting complex changes in real time. That meant creating guardrails without taking control away from the people doing the work.
4. Unreliable connectivity across properties
Many homes had weak or no service. The app had to work fully offline, save progress automatically and sync safely later without creating duplicate data or confusion. Reliability was not a feature. It was the foundation of user trust.
Who We Served
Field Project Managers (FPMs)
Hands-on operators responsible for walking multiple properties each week. They needed a fast, reliable and forgiving tool that matched the reality of field work in vacant homes, construction sites and inconsistent network conditions.
Operations and Delivery Teams
Teams who managed budgets, approvals and execution across large portfolios. They needed accurate scope data and clear visibility into what was verified, edited or added during each walk so downstream work could run smoothly.
Client Partners
Institutional property owners who depended on predictable cost, quality and timing. They needed transparency into scope changes and confidence that every property began with a validated and accurate plan.
Design Strategy
Our goal was to design a field-ready system that balanced speed, flexibility and accuracy. FPMs needed a simple way to verify the existing scope without slowing down, while still having full control when work needed to be edited, removed or added. Operations and leadership needed confidence that every change would be captured cleanly and flow into downstream approvals without confusion.
Speed for verification by default
Most of the job was confirming what was already correct. We made verification the fastest possible action so FPMs could stay focused on the property rather than the product.
Flexibility when the scope changed
When something was wrong, FPMs could adjust price or quantity, remove items or add new work directly from the walk. The tool supported complexity without forcing it on every interaction.
Forgiving interactions that built trust
Critical actions were reversible and progress was always visible. If an edit needed to be undone, it was simple. The product protected users from costly mistakes instead of punishing them for them.
Reliable performance in the field
The app was designed to work even when connectivity did not. Data saved locally and synced later so FPMs never had to worry about losing work inside a property.
Definition of Success
Success for the Preconstruction Walk was not about digitizing a form. It was about reshaping how Lessen verified work before a project began. The company needed to move away from paper notes, scattered photos and late-night re-entry, and toward a guided mobile workflow that FPMs could complete fully on-site. Every design choice focused on improving speed and accuracy while protecting trust across operations, clients and contractors.
Our success criteria centered on three outcomes: reducing inspection time, capturing structured scope changes and increasing field capacity without adding risk. These goals were shared across product, engineering and operations so everyone was aligned on what “better” really meant.
1. Reduce inspection time without sacrificing quality
Before this product, preconstruction walks often took hours and still required re-entering details later. This slowed projects, added stress for FPMs and introduced risk.
Success meant enabling FPMs to complete the entire walk in the app during a single visit. From a design perspective, this required:
- Fast one-tap confirmation for accurate line items
- Simple controls for adjusting quantity or pricing in real time
- Clear indicators that showed what was verified and what still needed attention
A successful outcome was an inspection that felt lighter and faster without lowering the quality of the review.
2. Capture scope changes as structured, reviewable data
Before the tool, edits and added work were captured in notebooks or spread across photos and emails. Rebuilding that information later created confusion and inconsistencies.
Success meant turning real-time edits into structured change orders that flowed cleanly into downstream approvals. Design supported this by:
- Making every edit intentional and traceable
- Keeping removed and added items clearly visible
- Preserving context so reviewers understood what changed and why
The result was greater transparency across teams and fewer costly surprises once work began.
3. Increase field capacity by reducing rework
Re-entering details at night limited how many properties an FPM could support in a week and contributed to burnout.
Success meant eliminating as much duplicate work as possible so more time could be spent in the field rather than behind a laptop. Design contributed through:
- A workflow that matched how FPMs naturally moved through a property
- Offline reliability so progress was never at risk
- A calm, predictable experience that reduced mental load
The real measure of success was simple. FPMs should be able to walk more properties with more confidence, while the business scaled without needing to grow headcount at the same pace.
How We Worked
Our core team included four designers, nine engineers, one product manager and one content strategist. We worked quickly and iteratively with a shared goal of building a field-ready tool that felt simple, reliable and natural to use on-site.
As Lead Designer, I owned the product vision, interaction model and overall structure of the experience from concept through delivery. I partnered closely with the other designers to divide workflows, review patterns and keep quality consistent across the product. I also worked with our content strategist to shape language that reduced hesitation and kept the experience calm and clear, especially in moments where decisions affected cost or scope.
Collaboration with engineering was constant. We held early design reviews to confirm feasibility and refine edge cases like offline behavior, sync logic and progress states. This helped ensure that interactions worked in real-world conditions rather than only in ideal environments. I also partnered with field leadership so the experience reflected how FPMs actually moved through homes, not just how the system was organized internally.
We ran continuous feedback loops with FPMs across multiple markets and refined the experience based on what we learned. Sessions included walkthroughs, field testing and open discussion about where the tool helped and where it slowed them down. This rhythm kept the work grounded in real value and aligned design, product and engineering around the same outcomes.
The result was a collaborative culture where every decision supported a clear goal: help FPMs complete the entire walk on-site with confidence while improving accuracy across the business.
Process
We approached this work with a clear focus on the realities of field operations and the people doing the job every day. With a tight delivery timeline, I structured the effort around clear goals and fast decision cycles. Research, design and validation acted as overlapping lenses that helped us understand the mental load of a preconstruction walk, uncover where uncertainty crept in and test whether each step still made sense inside a real property. This approach reduced guesswork, aligned the team and helped us shape a workflow that felt natural for FPMs and dependable for operations.
Research
Design
Validation
Research
We began by listening to the people doing the work every day. I ran a mixed-method research effort that included a survey with ten FPMs, three remote interviews and recurring feedback sessions with field leadership. The goal was simple. Understand what a preconstruction walk really feels like in the field and where the current tools were falling short.
How satisfied are you with the current tools and applications provided by Lessen for your property walks?
40%
10%
40%
10%
VERY SATISFIED
SLIGHTLY SATISFIED
SLIGHTLY DISSATISFIED
VERY DISSATISFIED
How satisfied are you with third party tools and applications for your property walks?
40%
20%
30%
10%
VERY SATISFIED
SLIGHTLY SATISFIED
SLIGHTLY DISSATISFIED
VERY DISSATISFIED
What features or functionalities do you believe are missing from existing third party tools that would significantly improve your workflow?
Rearrange Categories
6
Progress Indicators
5
Photo Upload
8
Offline Functionality
6
0
5
10
What are the biggest unnecessary time consumers during your day?
Post-walk Reconciliation
10
Signal Loss
5
Property Access
3
Contractor Issues
3
0
5
10
How do you most often communicate with property owners throughout the different phases of a renovation project?
40%
40%
20%
PHONE
TEXT
OTHER
How do you most often communicate with contractors throughout the different phases of a renovation project?
70%
10%
10%
10%
PHONE
TEXT
OTHER
The surveys showed a clear pattern. Satisfaction with existing tools was mixed at best. Many FPMs described feeling only slightly satisfied or dissatisfied with both internal and third-party tools. The reasons were consistent:
- They wanted more control and flexibility when walking a property, including the ability to modify or hide pricing
- They needed to rearrange categories to match the physical layout of the home, because the scope often did not match reality
- Too few photos were captured during initial inspections, which created confusion later
- And above all, offline reliability mattered because signal loss was common inside properties
When we asked what features would significantly improve their workflow, the strongest themes were photo upload, offline functionality, progress visibility and customizable categories. And when we asked where the most time was wasted, the response was nearly unanimous:
Post-walk reconciliation was the single biggest time drain.
FPMs were spending evenings rebuilding notes, attaching photos, clarifying details and trying to make sense of handwritten lists. The workday didn’t end when they left the property.
To go deeper, we paired this data with empathy mapping to capture what FPMs were seeing, thinking and feeling during a walk. The picture became clear. They were under time pressure, juggling hundreds of details and constantly worried about missing something important. The tools weren’t wrong. They were just not built for the conditions of the job.
From there, we created a focused persona to align the team around one shared mental model instead of a generic user type.
This research grounded the rest of the work. It told us that success wasn’t about adding more features. It was about reducing cognitive load, eliminating rework and giving FPMs confidence that everything was captured correctly the first time.
With that clarity, we moved into mapping the full workflow behind the experience.
These models aligned design, engineering and operations around one shared system before we moved into interaction design.
Design & Prototyping
With a clear understanding of the field workflow, I moved into low-fidelity wireframing to shape the end-to-end preconstruction walk inside the FPM mobile app. The goal was not visual polish. It was to design an experience that felt steady, predictable and supportive in the middle of a busy workday.
Rather than thinking in terms of static screens, I designed the walk as a guided sequence that mirrored how FPMs naturally move through a property. Each step needed to answer a simple question fast: what do I do here, what changes if I do it and how do I move forward without losing my place.
Several core patterns guided the work:
- A room-based structure that aligned with how FPMs physically navigate a home
- The ability to add, remove or edit scope inline without breaking flow
- Change order creation as a natural outcome, not a separate task
- Photos captured at the moment of inspection, not bolted on later
- Clear summaries so FPMs could review updates before finalizing anything
A key design principle was minimize rework. If something changed on-site, the tool needed to accept that reality without forcing the user to fight the system. That meant thoughtful defaults, easy editing and simple confirmation patterns that built confidence rather than friction.
These wireframes allowed us to stress-test the experience early. We evaluated whether an FPM could complete a full walk while moving through a property, pause when needed, and return without feeling lost or unsure what had been captured. At the same time, the flows helped engineering plan how data moved across systems so change orders, pricing, scope and audit trails all stayed clean.
This phase clarified where structure helped and where flexibility mattered most. It also set the foundation for the high-fidelity design that followed, carrying forward the same focus on clarity, momentum and trust in the field.
Testing & Iteration
We treated testing as an ongoing rhythm rather than a final project phase. Every week we brought new concepts to FPMs and field leadership to see how the experience held up against real work. Early sessions focused on flow, clarity and confidence. As the product matured, testing shifted toward edge cases, offline behavior and the accuracy of change order output.
We also ran on-site testing with a working prototype so we could observe how the tool behaved in the field. This was critical. A preconstruction walk is not done at a desk. It happens in empty rooms, basements, garages and busy environments with unreliable signal.
The themes stayed consistent across cycles:
- FPMs needed to move room to room without losing context
- Editing scope had to feel safe and reversible
- Photos needed to be captured at the exact moment of inspection
- Change orders should flow naturally from the work, not feel like a second job
- Offline reliability mattered more than any single feature
As the tool came together, we heard something important. FPMs said they felt more confident finishing the day knowing everything had already been captured and organized. That clarity was a major signal we were solving the right problem.
Feedback directly shaped the product:
- We refined progress indicators so FPMs always knew where they were in the walk
- We made add and remove actions clearer to prevent hesitation
- We improved summaries so scope changes were easy to review before finalization
- We simplified paths so FPMs did not have to bounce between sections to complete work
Each iteration asked the same question: Can an FPM complete an entire preconstruction walk on-site without rework later.
By validating through weekly conversations and real field testing, we built confidence that the product supported the realities of the job, not an idealized process on a whiteboard.
Delivery
As we moved into handoff, I partnered closely with engineering to protect the intent behind the design. The experience needed to feel steady and predictable in the field, so we focused on interaction clarity, consistency with the design system and reliable behavior across devices and network conditions. Every major flow was reviewed end to end to confirm that the product worked just as well inside a property as it did in the office.
I also worked with our content strategist to refine the language across confirmation states, guidance and change order summaries. The goal was to remove doubt. FPMs needed to understand exactly what had been captured, what would be applied to scope and what would be shared back with operations or clients. Clear wording made the experience feel credible and reduced hesitation at key decision points.
The screens that follow represent the finalized Preconstruction Walk experience. They show how the core patterns come together in a way that supports focus, accuracy and confidence in the field.
Users begin the walk with a clear list of categories that mirror the sections of the property. Categories can be rearranged to match the natural path through the home, so the workflow follows the walk rather than forcing a fixed order. Each category includes a simple progress indicator that shows how many line items have already been reviewed, giving FPMs a quick sense of what’s complete and what still needs attention.
When users open a category, they see a list of line item cards that represent the work scheduled for that part of the property. Each card surfaces the key details up front including the description, materials, quantity and total cost so FPMs can scan and decide quickly.
If the scope looks correct, the user can mark the line item as verified with a simple checkbox on the right. This keeps validation fast and reduces the need to drill into deeper detail unless something needs to be changed.
If something in the scope needs to change, the user can tap into the line item card to edit it directly. Here they can adjust quantities, materials or the description so the work reflects the real condition of the property. Every edit requires a supporting photo, which creates a clear audit trail and removes guesswork later for pricing, approvals or dispute resolution. This keeps the workflow flexible while protecting accuracy and accountability across the system.
If a line item is no longer needed, the user can remove it directly from the line item editor. Tapping Remove prompts the FPM to provide a short reason and a supporting photo so the change is fully documented. This keeps the record clean, gives downstream teams the context they need and prevents confusion later about why scope was reduced or shifted. It also reinforces accountability without slowing the walk or breaking the FPM’s momentum on-site.
Once every line item in a category has a status, the app automatically advances the user to the next section that still needs attention. This keeps momentum going during the walk and removes the need to hunt for unfinished work. FPMs can stay focused on the property rather than managing navigation, confident that nothing will be missed along the way.
If something changes during the walk, users can reset any line item from the editor screen, whether it was verified, removed or edited. This keeps the workflow forgiving and reflects the reality of field work where new details surface as the property is reviewed. Resetting clears the status so the item can be evaluated again and captured accurately before the walk is complete.
When the walk is complete, any line item marked Pending Removal, Pending Update or Pending Add is grouped into a Change Order for client approval. The first step gives the user a clear view of every item included along with the impact on total cost. This makes it easy for FPMs to confirm accuracy before anything is shared with the client and keeps financial changes transparent and traceable.
In the next step, the user selects a reason for the Change Order. Standardized reasons help explain why scope shifted, keep approvals consistent and make it easier for clients and internal teams to understand the context behind each change.
In this step, the user confirms whether the adjustments identified during the preconstruction walk will extend the project timeline. If additional days are needed, they can be added here so the schedule reflects the true scope of work and expectations stay aligned with the client.
In the final step, the user adds a short note to summarize the changes and submits the Change Order for approval with a single tap. This screen also shows the price impact for every pending removal, add or update along with the original scope and the total proposed change. Clients can see exactly how the work has shifted and what it means for cost before approving.
Impact
The Preconstruction Walk transformed how scope was verified in the field. What had once been a fragmented mix of notes, photos and late-night data entry became a single guided workflow that FPMs could complete on-site. Walks moved faster, decisions felt clearer and change orders were created as a natural part of the inspection instead of a separate task that dragged into the evening.
Accuracy improved at the same time. Requiring photos with every change created a clean audit trail that removed ambiguity later for pricing, approvals and dispute resolution. Clients gained more transparency into why scope shifted, and internal teams spent less time chasing context after the fact.
Operationally, the tool reduced friction across the business. With less rework happening after hours, FPMs could support more properties per day without increasing team size. Leaders had greater visibility into scope adjustments and their impact on cost and schedule, which helped planning feel more stable and predictable.
The work also reinforced the value of building tools that reflect real field behavior. By reducing mental load and making each step clear, the product helped teams move with more confidence while keeping data quality high. That balance of speed and accuracy became an important reference point for future product decisions.
Reflection
This project deepened my respect for the realities of field work. Walking properties with FPMs made it clear that the best tools do not slow people down to “fit” the process. They stay out of the way, reduce uncertainty and support good judgment in the moment. The Preconstruction Walk reinforced how much design can help when it starts with how people actually move, think and decide during real work.
It also strengthened my belief that structure and flexibility can live together in a single workflow. FPMs needed room to adapt to what they found on-site while the business needed consistency, clean data and clear audit trails. Finding that balance meant being intentional about defaults, language and pacing so the product felt steady without being rigid.
The small details mattered most. Progress indicators that reassured people they were on track. Photos tied to every change so no one had to debate context later. Clear summaries that let FPMs finish the day with confidence instead of late-night rework. These decisions compound. They shape trust, reduce stress and make complex operations feel a little more human.
More than anything, this work reminded me that great product design is as much about empathy for the people doing the job as it is about systems and scale. When tools honor the reality of the work, teams move faster, quality improves and the organization benefits in ways that are both measurable and felt.
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Designing a mobile experience that helped Field Project Managers verify property scope, capture changes on-site and create accurate change orders before work began.
Results
50%+ Faster Inspections
FPMs finished preconstruction walks faster and fully on-site.
Higher Daily Capacity
With no nightly re-entry FPMs supported more properties each day.
Full Adoption in Pilots
FPMs in pilot markets adopted the new workflow quickly
Accurate Change Orders
Change orders became clearer as edits and new work were captured in real time
Context
As Lessen scaled across thousands of rental properties, the company relied on Field Project Managers to complete a preconstruction walk before any work began. Each walk confirmed that the original scope was accurate, identified gaps and ensured the right work would happen at the right price. But most of this process was still manual. FPMs captured notes on paper, took photos on their phones and rebuilt everything later at night once they were back home.
This workflow created real strain in the field. A single walk could take hours, and re-entry added even more time after the workday ended. Details were easy to miss. Change orders were difficult to assemble. And as volume increased, it became harder to hire enough experienced FPMs to keep pace.
Lessen needed a faster and more reliable way to complete these inspections on-site. The solution had to reduce mental load for FPMs, capture accurate scope changes in real time and create a clean handoff into downstream approvals so projects could start with clarity and confidence.
Core Challenges
1. Hundreds of scope decisions in real-world conditions
Each preconstruction walk required FPMs to verify or correct every line item in the project scope while moving through real homes. Lighting, noise, layout and connectivity were constantly changing. The tool needed to support fast decisions without slowing momentum or increasing cognitive load.
2. A workflow built around paper, photos and memory
Before this product existed, FPMs captured details in notebooks and scattered phone photos, then rebuilt the walk later at night. This created friction, rework and risk. Small mistakes could become costly change orders or delays. We needed to bring the entire workflow into one guided, field-ready experience.
3. Flexibility and accuracy had to coexist
Most scopes were directionally correct, but edits, removals and added work were common. The tool needed to make simple verification effortless while still supporting complex changes in real time. That meant creating guardrails without taking control away from the people doing the work.
4. Unreliable connectivity across properties
Many homes had weak or no service. The app had to work fully offline, save progress automatically and sync safely later without creating duplicate data or confusion. Reliability was not a feature. It was the foundation of user trust.
Who We Served
Field Project Managers (FPMs)
Hands-on operators responsible for walking multiple properties each week. They needed a fast, reliable and forgiving tool that matched the reality of field work in vacant homes, construction sites and inconsistent network conditions.
Operations and Delivery Teams
Teams who managed budgets, approvals and execution across large portfolios. They needed accurate scope data and clear visibility into what was verified, edited or added during each walk so downstream work could run smoothly.
Client Partners
Institutional property owners who depended on predictable cost, quality and timing. They needed transparency into scope changes and confidence that every property began with a validated and accurate plan.
Design Strategy
Our goal was to design a field-ready system that balanced speed, flexibility and accuracy. FPMs needed a simple way to verify the existing scope without slowing down, while still having full control when work needed to be edited, removed or added. Operations and leadership needed confidence that every change would be captured cleanly and flow into downstream approvals without confusion.
Speed for verification by default
Most of the job was confirming what was already correct. We made verification the fastest possible action so FPMs could stay focused on the property rather than the product.
Flexibility when the scope changed
When something was wrong, FPMs could adjust price or quantity, remove items or add new work directly from the walk. The tool supported complexity without forcing it on every interaction.
Forgiving interactions that built trust
Critical actions were reversible and progress was always visible. If an edit needed to be undone, it was simple. The product protected users from costly mistakes instead of punishing them for them.
Reliable performance in the field
The app was designed to work even when connectivity did not. Data saved locally and synced later so FPMs never had to worry about losing work inside a property.
Definition of Success
Success for the Preconstruction Walk was not about digitizing a form. It was about reshaping how Lessen verified work before a project began. The company needed to move away from paper notes, scattered photos and late-night re-entry, and toward a guided mobile workflow that FPMs could complete fully on-site. Every design choice focused on improving speed and accuracy while protecting trust across operations, clients and contractors.
Our success criteria centered on three outcomes: reducing inspection time, capturing structured scope changes and increasing field capacity without adding risk. These goals were shared across product, engineering and operations so everyone was aligned on what “better” really meant.
1. Reduce inspection time without sacrificing quality
Before this product, preconstruction walks often took hours and still required re-entering details later. This slowed projects, added stress for FPMs and introduced risk.
Success meant enabling FPMs to complete the entire walk in the app during a single visit. From a design perspective, this required:
- Fast one-tap confirmation for accurate line items
- Simple controls for adjusting quantity or pricing in real time
- Clear indicators that showed what was verified and what still needed attention
A successful outcome was an inspection that felt lighter and faster without lowering the quality of the review.
2. Capture scope changes as structured, reviewable data
Before the tool, edits and added work were captured in notebooks or spread across photos and emails. Rebuilding that information later created confusion and inconsistencies.
Success meant turning real-time edits into structured change orders that flowed cleanly into downstream approvals. Design supported this by:
- Making every edit intentional and traceable
- Keeping removed and added items clearly visible
- Preserving context so reviewers understood what changed and why
The result was greater transparency across teams and fewer costly surprises once work began.
3. Increase field capacity by reducing rework
Re-entering details at night limited how many properties an FPM could support in a week and contributed to burnout.
Success meant eliminating as much duplicate work as possible so more time could be spent in the field rather than behind a laptop. Design contributed through:
- A workflow that matched how FPMs naturally moved through a property
- Offline reliability so progress was never at risk
- A calm, predictable experience that reduced mental load
The real measure of success was simple. FPMs should be able to walk more properties with more confidence, while the business scaled without needing to grow headcount at the same pace.
How We Worked
Our core team included four designers, nine engineers, one product manager and one content strategist. We worked quickly and iteratively with a shared goal of building a field-ready tool that felt simple, reliable and natural to use on-site.
As Lead Designer, I owned the product vision, interaction model and overall structure of the experience from concept through delivery. I partnered closely with the other designers to divide workflows, review patterns and keep quality consistent across the product. I also worked with our content strategist to shape language that reduced hesitation and kept the experience calm and clear, especially in moments where decisions affected cost or scope.
Collaboration with engineering was constant. We held early design reviews to confirm feasibility and refine edge cases like offline behavior, sync logic and progress states. This helped ensure that interactions worked in real-world conditions rather than only in ideal environments. I also partnered with field leadership so the experience reflected how FPMs actually moved through homes, not just how the system was organized internally.
We ran continuous feedback loops with FPMs across multiple markets and refined the experience based on what we learned. Sessions included walkthroughs, field testing and open discussion about where the tool helped and where it slowed them down. This rhythm kept the work grounded in real value and aligned design, product and engineering around the same outcomes.
The result was a collaborative culture where every decision supported a clear goal: help FPMs complete the entire walk on-site with confidence while improving accuracy across the business.
Process
We approached this work with a clear focus on the realities of field operations and the people doing the job every day. With a tight delivery timeline, I structured the effort around clear goals and fast decision cycles. Research, design and validation acted as overlapping lenses that helped us understand the mental load of a preconstruction walk, uncover where uncertainty crept in and test whether each step still made sense inside a real property. This approach reduced guesswork, aligned the team and helped us shape a workflow that felt natural for FPMs and dependable for operations.
Research
Design
Validation
Research
We began by listening to the people doing the work every day. I ran a mixed-method research effort that included a survey with ten FPMs, three remote interviews and recurring feedback sessions with field leadership. The goal was simple. Understand what a preconstruction walk really feels like in the field and where the current tools were falling short.
How satisfied are you with the current tools and applications provided by Lessen for your property walks?
40%
10%
40%
10%
VERY SATISFIED
SLIGHTLY SATISFIED
SLIGHTLY DISSATISFIED
VERY DISSATISFIED
How satisfied are you with third party tools and applications for your property walks?
40%
20%
30%
10%
VERY SATISFIED
SLIGHTLY SATISFIED
SLIGHTLY DISSATISFIED
VERY DISSATISFIED
What features or functionalities do you believe are missing from existing third party tools that would significantly improve your workflow?
Rearrange Categories
6
Progress Indicators
5
Photo Upload
8
Offline Functionality
6
0
5
10
What are the biggest unnecessary time consumers during your day?
Post-walk Reconciliation
10
Signal Loss
5
Property Access
3
Contractor Issues
3
0
5
10
How do you most often communicate with property owners throughout the different phases of a renovation project?
40%
40%
20%
PHONE
TEXT
OTHER
How do you most often communicate with contractors throughout the different phases of a renovation project?
70%
10%
10%
10%
PHONE
TEXT
OTHER
The surveys showed a clear pattern. Satisfaction with existing tools was mixed at best. Many FPMs described feeling only slightly satisfied or dissatisfied with both internal and third-party tools. The reasons were consistent:
- They wanted more control and flexibility when walking a property, including the ability to modify or hide pricing
- They needed to rearrange categories to match the physical layout of the home, because the scope often did not match reality
- Too few photos were captured during initial inspections, which created confusion later
- And above all, offline reliability mattered because signal loss was common inside properties
When we asked what features would significantly improve their workflow, the strongest themes were photo upload, offline functionality, progress visibility and customizable categories. And when we asked where the most time was wasted, the response was nearly unanimous:
Post-walk reconciliation was the single biggest time drain.
FPMs were spending evenings rebuilding notes, attaching photos, clarifying details and trying to make sense of handwritten lists. The workday didn’t end when they left the property.
To go deeper, we paired this data with empathy mapping to capture what FPMs were seeing, thinking and feeling during a walk. The picture became clear. They were under time pressure, juggling hundreds of details and constantly worried about missing something important. The tools weren’t wrong. They were just not built for the conditions of the job.
From there, we created a focused persona to align the team around one shared mental model instead of a generic user type.
This research grounded the rest of the work. It told us that success wasn’t about adding more features. It was about reducing cognitive load, eliminating rework and giving FPMs confidence that everything was captured correctly the first time.
With that clarity, we moved into mapping the full workflow behind the experience.
These models aligned design, engineering and operations around one shared system before we moved into interaction design.
Design & Prototyping
With a clear understanding of the field workflow, I moved into low-fidelity wireframing to shape the end-to-end preconstruction walk inside the FPM mobile app. The goal was not visual polish. It was to design an experience that felt steady, predictable and supportive in the middle of a busy workday.
Rather than thinking in terms of static screens, I designed the walk as a guided sequence that mirrored how FPMs naturally move through a property. Each step needed to answer a simple question fast: what do I do here, what changes if I do it and how do I move forward without losing my place.
Several core patterns guided the work:
- A room-based structure that aligned with how FPMs physically navigate a home
- The ability to add, remove or edit scope inline without breaking flow
- Change order creation as a natural outcome, not a separate task
- Photos captured at the moment of inspection, not bolted on later
- Clear summaries so FPMs could review updates before finalizing anything
A key design principle was minimize rework. If something changed on-site, the tool needed to accept that reality without forcing the user to fight the system. That meant thoughtful defaults, easy editing and simple confirmation patterns that built confidence rather than friction.
These wireframes allowed us to stress-test the experience early. We evaluated whether an FPM could complete a full walk while moving through a property, pause when needed, and return without feeling lost or unsure what had been captured. At the same time, the flows helped engineering plan how data moved across systems so change orders, pricing, scope and audit trails all stayed clean.
This phase clarified where structure helped and where flexibility mattered most. It also set the foundation for the high-fidelity design that followed, carrying forward the same focus on clarity, momentum and trust in the field.
Testing & Iteration
We treated testing as an ongoing rhythm rather than a final project phase. Every week we brought new concepts to FPMs and field leadership to see how the experience held up against real work. Early sessions focused on flow, clarity and confidence. As the product matured, testing shifted toward edge cases, offline behavior and the accuracy of change order output.
We also ran on-site testing with a working prototype so we could observe how the tool behaved in the field. This was critical. A preconstruction walk is not done at a desk. It happens in empty rooms, basements, garages and busy environments with unreliable signal.
The themes stayed consistent across cycles:
- FPMs needed to move room to room without losing context
- Editing scope had to feel safe and reversible
- Photos needed to be captured at the exact moment of inspection
- Change orders should flow naturally from the work, not feel like a second job
- Offline reliability mattered more than any single feature
As the tool came together, we heard something important. FPMs said they felt more confident finishing the day knowing everything had already been captured and organized. That clarity was a major signal we were solving the right problem.
Feedback directly shaped the product:
- We refined progress indicators so FPMs always knew where they were in the walk
- We made add and remove actions clearer to prevent hesitation
- We improved summaries so scope changes were easy to review before finalization
- We simplified paths so FPMs did not have to bounce between sections to complete work
Each iteration asked the same question: Can an FPM complete an entire preconstruction walk on-site without rework later.
By validating through weekly conversations and real field testing, we built confidence that the product supported the realities of the job, not an idealized process on a whiteboard.
Delivery
As we moved into handoff, I partnered closely with engineering to protect the intent behind the design. The experience needed to feel steady and predictable in the field, so we focused on interaction clarity, consistency with the design system and reliable behavior across devices and network conditions. Every major flow was reviewed end to end to confirm that the product worked just as well inside a property as it did in the office.
I also worked with our content strategist to refine the language across confirmation states, guidance and change order summaries. The goal was to remove doubt. FPMs needed to understand exactly what had been captured, what would be applied to scope and what would be shared back with operations or clients. Clear wording made the experience feel credible and reduced hesitation at key decision points.
The screens that follow represent the finalized Preconstruction Walk experience. They show how the core patterns come together in a way that supports focus, accuracy and confidence in the field.
Users begin the walk with a clear list of categories that mirror the sections of the property. Categories can be rearranged to match the natural path through the home, so the workflow follows the walk rather than forcing a fixed order. Each category includes a simple progress indicator that shows how many line items have already been reviewed, giving FPMs a quick sense of what’s complete and what still needs attention.
When users open a category, they see a list of line item cards that represent the work scheduled for that part of the property. Each card surfaces the key details up front including the description, materials, quantity and total cost so FPMs can scan and decide quickly.
If the scope looks correct, the user can mark the line item as verified with a simple checkbox on the right. This keeps validation fast and reduces the need to drill into deeper detail unless something needs to be changed.
If something in the scope needs to change, the user can tap into the line item card to edit it directly. Here they can adjust quantities, materials or the description so the work reflects the real condition of the property. Every edit requires a supporting photo, which creates a clear audit trail and removes guesswork later for pricing, approvals or dispute resolution. This keeps the workflow flexible while protecting accuracy and accountability across the system.
If a line item is no longer needed, the user can remove it directly from the line item editor. Tapping Remove prompts the FPM to provide a short reason and a supporting photo so the change is fully documented. This keeps the record clean, gives downstream teams the context they need and prevents confusion later about why scope was reduced or shifted. It also reinforces accountability without slowing the walk or breaking the FPM’s momentum on-site.
Once every line item in a category has a status, the app automatically advances the user to the next section that still needs attention. This keeps momentum going during the walk and removes the need to hunt for unfinished work. FPMs can stay focused on the property rather than managing navigation, confident that nothing will be missed along the way.
If something changes during the walk, users can reset any line item from the editor screen, whether it was verified, removed or edited. This keeps the workflow forgiving and reflects the reality of field work where new details surface as the property is reviewed. Resetting clears the status so the item can be evaluated again and captured accurately before the walk is complete.
When the walk is complete, any line item marked Pending Removal, Pending Update or Pending Add is grouped into a Change Order for client approval. The first step gives the user a clear view of every item included along with the impact on total cost. This makes it easy for FPMs to confirm accuracy before anything is shared with the client and keeps financial changes transparent and traceable.
In the next step, the user selects a reason for the Change Order. Standardized reasons help explain why scope shifted, keep approvals consistent and make it easier for clients and internal teams to understand the context behind each change.
In this step, the user confirms whether the adjustments identified during the preconstruction walk will extend the project timeline. If additional days are needed, they can be added here so the schedule reflects the true scope of work and expectations stay aligned with the client.
In the final step, the user adds a short note to summarize the changes and submits the Change Order for approval with a single tap. This screen also shows the price impact for every pending removal, add or update along with the original scope and the total proposed change. Clients can see exactly how the work has shifted and what it means for cost before approving.
Impact
The Preconstruction Walk transformed how scope was verified in the field. What had once been a fragmented mix of notes, photos and late-night data entry became a single guided workflow that FPMs could complete on-site. Walks moved faster, decisions felt clearer and change orders were created as a natural part of the inspection instead of a separate task that dragged into the evening.
Accuracy improved at the same time. Requiring photos with every change created a clean audit trail that removed ambiguity later for pricing, approvals and dispute resolution. Clients gained more transparency into why scope shifted, and internal teams spent less time chasing context after the fact.
Operationally, the tool reduced friction across the business. With less rework happening after hours, FPMs could support more properties per day without increasing team size. Leaders had greater visibility into scope adjustments and their impact on cost and schedule, which helped planning feel more stable and predictable.
The work also reinforced the value of building tools that reflect real field behavior. By reducing mental load and making each step clear, the product helped teams move with more confidence while keeping data quality high. That balance of speed and accuracy became an important reference point for future product decisions.
Reflection
This project deepened my respect for the realities of field work. Walking properties with FPMs made it clear that the best tools do not slow people down to “fit” the process. They stay out of the way, reduce uncertainty and support good judgment in the moment. The Preconstruction Walk reinforced how much design can help when it starts with how people actually move, think and decide during real work.
It also strengthened my belief that structure and flexibility can live together in a single workflow. FPMs needed room to adapt to what they found on-site while the business needed consistency, clean data and clear audit trails. Finding that balance meant being intentional about defaults, language and pacing so the product felt steady without being rigid.
The small details mattered most. Progress indicators that reassured people they were on track. Photos tied to every change so no one had to debate context later. Clear summaries that let FPMs finish the day with confidence instead of late-night rework. These decisions compound. They shape trust, reduce stress and make complex operations feel a little more human.
More than anything, this work reminded me that great product design is as much about empathy for the people doing the job as it is about systems and scale. When tools honor the reality of the work, teams move faster, quality improves and the organization benefits in ways that are both measurable and felt.
Let’s talk!
If you’re looking for thoughtful, outcomes-driven product design, I’d love to hear what you’re working on.
Say hi!
Designing a mobile experience that helped Field Project Managers verify property scope, capture changes on-site and create accurate change orders before work began.
Results
50%+ Faster Inspections
FPMs finished preconstruction walks faster and fully on-site.
Higher Daily Capacity
With no nightly re-entry FPMs supported more properties each day.
Full Adoption in Pilots
FPMs in pilot markets adopted the new workflow quickly
Accurate Change Orders
Change orders became clearer as edits and new work were captured in real time
Context
As Lessen scaled across thousands of rental properties, the company relied on Field Project Managers to complete a preconstruction walk before any work began. Each walk confirmed that the original scope was accurate, identified gaps and ensured the right work would happen at the right price. But most of this process was still manual. FPMs captured notes on paper, took photos on their phones and rebuilt everything later at night once they were back home.
This workflow created real strain in the field. A single walk could take hours, and re-entry added even more time after the workday ended. Details were easy to miss. Change orders were difficult to assemble. And as volume increased, it became harder to hire enough experienced FPMs to keep pace.
Lessen needed a faster and more reliable way to complete these inspections on-site. The solution had to reduce mental load for FPMs, capture accurate scope changes in real time and create a clean handoff into downstream approvals so projects could start with clarity and confidence.
Core Challenges
1. Hundreds of scope decisions in real-world conditions
Each preconstruction walk required FPMs to verify or correct every line item in the project scope while moving through real homes. Lighting, noise, layout and connectivity were constantly changing. The tool needed to support fast decisions without slowing momentum or increasing cognitive load.
2. A workflow built around paper, photos and memory
Before this product existed, FPMs captured details in notebooks and scattered phone photos, then rebuilt the walk later at night. This created friction, rework and risk. Small mistakes could become costly change orders or delays. We needed to bring the entire workflow into one guided, field-ready experience.
3. Flexibility and accuracy had to coexist
Most scopes were directionally correct, but edits, removals and added work were common. The tool needed to make simple verification effortless while still supporting complex changes in real time. That meant creating guardrails without taking control away from the people doing the work.
4. Unreliable connectivity across properties
Many homes had weak or no service. The app had to work fully offline, save progress automatically and sync safely later without creating duplicate data or confusion. Reliability was not a feature. It was the foundation of user trust.
Who We Served
Field Project Managers (FPMs)
Hands-on operators responsible for walking multiple properties each week. They needed a fast, reliable and forgiving tool that matched the reality of field work in vacant homes, construction sites and inconsistent network conditions.
Operations and Delivery Teams
Teams who managed budgets, approvals and execution across large portfolios. They needed accurate scope data and clear visibility into what was verified, edited or added during each walk so downstream work could run smoothly.
Client Partners
Institutional property owners who depended on predictable cost, quality and timing. They needed transparency into scope changes and confidence that every property began with a validated and accurate plan.
Design Strategy
Our goal was to design a field-ready system that balanced speed, flexibility and accuracy. FPMs needed a simple way to verify the existing scope without slowing down, while still having full control when work needed to be edited, removed or added. Operations and leadership needed confidence that every change would be captured cleanly and flow into downstream approvals without confusion.
Speed for verification by default
Most of the job was confirming what was already correct. We made verification the fastest possible action so FPMs could stay focused on the property rather than the product.
Flexibility when the scope changed
When something was wrong, FPMs could adjust price or quantity, remove items or add new work directly from the walk. The tool supported complexity without forcing it on every interaction.
Forgiving interactions that built trust
Critical actions were reversible and progress was always visible. If an edit needed to be undone, it was simple. The product protected users from costly mistakes instead of punishing them for them.
Reliable performance in the field
The app was designed to work even when connectivity did not. Data saved locally and synced later so FPMs never had to worry about losing work inside a property.
Definition of Success
Success for the Preconstruction Walk was not about digitizing a form. It was about reshaping how Lessen verified work before a project began. The company needed to move away from paper notes, scattered photos and late-night re-entry, and toward a guided mobile workflow that FPMs could complete fully on-site. Every design choice focused on improving speed and accuracy while protecting trust across operations, clients and contractors.
Our success criteria centered on three outcomes: reducing inspection time, capturing structured scope changes and increasing field capacity without adding risk. These goals were shared across product, engineering and operations so everyone was aligned on what “better” really meant.
1. Reduce inspection time without sacrificing quality
Before this product, preconstruction walks often took hours and still required re-entering details later. This slowed projects, added stress for FPMs and introduced risk.
Success meant enabling FPMs to complete the entire walk in the app during a single visit. From a design perspective, this required:
- Fast one-tap confirmation for accurate line items
- Simple controls for adjusting quantity or pricing in real time
- Clear indicators that showed what was verified and what still needed attention
A successful outcome was an inspection that felt lighter and faster without lowering the quality of the review.
2. Capture scope changes as structured, reviewable data
Before the tool, edits and added work were captured in notebooks or spread across photos and emails. Rebuilding that information later created confusion and inconsistencies.
Success meant turning real-time edits into structured change orders that flowed cleanly into downstream approvals. Design supported this by:
- Making every edit intentional and traceable
- Keeping removed and added items clearly visible
- Preserving context so reviewers understood what changed and why
The result was greater transparency across teams and fewer costly surprises once work began.
3. Increase field capacity by reducing rework
Re-entering details at night limited how many properties an FPM could support in a week and contributed to burnout.
Success meant eliminating as much duplicate work as possible so more time could be spent in the field rather than behind a laptop. Design contributed through:
- A workflow that matched how FPMs naturally moved through a property
- Offline reliability so progress was never at risk
- A calm, predictable experience that reduced mental load
The real measure of success was simple. FPMs should be able to walk more properties with more confidence, while the business scaled without needing to grow headcount at the same pace.
How We Worked
Our core team included four designers, nine engineers, one product manager and one content strategist. We worked quickly and iteratively with a shared goal of building a field-ready tool that felt simple, reliable and natural to use on-site.
As Lead Designer, I owned the product vision, interaction model and overall structure of the experience from concept through delivery. I partnered closely with the other designers to divide workflows, review patterns and keep quality consistent across the product. I also worked with our content strategist to shape language that reduced hesitation and kept the experience calm and clear, especially in moments where decisions affected cost or scope.
Collaboration with engineering was constant. We held early design reviews to confirm feasibility and refine edge cases like offline behavior, sync logic and progress states. This helped ensure that interactions worked in real-world conditions rather than only in ideal environments. I also partnered with field leadership so the experience reflected how FPMs actually moved through homes, not just how the system was organized internally.
We ran continuous feedback loops with FPMs across multiple markets and refined the experience based on what we learned. Sessions included walkthroughs, field testing and open discussion about where the tool helped and where it slowed them down. This rhythm kept the work grounded in real value and aligned design, product and engineering around the same outcomes.
The result was a collaborative culture where every decision supported a clear goal: help FPMs complete the entire walk on-site with confidence while improving accuracy across the business.
Process
We approached this work with a clear focus on the realities of field operations and the people doing the job every day. With a tight delivery timeline, I structured the effort around clear goals and fast decision cycles. Research, design and validation acted as overlapping lenses that helped us understand the mental load of a preconstruction walk, uncover where uncertainty crept in and test whether each step still made sense inside a real property. This approach reduced guesswork, aligned the team and helped us shape a workflow that felt natural for FPMs and dependable for operations.
Research
Design
Validation
Research
We began by listening to the people doing the work every day. I ran a mixed-method research effort that included a survey with ten FPMs, three remote interviews and recurring feedback sessions with field leadership. The goal was simple. Understand what a preconstruction walk really feels like in the field and where the current tools were falling short.
How satisfied are you with the current tools and applications provided by Lessen for your property walks?
40%
10%
40%
10%
VERY SATISFIED
SLIGHTLY SATISFIED
SLIGHTLY DISSATISFIED
VERY DISSATISFIED
How satisfied are you with third party tools and applications for your property walks?
40%
20%
30%
10%
VERY SATISFIED
SLIGHTLY SATISFIED
SLIGHTLY DISSATISFIED
VERY DISSATISFIED
What features or functionalities do you believe are missing from existing third party tools that would significantly improve your workflow?
Rearrange Categories
6
Progress Indicators
5
Photo Upload
8
Offline Functionality
6
0
5
10
What are the biggest unnecessary time consumers during your day?
Post-walk Reconciliation
10
Signal Loss
5
Property Access
3
Contractor Issues
3
0
5
10
How do you most often communicate with property owners throughout the different phases of a renovation project?
40%
40%
20%
PHONE
TEXT
OTHER
How do you most often communicate with contractors throughout the different phases of a renovation project?
70%
10%
10%
10%
PHONE
TEXT
OTHER
The surveys showed a clear pattern. Satisfaction with existing tools was mixed at best. Many FPMs described feeling only slightly satisfied or dissatisfied with both internal and third-party tools. The reasons were consistent:
- They wanted more control and flexibility when walking a property, including the ability to modify or hide pricing
- They needed to rearrange categories to match the physical layout of the home, because the scope often did not match reality
- Too few photos were captured during initial inspections, which created confusion later
- And above all, offline reliability mattered because signal loss was common inside properties
When we asked what features would significantly improve their workflow, the strongest themes were photo upload, offline functionality, progress visibility and customizable categories. And when we asked where the most time was wasted, the response was nearly unanimous:
Post-walk reconciliation was the single biggest time drain.
FPMs were spending evenings rebuilding notes, attaching photos, clarifying details and trying to make sense of handwritten lists. The workday didn’t end when they left the property.
To go deeper, we paired this data with empathy mapping to capture what FPMs were seeing, thinking and feeling during a walk. The picture became clear. They were under time pressure, juggling hundreds of details and constantly worried about missing something important. The tools weren’t wrong. They were just not built for the conditions of the job.
From there, we created a focused persona to align the team around one shared mental model instead of a generic user type.
This research grounded the rest of the work. It told us that success wasn’t about adding more features. It was about reducing cognitive load, eliminating rework and giving FPMs confidence that everything was captured correctly the first time.
With that clarity, we moved into mapping the full workflow behind the experience.
These models aligned design, engineering and operations around one shared system before we moved into interaction design.
Design & Prototyping
With a clear understanding of the field workflow, I moved into low-fidelity wireframing to shape the end-to-end preconstruction walk inside the FPM mobile app. The goal was not visual polish. It was to design an experience that felt steady, predictable and supportive in the middle of a busy workday.
Rather than thinking in terms of static screens, I designed the walk as a guided sequence that mirrored how FPMs naturally move through a property. Each step needed to answer a simple question fast: what do I do here, what changes if I do it and how do I move forward without losing my place.
Several core patterns guided the work:
- A room-based structure that aligned with how FPMs physically navigate a home
- The ability to add, remove or edit scope inline without breaking flow
- Change order creation as a natural outcome, not a separate task
- Photos captured at the moment of inspection, not bolted on later
- Clear summaries so FPMs could review updates before finalizing anything
A key design principle was minimize rework. If something changed on-site, the tool needed to accept that reality without forcing the user to fight the system. That meant thoughtful defaults, easy editing and simple confirmation patterns that built confidence rather than friction.
These wireframes allowed us to stress-test the experience early. We evaluated whether an FPM could complete a full walk while moving through a property, pause when needed, and return without feeling lost or unsure what had been captured. At the same time, the flows helped engineering plan how data moved across systems so change orders, pricing, scope and audit trails all stayed clean.
This phase clarified where structure helped and where flexibility mattered most. It also set the foundation for the high-fidelity design that followed, carrying forward the same focus on clarity, momentum and trust in the field.
Testing & Iteration
We treated testing as an ongoing rhythm rather than a final project phase. Every week we brought new concepts to FPMs and field leadership to see how the experience held up against real work. Early sessions focused on flow, clarity and confidence. As the product matured, testing shifted toward edge cases, offline behavior and the accuracy of change order output.
We also ran on-site testing with a working prototype so we could observe how the tool behaved in the field. This was critical. A preconstruction walk is not done at a desk. It happens in empty rooms, basements, garages and busy environments with unreliable signal.
The themes stayed consistent across cycles:
- FPMs needed to move room to room without losing context
- Editing scope had to feel safe and reversible
- Photos needed to be captured at the exact moment of inspection
- Change orders should flow naturally from the work, not feel like a second job
- Offline reliability mattered more than any single feature
As the tool came together, we heard something important. FPMs said they felt more confident finishing the day knowing everything had already been captured and organized. That clarity was a major signal we were solving the right problem.
Feedback directly shaped the product:
- We refined progress indicators so FPMs always knew where they were in the walk
- We made add and remove actions clearer to prevent hesitation
- We improved summaries so scope changes were easy to review before finalization
- We simplified paths so FPMs did not have to bounce between sections to complete work
Each iteration asked the same question: Can an FPM complete an entire preconstruction walk on-site without rework later.
By validating through weekly conversations and real field testing, we built confidence that the product supported the realities of the job, not an idealized process on a whiteboard.
Delivery
As we moved into handoff, I partnered closely with engineering to protect the intent behind the design. The experience needed to feel steady and predictable in the field, so we focused on interaction clarity, consistency with the design system and reliable behavior across devices and network conditions. Every major flow was reviewed end to end to confirm that the product worked just as well inside a property as it did in the office.
I also worked with our content strategist to refine the language across confirmation states, guidance and change order summaries. The goal was to remove doubt. FPMs needed to understand exactly what had been captured, what would be applied to scope and what would be shared back with operations or clients. Clear wording made the experience feel credible and reduced hesitation at key decision points.
The screens that follow represent the finalized Preconstruction Walk experience. They show how the core patterns come together in a way that supports focus, accuracy and confidence in the field.
Users begin the walk with a clear list of categories that mirror the sections of the property. Categories can be rearranged to match the natural path through the home, so the workflow follows the walk rather than forcing a fixed order. Each category includes a simple progress indicator that shows how many line items have already been reviewed, giving FPMs a quick sense of what’s complete and what still needs attention.
When users open a category, they see a list of line item cards that represent the work scheduled for that part of the property. Each card surfaces the key details up front including the description, materials, quantity and total cost so FPMs can scan and decide quickly.
If the scope looks correct, the user can mark the line item as verified with a simple checkbox on the right. This keeps validation fast and reduces the need to drill into deeper detail unless something needs to be changed.
If something in the scope needs to change, the user can tap into the line item card to edit it directly. Here they can adjust quantities, materials or the description so the work reflects the real condition of the property. Every edit requires a supporting photo, which creates a clear audit trail and removes guesswork later for pricing, approvals or dispute resolution. This keeps the workflow flexible while protecting accuracy and accountability across the system.
If a line item is no longer needed, the user can remove it directly from the line item editor. Tapping Remove prompts the FPM to provide a short reason and a supporting photo so the change is fully documented. This keeps the record clean, gives downstream teams the context they need and prevents confusion later about why scope was reduced or shifted. It also reinforces accountability without slowing the walk or breaking the FPM’s momentum on-site.
Once every line item in a category has a status, the app automatically advances the user to the next section that still needs attention. This keeps momentum going during the walk and removes the need to hunt for unfinished work. FPMs can stay focused on the property rather than managing navigation, confident that nothing will be missed along the way.
If something changes during the walk, users can reset any line item from the editor screen, whether it was verified, removed or edited. This keeps the workflow forgiving and reflects the reality of field work where new details surface as the property is reviewed. Resetting clears the status so the item can be evaluated again and captured accurately before the walk is complete.
When the walk is complete, any line item marked Pending Removal, Pending Update or Pending Add is grouped into a Change Order for client approval. The first step gives the user a clear view of every item included along with the impact on total cost. This makes it easy for FPMs to confirm accuracy before anything is shared with the client and keeps financial changes transparent and traceable.
In the next step, the user selects a reason for the Change Order. Standardized reasons help explain why scope shifted, keep approvals consistent and make it easier for clients and internal teams to understand the context behind each change.
In this step, the user confirms whether the adjustments identified during the preconstruction walk will extend the project timeline. If additional days are needed, they can be added here so the schedule reflects the true scope of work and expectations stay aligned with the client.
In the final step, the user adds a short note to summarize the changes and submits the Change Order for approval with a single tap. This screen also shows the price impact for every pending removal, add or update along with the original scope and the total proposed change. Clients can see exactly how the work has shifted and what it means for cost before approving.
Impact
The Preconstruction Walk transformed how scope was verified in the field. What had once been a fragmented mix of notes, photos and late-night data entry became a single guided workflow that FPMs could complete on-site. Walks moved faster, decisions felt clearer and change orders were created as a natural part of the inspection instead of a separate task that dragged into the evening.
Accuracy improved at the same time. Requiring photos with every change created a clean audit trail that removed ambiguity later for pricing, approvals and dispute resolution. Clients gained more transparency into why scope shifted, and internal teams spent less time chasing context after the fact.
Operationally, the tool reduced friction across the business. With less rework happening after hours, FPMs could support more properties per day without increasing team size. Leaders had greater visibility into scope adjustments and their impact on cost and schedule, which helped planning feel more stable and predictable.
The work also reinforced the value of building tools that reflect real field behavior. By reducing mental load and making each step clear, the product helped teams move with more confidence while keeping data quality high. That balance of speed and accuracy became an important reference point for future product decisions.
Reflection
This project deepened my respect for the realities of field work. Walking properties with FPMs made it clear that the best tools do not slow people down to “fit” the process. They stay out of the way, reduce uncertainty and support good judgment in the moment. The Preconstruction Walk reinforced how much design can help when it starts with how people actually move, think and decide during real work.
It also strengthened my belief that structure and flexibility can live together in a single workflow. FPMs needed room to adapt to what they found on-site while the business needed consistency, clean data and clear audit trails. Finding that balance meant being intentional about defaults, language and pacing so the product felt steady without being rigid.
The small details mattered most. Progress indicators that reassured people they were on track. Photos tied to every change so no one had to debate context later. Clear summaries that let FPMs finish the day with confidence instead of late-night rework. These decisions compound. They shape trust, reduce stress and make complex operations feel a little more human.
More than anything, this work reminded me that great product design is as much about empathy for the people doing the job as it is about systems and scale. When tools honor the reality of the work, teams move faster, quality improves and the organization benefits in ways that are both measurable and felt.
Let’s talk!
If you’re looking for thoughtful, outcomes-driven product design, I’d love to hear what you’re working on.
Say hi!
Designing a mobile experience that helped Field Project Managers verify property scope, capture changes on-site and create accurate change orders before work began.
Results
50%+ Faster Inspections
FPMs finished preconstruction walks faster and fully
on-site.
Higher Daily Capacity
With no nightly re-entry FPMs supported more properties each day.
Full Adoption in Pilots
FPMs in pilot markets adopted the new workflow quickly
Accurate Change Orders
Change orders became clearer as edits and new work were captured in real time
Context
As Lessen scaled across thousands of rental properties, the company relied on Field Project Managers to complete a preconstruction walk before any work began. Each walk confirmed that the original scope was accurate, identified gaps and ensured the right work would happen at the right price. But most of this process was still manual. FPMs captured notes on paper, took photos on their phones and rebuilt everything later at night once they were back home.
This workflow created real strain in the field. A single walk could take hours, and re-entry added even more time after the workday ended. Details were easy to miss. Change orders were difficult to assemble. And as volume increased, it became harder to hire enough experienced FPMs to keep pace.
Lessen needed a faster and more reliable way to complete these inspections on-site. The solution had to reduce mental load for FPMs, capture accurate scope changes in real time and create a clean handoff into downstream approvals so projects could start with clarity and confidence.
Core Challenges
1. Hundreds of scope decisions in real-world conditions
Each preconstruction walk required FPMs to verify or correct every line item in the project scope while moving through real homes. Lighting, noise, layout and connectivity were constantly changing. The tool needed to support fast decisions without slowing momentum or increasing cognitive load.
2. A workflow built around paper, photos and memory
Before this product existed, FPMs captured details in notebooks and scattered phone photos, then rebuilt the walk later at night. This created friction, rework and risk. Small mistakes could become costly change orders or delays. We needed to bring the entire workflow into one guided, field-ready experience.
3. Flexibility and accuracy had to coexist
Most scopes were directionally correct, but edits, removals and added work were common. The tool needed to make simple verification effortless while still supporting complex changes in real time. That meant creating guardrails without taking control away from the people doing the work.
4. Unreliable connectivity across properties
Many homes had weak or no service. The app had to work fully offline, save progress automatically and sync safely later without creating duplicate data or confusion. Reliability was not a feature. It was the foundation of user trust.
Who We Served
Field Project Managers (FPMs)
Hands-on operators responsible for walking multiple properties each week. They needed a fast, reliable and forgiving tool that matched the reality of field work in vacant homes, construction sites and inconsistent network conditions.
Operations and Delivery Teams
Teams who managed budgets, approvals and execution across large portfolios. They needed accurate scope data and clear visibility into what was verified, edited or added during each walk so downstream work could run smoothly.
Client Partners
Institutional property owners who depended on predictable cost, quality and timing. They needed transparency into scope changes and confidence that every property began with a validated and accurate plan.
Design Strategy
Our goal was to design a field-ready system that balanced speed, flexibility and accuracy. FPMs needed a simple way to verify the existing scope without slowing down, while still having full control when work needed to be edited, removed or added. Operations and leadership needed confidence that every change would be captured cleanly and flow into downstream approvals without confusion.
Speed for verification by default
Most of the job was confirming what was already correct. We made verification the fastest possible action so FPMs could stay focused on the property rather than the product.
Flexibility when the scope changed
When something was wrong, FPMs could adjust price or quantity, remove items or add new work directly from the walk. The tool supported complexity without forcing it on every interaction.
Forgiving interactions that built trust
Critical actions were reversible and progress was always visible. If an edit needed to be undone, it was simple. The product protected users from costly mistakes instead of punishing them for them.
Reliable performance in the field
The app was designed to work even when connectivity did not. Data saved locally and synced later so FPMs never had to worry about losing work inside a property.
Definition of Success
Success for the Preconstruction Walk was not about digitizing a form. It was about reshaping how Lessen verified work before a project began. The company needed to move away from paper notes, scattered photos and late-night re-entry, and toward a guided mobile workflow that FPMs could complete fully on-site. Every design choice focused on improving speed and accuracy while protecting trust across operations, clients and contractors.
Our success criteria centered on three outcomes: reducing inspection time, capturing structured scope changes and increasing field capacity without adding risk. These goals were shared across product, engineering and operations so everyone was aligned on what “better” really meant.
1. Reduce inspection time without sacrificing quality
Before this product, preconstruction walks often took hours and still required re-entering details later. This slowed projects, added stress for FPMs and introduced risk.
Success meant enabling FPMs to complete the entire walk in the app during a single visit. From a design perspective, this required:
- Fast one-tap confirmation for accurate line items
- Simple controls for adjusting quantity or pricing in real time
- Clear indicators that showed what was verified and what still needed attention
A successful outcome was an inspection that felt lighter and faster without lowering the quality of the review.
2. Capture scope changes as structured, reviewable data
Before the tool, edits and added work were captured in notebooks or spread across photos and emails. Rebuilding that information later created confusion and inconsistencies.
Success meant turning real-time edits into structured change orders that flowed cleanly into downstream approvals. Design supported this by:
- Making every edit intentional and traceable
- Keeping removed and added items clearly visible
- Preserving context so reviewers understood what changed and why
The result was greater transparency across teams and fewer costly surprises once work began.
3. Increase field capacity by reducing rework
Re-entering details at night limited how many properties an FPM could support in a week and contributed to burnout.
Success meant eliminating as much duplicate work as possible so more time could be spent in the field rather than behind a laptop. Design contributed through:
- A workflow that matched how FPMs naturally moved through a property
- Offline reliability so progress was never at risk
- A calm, predictable experience that reduced mental load
The real measure of success was simple. FPMs should be able to walk more properties with more confidence, while the business scaled without needing to grow headcount at the same pace.
How We Worked
Our core team included four designers, nine engineers, one product manager and one content strategist. We worked quickly and iteratively with a shared goal of building a field-ready tool that felt simple, reliable and natural to use on-site.
As Lead Designer, I owned the product vision, interaction model and overall structure of the experience from concept through delivery. I partnered closely with the other designers to divide workflows, review patterns and keep quality consistent across the product. I also worked with our content strategist to shape language that reduced hesitation and kept the experience calm and clear, especially in moments where decisions affected cost or scope.
Collaboration with engineering was constant. We held early design reviews to confirm feasibility and refine edge cases like offline behavior, sync logic and progress states. This helped ensure that interactions worked in real-world conditions rather than only in ideal environments. I also partnered with field leadership so the experience reflected how FPMs actually moved through homes, not just how the system was organized internally.
We ran continuous feedback loops with FPMs across multiple markets and refined the experience based on what we learned. Sessions included walkthroughs, field testing and open discussion about where the tool helped and where it slowed them down. This rhythm kept the work grounded in real value and aligned design, product and engineering around the same outcomes.
The result was a collaborative culture where every decision supported a clear goal: help FPMs complete the entire walk on-site with confidence while improving accuracy across the business.
Process
We approached this work with a clear focus on the realities of field operations and the people doing the job every day. With a tight delivery timeline, I structured the effort around clear goals and fast decision cycles. Research, design and validation acted as overlapping lenses that helped us understand the mental load of a preconstruction walk, uncover where uncertainty crept in and test whether each step still made sense inside a real property. This approach reduced guesswork, aligned the team and helped us shape a workflow that felt natural for FPMs and dependable for operations.
Research
Design
Validation
Research
We began by listening to the people doing the work every day. I ran a mixed-method research effort that included a survey with ten FPMs, three remote interviews and recurring feedback sessions with field leadership. The goal was simple. Understand what a preconstruction walk really feels like in the field and where the current tools were falling short.
How satisfied are you with the current tools and applications provided by Lessen for your property walks?
40%
10%
40%
10%
VERY SATISFIED
SLIGHTLY SATISFIED
SLIGHTLY DISSATISFIED
VERY DISSATISFIED
How satisfied are you with third party tools and applications for your property walks?
40%
20%
30%
10%
VERY SATISFIED
SLIGHTLY SATISFIED
SLIGHTLY DISSATISFIED
VERY DISSATISFIED
What features or functionalities do you believe are missing from existing third party tools that would significantly improve your workflow?
Rearrange Categories
6
Progress Indicators
5
Photo Upload
8
Offline Functionality
6
0
5
10
What are the biggest unnecessary time consumers during your day?
Post-walk Reconciliation
10
Signal Loss
5
Property Access
3
Contractor Issues
3
0
5
10
How do you most often communicate with property owners throughout the different phases of a renovation project?
40%
40%
20%
PHONE
TEXT
OTHER
How do you most often communicate with contractors throughout the different phases of a renovation project?
70%
10%
10%
10%
PHONE
TEXT
OTHER
The surveys showed a clear pattern. Satisfaction with existing tools was mixed at best. Many FPMs described feeling only slightly satisfied or dissatisfied with both internal and third-party tools. The reasons were consistent:
- They wanted more control and flexibility when walking a property, including the ability to modify or hide pricing
- They needed to rearrange categories to match the physical layout of the home, because the scope often did not match reality
- Too few photos were captured during initial inspections, which created confusion later
- And above all, offline reliability mattered because signal loss was common inside properties
When we asked what features would significantly improve their workflow, the strongest themes were photo upload, offline functionality, progress visibility and customizable categories. And when we asked where the most time was wasted, the response was nearly unanimous:
Post-walk reconciliation was the single biggest time drain.
FPMs were spending evenings rebuilding notes, attaching photos, clarifying details and trying to make sense of handwritten lists. The workday didn’t end when they left the property.
To go deeper, we paired this data with empathy mapping to capture what FPMs were seeing, thinking and feeling during a walk. The picture became clear. They were under time pressure, juggling hundreds of details and constantly worried about missing something important. The tools weren’t wrong. They were just not built for the conditions of the job.
From there, we created a focused persona to align the team around one shared mental model instead of a generic user type.
This research grounded the rest of the work. It told us that success wasn’t about adding more features. It was about reducing cognitive load, eliminating rework and giving FPMs confidence that everything was captured correctly the first time.
With that clarity, we moved into mapping the full workflow behind the experience.
These models aligned design, engineering and operations around one shared system before we moved into interaction design.
Design & Prototyping
With a clear understanding of the field workflow, I moved into low-fidelity wireframing to shape the end-to-end preconstruction walk inside the FPM mobile app. The goal was not visual polish. It was to design an experience that felt steady, predictable and supportive in the middle of a busy workday.
Rather than thinking in terms of static screens, I designed the walk as a guided sequence that mirrored how FPMs naturally move through a property. Each step needed to answer a simple question fast: what do I do here, what changes if I do it and how do I move forward without losing my place.
Several core patterns guided the work:
- A room-based structure that aligned with how FPMs physically navigate a home
- The ability to add, remove or edit scope inline without breaking flow
- Change order creation as a natural outcome, not a separate task
- Photos captured at the moment of inspection, not bolted on later
- Clear summaries so FPMs could review updates before finalizing anything
A key design principle was minimize rework. If something changed on-site, the tool needed to accept that reality without forcing the user to fight the system. That meant thoughtful defaults, easy editing and simple confirmation patterns that built confidence rather than friction.
These wireframes allowed us to stress-test the experience early. We evaluated whether an FPM could complete a full walk while moving through a property, pause when needed, and return without feeling lost or unsure what had been captured. At the same time, the flows helped engineering plan how data moved across systems so change orders, pricing, scope and audit trails all stayed clean.
This phase clarified where structure helped and where flexibility mattered most. It also set the foundation for the high-fidelity design that followed, carrying forward the same focus on clarity, momentum and trust in the field.
Testing & Iteration
We treated testing as an ongoing rhythm rather than a final project phase. Every week we brought new concepts to FPMs and field leadership to see how the experience held up against real work. Early sessions focused on flow, clarity and confidence. As the product matured, testing shifted toward edge cases, offline behavior and the accuracy of change order output.
We also ran on-site testing with a working prototype so we could observe how the tool behaved in the field. This was critical. A preconstruction walk is not done at a desk. It happens in empty rooms, basements, garages and busy environments with unreliable signal.
The themes stayed consistent across cycles:
- FPMs needed to move room to room without losing context
- Editing scope had to feel safe and reversible
- Photos needed to be captured at the exact moment of inspection
- Change orders should flow naturally from the work, not feel like a second job
- Offline reliability mattered more than any single feature
As the tool came together, we heard something important. FPMs said they felt more confident finishing the day knowing everything had already been captured and organized. That clarity was a major signal we were solving the right problem.
Feedback directly shaped the product:
- We refined progress indicators so FPMs always knew where they were in the walk
- We made add and remove actions clearer to prevent hesitation
- We improved summaries so scope changes were easy to review before finalization
- We simplified paths so FPMs did not have to bounce between sections to complete work
Each iteration asked the same question: Can an FPM complete an entire preconstruction walk on-site without rework later.
By validating through weekly conversations and real field testing, we built confidence that the product supported the realities of the job, not an idealized process on a whiteboard.
Delivery
As we moved into handoff, I partnered closely with engineering to protect the intent behind the design. The experience needed to feel steady and predictable in the field, so we focused on interaction clarity, consistency with the design system and reliable behavior across devices and network conditions. Every major flow was reviewed end to end to confirm that the product worked just as well inside a property as it did in the office.
I also worked with our content strategist to refine the language across confirmation states, guidance and change order summaries. The goal was to remove doubt. FPMs needed to understand exactly what had been captured, what would be applied to scope and what would be shared back with operations or clients. Clear wording made the experience feel credible and reduced hesitation at key decision points.
The screens that follow represent the finalized Preconstruction Walk experience. They show how the core patterns come together in a way that supports focus, accuracy and confidence in the field.
Users begin the walk with a clear list of categories that mirror the sections of the property. Categories can be rearranged to match the natural path through the home, so the workflow follows the walk rather than forcing a fixed order. Each category includes a simple progress indicator that shows how many line items have already been reviewed, giving FPMs a quick sense of what’s complete and what still needs attention.
When users open a category, they see a list of line item cards that represent the work scheduled for that part of the property. Each card surfaces the key details up front including the description, materials, quantity and total cost so FPMs can scan and decide quickly.
If the scope looks correct, the user can mark the line item as verified with a simple checkbox on the right. This keeps validation fast and reduces the need to drill into deeper detail unless something needs to be changed.
If something in the scope needs to change, the user can tap into the line item card to edit it directly. Here they can adjust quantities, materials or the description so the work reflects the real condition of the property. Every edit requires a supporting photo, which creates a clear audit trail and removes guesswork later for pricing, approvals or dispute resolution. This keeps the workflow flexible while protecting accuracy and accountability across the system.
If a line item is no longer needed, the user can remove it directly from the line item editor. Tapping Remove prompts the FPM to provide a short reason and a supporting photo so the change is fully documented. This keeps the record clean, gives downstream teams the context they need and prevents confusion later about why scope was reduced or shifted. It also reinforces accountability without slowing the walk or breaking the FPM’s momentum on-site.
Once every line item in a category has a status, the app automatically advances the user to the next section that still needs attention. This keeps momentum going during the walk and removes the need to hunt for unfinished work. FPMs can stay focused on the property rather than managing navigation, confident that nothing will be missed along the way.
If something changes during the walk, users can reset any line item from the editor screen, whether it was verified, removed or edited. This keeps the workflow forgiving and reflects the reality of field work where new details surface as the property is reviewed. Resetting clears the status so the item can be evaluated again and captured accurately before the walk is complete.
When the walk is complete, any line item marked Pending Removal, Pending Update or Pending Add is grouped into a Change Order for client approval. The first step gives the user a clear view of every item included along with the impact on total cost. This makes it easy for FPMs to confirm accuracy before anything is shared with the client and keeps financial changes transparent and traceable.
In the next step, the user selects a reason for the Change Order. Standardized reasons help explain why scope shifted, keep approvals consistent and make it easier for clients and internal teams to understand the context behind each change.
In this step, the user confirms whether the adjustments identified during the preconstruction walk will extend the project timeline. If additional days are needed, they can be added here so the schedule reflects the true scope of work and expectations stay aligned with the client.
In the final step, the user adds a short note to summarize the changes and submits the Change Order for approval with a single tap. This screen also shows the price impact for every pending removal, add or update along with the original scope and the total proposed change. Clients can see exactly how the work has shifted and what it means for cost before approving.
Impact
The Preconstruction Walk transformed how scope was verified in the field. What had once been a fragmented mix of notes, photos and late-night data entry became a single guided workflow that FPMs could complete on-site. Walks moved faster, decisions felt clearer and change orders were created as a natural part of the inspection instead of a separate task that dragged into the evening.
Accuracy improved at the same time. Requiring photos with every change created a clean audit trail that removed ambiguity later for pricing, approvals and dispute resolution. Clients gained more transparency into why scope shifted, and internal teams spent less time chasing context after the fact.
Operationally, the tool reduced friction across the business. With less rework happening after hours, FPMs could support more properties per day without increasing team size. Leaders had greater visibility into scope adjustments and their impact on cost and schedule, which helped planning feel more stable and predictable.
The work also reinforced the value of building tools that reflect real field behavior. By reducing mental load and making each step clear, the product helped teams move with more confidence while keeping data quality high. That balance of speed and accuracy became an important reference point for future product decisions.
Reflection
This project deepened my respect for the realities of field work. Walking properties with FPMs made it clear that the best tools do not slow people down to “fit” the process. They stay out of the way, reduce uncertainty and support good judgment in the moment. The Preconstruction Walk reinforced how much design can help when it starts with how people actually move, think and decide during real work.
It also strengthened my belief that structure and flexibility can live together in a single workflow. FPMs needed room to adapt to what they found on-site while the business needed consistency, clean data and clear audit trails. Finding that balance meant being intentional about defaults, language and pacing so the product felt steady without being rigid.
The small details mattered most. Progress indicators that reassured people they were on track. Photos tied to every change so no one had to debate context later. Clear summaries that let FPMs finish the day with confidence instead of late-night rework. These decisions compound. They shape trust, reduce stress and make complex operations feel a little more human.
More than anything, this work reminded me that great product design is as much about empathy for the people doing the job as it is about systems and scale. When tools honor the reality of the work, teams move faster, quality improves and the organization benefits in ways that are both measurable and felt.
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Designing a mobile experience that helped Field Project Managers verify property scope, capture changes on-site and create accurate change orders before work began.
Results
50%+ Faster Inspections
FPMs finished preconstruction walks faster and fully
on-site.
Higher Daily Capacity
With no nightly re-entry FPMs supported more properties each day.
Full Adoption in Pilots
FPMs in pilot markets adopted the new workflow quickly
Accurate Change Orders
Change orders became clearer as edits and new work were captured in real time
Context
As Lessen scaled across thousands of rental properties, the company relied on Field Project Managers to complete a preconstruction walk before any work began. Each walk confirmed that the original scope was accurate, identified gaps and ensured the right work would happen at the right price. But most of this process was still manual. FPMs captured notes on paper, took photos on their phones and rebuilt everything later at night once they were back home.
This workflow created real strain in the field. A single walk could take hours, and re-entry added even more time after the workday ended. Details were easy to miss. Change orders were difficult to assemble. And as volume increased, it became harder to hire enough experienced FPMs to keep pace.
Lessen needed a faster and more reliable way to complete these inspections on-site. The solution had to reduce mental load for FPMs, capture accurate scope changes in real time and create a clean handoff into downstream approvals so projects could start with clarity and confidence.
Core Challenges
1. Hundreds of scope decisions in real-world conditions
Each preconstruction walk required FPMs to verify or correct every line item in the project scope while moving through real homes. Lighting, noise, layout and connectivity were constantly changing. The tool needed to support fast decisions without slowing momentum or increasing cognitive load.
2. A workflow built around paper, photos and memory
Before this product existed, FPMs captured details in notebooks and scattered phone photos, then rebuilt the walk later at night. This created friction, rework and risk. Small mistakes could become costly change orders or delays. We needed to bring the entire workflow into one guided, field-ready experience.
3. Flexibility and accuracy had to coexist
Most scopes were directionally correct, but edits, removals and added work were common. The tool needed to make simple verification effortless while still supporting complex changes in real time. That meant creating guardrails without taking control away from the people doing the work.
4. Unreliable connectivity across properties
Many homes had weak or no service. The app had to work fully offline, save progress automatically and sync safely later without creating duplicate data or confusion. Reliability was not a feature. It was the foundation of user trust.
Who We Served
Field Project Managers (FPMs)
Hands-on operators responsible for walking multiple properties each week. They needed a fast, reliable and forgiving tool that matched the reality of field work in vacant homes, construction sites and inconsistent network conditions.
Operations and Delivery Teams
Teams who managed budgets, approvals and execution across large portfolios. They needed accurate scope data and clear visibility into what was verified, edited or added during each walk so downstream work could run smoothly.
Client Partners
Institutional property owners who depended on predictable cost, quality and timing. They needed transparency into scope changes and confidence that every property began with a validated and accurate plan.
Design Strategy
Our goal was to design a field-ready system that balanced speed, flexibility and accuracy. FPMs needed a simple way to verify the existing scope without slowing down, while still having full control when work needed to be edited, removed or added. Operations and leadership needed confidence that every change would be captured cleanly and flow into downstream approvals without confusion.
Speed for verification by default
Most of the job was confirming what was already correct. We made verification the fastest possible action so FPMs could stay focused on the property rather than the product.
Flexibility when the scope changed
When something was wrong, FPMs could adjust price or quantity, remove items or add new work directly from the walk. The tool supported complexity without forcing it on every interaction.
Forgiving interactions that built trust
Critical actions were reversible and progress was always visible. If an edit needed to be undone, it was simple. The product protected users from costly mistakes instead of punishing them for them.
Reliable performance in the field
The app was designed to work even when connectivity did not. Data saved locally and synced later so FPMs never had to worry about losing work inside a property.
Definition of Success
Success for the Preconstruction Walk was not about digitizing a form. It was about reshaping how Lessen verified work before a project began. The company needed to move away from paper notes, scattered photos and late-night re-entry, and toward a guided mobile workflow that FPMs could complete fully on-site. Every design choice focused on improving speed and accuracy while protecting trust across operations, clients and contractors.
Our success criteria centered on three outcomes: reducing inspection time, capturing structured scope changes and increasing field capacity without adding risk. These goals were shared across product, engineering and operations so everyone was aligned on what “better” really meant.
1. Reduce inspection time without sacrificing quality
Before this product, preconstruction walks often took hours and still required re-entering details later. This slowed projects, added stress for FPMs and introduced risk.
Success meant enabling FPMs to complete the entire walk in the app during a single visit. From a design perspective, this required:
- Fast one-tap confirmation for accurate line items
- Simple controls for adjusting quantity or pricing in real time
- Clear indicators that showed what was verified and what still needed attention
A successful outcome was an inspection that felt lighter and faster without lowering the quality of the review.
2. Capture scope changes as structured, reviewable data
Before the tool, edits and added work were captured in notebooks or spread across photos and emails. Rebuilding that information later created confusion and inconsistencies.
Success meant turning real-time edits into structured change orders that flowed cleanly into downstream approvals. Design supported this by:
- Making every edit intentional and traceable
- Keeping removed and added items clearly visible
- Preserving context so reviewers understood what changed and why
The result was greater transparency across teams and fewer costly surprises once work began.
3. Increase field capacity by reducing rework
Re-entering details at night limited how many properties an FPM could support in a week and contributed to burnout.
Success meant eliminating as much duplicate work as possible so more time could be spent in the field rather than behind a laptop. Design contributed through:
- A workflow that matched how FPMs naturally moved through a property
- Offline reliability so progress was never at risk
- A calm, predictable experience that reduced mental load
The real measure of success was simple. FPMs should be able to walk more properties with more confidence, while the business scaled without needing to grow headcount at the same pace.
How We Worked
Our core team included four designers, nine engineers, one product manager and one content strategist. We worked quickly and iteratively with a shared goal of building a field-ready tool that felt simple, reliable and natural to use on-site.
As Lead Designer, I owned the product vision, interaction model and overall structure of the experience from concept through delivery. I partnered closely with the other designers to divide workflows, review patterns and keep quality consistent across the product. I also worked with our content strategist to shape language that reduced hesitation and kept the experience calm and clear, especially in moments where decisions affected cost or scope.
Collaboration with engineering was constant. We held early design reviews to confirm feasibility and refine edge cases like offline behavior, sync logic and progress states. This helped ensure that interactions worked in real-world conditions rather than only in ideal environments. I also partnered with field leadership so the experience reflected how FPMs actually moved through homes, not just how the system was organized internally.
We ran continuous feedback loops with FPMs across multiple markets and refined the experience based on what we learned. Sessions included walkthroughs, field testing and open discussion about where the tool helped and where it slowed them down. This rhythm kept the work grounded in real value and aligned design, product and engineering around the same outcomes.
The result was a collaborative culture where every decision supported a clear goal: help FPMs complete the entire walk on-site with confidence while improving accuracy across the business.
Process
We approached this work with a clear focus on the realities of field operations and the people doing the job every day. With a tight delivery timeline, I structured the effort around clear goals and fast decision cycles. Research, design and validation acted as overlapping lenses that helped us understand the mental load of a preconstruction walk, uncover where uncertainty crept in and test whether each step still made sense inside a real property. This approach reduced guesswork, aligned the team and helped us shape a workflow that felt natural for FPMs and dependable for operations.
Research
Design
Validation
Research
We began by listening to the people doing the work every day. I ran a mixed-method research effort that included a survey with ten FPMs, three remote interviews and recurring feedback sessions with field leadership. The goal was simple. Understand what a preconstruction walk really feels like in the field and where the current tools were falling short.
How satisfied are you with the current tools and applications provided by Lessen for your property walks?
40%
10%
40%
10%
VERY SATISFIED
SLIGHTLY SATISFIED
SLIGHTLY DISSATISFIED
VERY DISSATISFIED
How satisfied are you with third party tools and applications for your property walks?
40%
20%
30%
10%
VERY SATISFIED
SLIGHTLY SATISFIED
SLIGHTLY DISSATISFIED
VERY DISSATISFIED
What features or functionalities do you believe are missing from existing third party tools that would significantly improve your workflow?
Rearrange Categories
6
Progress Indicators
5
Photo Upload
8
Offline Functionality
6
0
5
10
What are the biggest unnecessary time consumers during your day?
Post-walk Reconciliation
10
Signal Loss
5
Property Access
3
Contractor Issues
3
0
5
10
How do you most often communicate with property owners throughout the different phases of a renovation project?
40%
40%
20%
PHONE
TEXT
OTHER
How do you most often communicate with contractors throughout the different phases of a renovation project?
70%
10%
10%
10%
PHONE
TEXT
OTHER
The surveys showed a clear pattern. Satisfaction with existing tools was mixed at best. Many FPMs described feeling only slightly satisfied or dissatisfied with both internal and third-party tools. The reasons were consistent:
- They wanted more control and flexibility when walking a property, including the ability to modify or hide pricing
- They needed to rearrange categories to match the physical layout of the home, because the scope often did not match reality
- Too few photos were captured during initial inspections, which created confusion later
- And above all, offline reliability mattered because signal loss was common inside properties
When we asked what features would significantly improve their workflow, the strongest themes were photo upload, offline functionality, progress visibility and customizable categories. And when we asked where the most time was wasted, the response was nearly unanimous:
Post-walk reconciliation was the single biggest time drain.
FPMs were spending evenings rebuilding notes, attaching photos, clarifying details and trying to make sense of handwritten lists. The workday didn’t end when they left the property.
To go deeper, we paired this data with empathy mapping to capture what FPMs were seeing, thinking and feeling during a walk. The picture became clear. They were under time pressure, juggling hundreds of details and constantly worried about missing something important. The tools weren’t wrong. They were just not built for the conditions of the job.
From there, we created a focused persona to align the team around one shared mental model instead of a generic user type.
This research grounded the rest of the work. It told us that success wasn’t about adding more features. It was about reducing cognitive load, eliminating rework and giving FPMs confidence that everything was captured correctly the first time.
With that clarity, we moved into mapping the full workflow behind the experience.
These models aligned design, engineering and operations around one shared system before we moved into interaction design.
Design & Prototyping
With a clear understanding of the field workflow, I moved into low-fidelity wireframing to shape the end-to-end preconstruction walk inside the FPM mobile app. The goal was not visual polish. It was to design an experience that felt steady, predictable and supportive in the middle of a busy workday.
Rather than thinking in terms of static screens, I designed the walk as a guided sequence that mirrored how FPMs naturally move through a property. Each step needed to answer a simple question fast: what do I do here, what changes if I do it and how do I move forward without losing my place.
Several core patterns guided the work:
- A room-based structure that aligned with how FPMs physically navigate a home
- The ability to add, remove or edit scope inline without breaking flow
- Change order creation as a natural outcome, not a separate task
- Photos captured at the moment of inspection, not bolted on later
- Clear summaries so FPMs could review updates before finalizing anything
A key design principle was minimize rework. If something changed on-site, the tool needed to accept that reality without forcing the user to fight the system. That meant thoughtful defaults, easy editing and simple confirmation patterns that built confidence rather than friction.
These wireframes allowed us to stress-test the experience early. We evaluated whether an FPM could complete a full walk while moving through a property, pause when needed, and return without feeling lost or unsure what had been captured. At the same time, the flows helped engineering plan how data moved across systems so change orders, pricing, scope and audit trails all stayed clean.
This phase clarified where structure helped and where flexibility mattered most. It also set the foundation for the high-fidelity design that followed, carrying forward the same focus on clarity, momentum and trust in the field.
Testing & Iteration
We treated testing as an ongoing rhythm rather than a final project phase. Every week we brought new concepts to FPMs and field leadership to see how the experience held up against real work. Early sessions focused on flow, clarity and confidence. As the product matured, testing shifted toward edge cases, offline behavior and the accuracy of change order output.
We also ran on-site testing with a working prototype so we could observe how the tool behaved in the field. This was critical. A preconstruction walk is not done at a desk. It happens in empty rooms, basements, garages and busy environments with unreliable signal.
The themes stayed consistent across cycles:
- FPMs needed to move room to room without losing context
- Editing scope had to feel safe and reversible
- Photos needed to be captured at the exact moment of inspection
- Change orders should flow naturally from the work, not feel like a second job
- Offline reliability mattered more than any single feature
As the tool came together, we heard something important. FPMs said they felt more confident finishing the day knowing everything had already been captured and organized. That clarity was a major signal we were solving the right problem.
Feedback directly shaped the product:
- We refined progress indicators so FPMs always knew where they were in the walk
- We made add and remove actions clearer to prevent hesitation
- We improved summaries so scope changes were easy to review before finalization
- We simplified paths so FPMs did not have to bounce between sections to complete work
Each iteration asked the same question: Can an FPM complete an entire preconstruction walk on-site without rework later.
By validating through weekly conversations and real field testing, we built confidence that the product supported the realities of the job, not an idealized process on a whiteboard.
Delivery
As we moved into handoff, I partnered closely with engineering to protect the intent behind the design. The experience needed to feel steady and predictable in the field, so we focused on interaction clarity, consistency with the design system and reliable behavior across devices and network conditions. Every major flow was reviewed end to end to confirm that the product worked just as well inside a property as it did in the office.
I also worked with our content strategist to refine the language across confirmation states, guidance and change order summaries. The goal was to remove doubt. FPMs needed to understand exactly what had been captured, what would be applied to scope and what would be shared back with operations or clients. Clear wording made the experience feel credible and reduced hesitation at key decision points.
The screens that follow represent the finalized Preconstruction Walk experience. They show how the core patterns come together in a way that supports focus, accuracy and confidence in the field.
Users begin the walk with a clear list of categories that mirror the sections of the property. Categories can be rearranged to match the natural path through the home, so the workflow follows the walk rather than forcing a fixed order. Each category includes a simple progress indicator that shows how many line items have already been reviewed, giving FPMs a quick sense of what’s complete and what still needs attention.
When users open a category, they see a list of line item cards that represent the work scheduled for that part of the property. Each card surfaces the key details up front including the description, materials, quantity and total cost so FPMs can scan and decide quickly.
If the scope looks correct, the user can mark the line item as verified with a simple checkbox on the right. This keeps validation fast and reduces the need to drill into deeper detail unless something needs to be changed.
If something in the scope needs to change, the user can tap into the line item card to edit it directly. Here they can adjust quantities, materials or the description so the work reflects the real condition of the property. Every edit requires a supporting photo, which creates a clear audit trail and removes guesswork later for pricing, approvals or dispute resolution. This keeps the workflow flexible while protecting accuracy and accountability across the system.
If a line item is no longer needed, the user can remove it directly from the line item editor. Tapping Remove prompts the FPM to provide a short reason and a supporting photo so the change is fully documented. This keeps the record clean, gives downstream teams the context they need and prevents confusion later about why scope was reduced or shifted. It also reinforces accountability without slowing the walk or breaking the FPM’s momentum on-site.
Once every line item in a category has a status, the app automatically advances the user to the next section that still needs attention. This keeps momentum going during the walk and removes the need to hunt for unfinished work. FPMs can stay focused on the property rather than managing navigation, confident that nothing will be missed along the way.
If something changes during the walk, users can reset any line item from the editor screen, whether it was verified, removed or edited. This keeps the workflow forgiving and reflects the reality of field work where new details surface as the property is reviewed. Resetting clears the status so the item can be evaluated again and captured accurately before the walk is complete.
When the walk is complete, any line item marked Pending Removal, Pending Update or Pending Add is grouped into a Change Order for client approval. The first step gives the user a clear view of every item included along with the impact on total cost. This makes it easy for FPMs to confirm accuracy before anything is shared with the client and keeps financial changes transparent and traceable.
In the next step, the user selects a reason for the Change Order. Standardized reasons help explain why scope shifted, keep approvals consistent and make it easier for clients and internal teams to understand the context behind each change.
In this step, the user confirms whether the adjustments identified during the preconstruction walk will extend the project timeline. If additional days are needed, they can be added here so the schedule reflects the true scope of work and expectations stay aligned with the client.
In the final step, the user adds a short note to summarize the changes and submits the Change Order for approval with a single tap. This screen also shows the price impact for every pending removal, add or update along with the original scope and the total proposed change. Clients can see exactly how the work has shifted and what it means for cost before approving.
Impact
The Preconstruction Walk transformed how scope was verified in the field. What had once been a fragmented mix of notes, photos and late-night data entry became a single guided workflow that FPMs could complete on-site. Walks moved faster, decisions felt clearer and change orders were created as a natural part of the inspection instead of a separate task that dragged into the evening.
Accuracy improved at the same time. Requiring photos with every change created a clean audit trail that removed ambiguity later for pricing, approvals and dispute resolution. Clients gained more transparency into why scope shifted, and internal teams spent less time chasing context after the fact.
Operationally, the tool reduced friction across the business. With less rework happening after hours, FPMs could support more properties per day without increasing team size. Leaders had greater visibility into scope adjustments and their impact on cost and schedule, which helped planning feel more stable and predictable.
The work also reinforced the value of building tools that reflect real field behavior. By reducing mental load and making each step clear, the product helped teams move with more confidence while keeping data quality high. That balance of speed and accuracy became an important reference point for future product decisions.
Reflection
This project deepened my respect for the realities of field work. Walking properties with FPMs made it clear that the best tools do not slow people down to “fit” the process. They stay out of the way, reduce uncertainty and support good judgment in the moment. The Preconstruction Walk reinforced how much design can help when it starts with how people actually move, think and decide during real work.
It also strengthened my belief that structure and flexibility can live together in a single workflow. FPMs needed room to adapt to what they found on-site while the business needed consistency, clean data and clear audit trails. Finding that balance meant being intentional about defaults, language and pacing so the product felt steady without being rigid.
The small details mattered most. Progress indicators that reassured people they were on track. Photos tied to every change so no one had to debate context later. Clear summaries that let FPMs finish the day with confidence instead of late-night rework. These decisions compound. They shape trust, reduce stress and make complex operations feel a little more human.
More than anything, this work reminded me that great product design is as much about empathy for the people doing the job as it is about systems and scale. When tools honor the reality of the work, teams move faster, quality improves and the organization benefits in ways that are both measurable and felt.
Let’s talk!
If you’re looking for thoughtful, outcomes-driven product design, I’d love to hear what you’re working on.
Say hi!
Designing a mobile experience that helped Field Project Managers verify property scope, capture changes on-site and create accurate change orders before work began.
Results
50%+ Faster Inspections
FPMs finished preconstruction walks faster and fully
on-site.
Higher Daily Capacity
With no nightly re-entry FPMs supported more properties each day.
Full Adoption in Pilots
FPMs in pilot markets adopted the new workflow quickly
Accurate Change Orders
Change orders became clearer as edits and new work were captured in real time
Context
As Lessen scaled across thousands of rental properties, the company relied on Field Project Managers to complete a preconstruction walk before any work began. Each walk confirmed that the original scope was accurate, identified gaps and ensured the right work would happen at the right price. But most of this process was still manual. FPMs captured notes on paper, took photos on their phones and rebuilt everything later at night once they were back home.
This workflow created real strain in the field. A single walk could take hours, and re-entry added even more time after the workday ended. Details were easy to miss. Change orders were difficult to assemble. And as volume increased, it became harder to hire enough experienced FPMs to keep pace.
Lessen needed a faster and more reliable way to complete these inspections on-site. The solution had to reduce mental load for FPMs, capture accurate scope changes in real time and create a clean handoff into downstream approvals so projects could start with clarity and confidence.
Core Challenges
1. Hundreds of scope decisions in real-world conditions
Each preconstruction walk required FPMs to verify or correct every line item in the project scope while moving through real homes. Lighting, noise, layout and connectivity were constantly changing. The tool needed to support fast decisions without slowing momentum or increasing cognitive load.
2. A workflow built around paper, photos and memory
Before this product existed, FPMs captured details in notebooks and scattered phone photos, then rebuilt the walk later at night. This created friction, rework and risk. Small mistakes could become costly change orders or delays. We needed to bring the entire workflow into one guided, field-ready experience.
3. Flexibility and accuracy had to coexist
Most scopes were directionally correct, but edits, removals and added work were common. The tool needed to make simple verification effortless while still supporting complex changes in real time. That meant creating guardrails without taking control away from the people doing the work.
4. Unreliable connectivity across properties
Many homes had weak or no service. The app had to work fully offline, save progress automatically and sync safely later without creating duplicate data or confusion. Reliability was not a feature. It was the foundation of user trust.
Who We Served
Field Project Managers (FPMs)
Hands-on operators responsible for walking multiple properties each week. They needed a fast, reliable and forgiving tool that matched the reality of field work in vacant homes, construction sites and inconsistent network conditions.
Operations and Delivery Teams
Teams who managed budgets, approvals and execution across large portfolios. They needed accurate scope data and clear visibility into what was verified, edited or added during each walk so downstream work could run smoothly.
Client Partners
Institutional property owners who depended on predictable cost, quality and timing. They needed transparency into scope changes and confidence that every property began with a validated and accurate plan.
Design Strategy
Our goal was to design a field-ready system that balanced speed, flexibility and accuracy. FPMs needed a simple way to verify the existing scope without slowing down, while still having full control when work needed to be edited, removed or added. Operations and leadership needed confidence that every change would be captured cleanly and flow into downstream approvals without confusion.
Speed for verification by default
Most of the job was confirming what was already correct. We made verification the fastest possible action so FPMs could stay focused on the property rather than the product.
Flexibility when the scope changed
When something was wrong, FPMs could adjust price or quantity, remove items or add new work directly from the walk. The tool supported complexity without forcing it on every interaction.
Forgiving interactions that built trust
Critical actions were reversible and progress was always visible. If an edit needed to be undone, it was simple. The product protected users from costly mistakes instead of punishing them for them.
Reliable performance in the field
The app was designed to work even when connectivity did not. Data saved locally and synced later so FPMs never had to worry about losing work inside a property.
Definition of Success
Success for the Preconstruction Walk was not about digitizing a form. It was about reshaping how Lessen verified work before a project began. The company needed to move away from paper notes, scattered photos and late-night re-entry, and toward a guided mobile workflow that FPMs could complete fully on-site. Every design choice focused on improving speed and accuracy while protecting trust across operations, clients and contractors.
Our success criteria centered on three outcomes: reducing inspection time, capturing structured scope changes and increasing field capacity without adding risk. These goals were shared across product, engineering and operations so everyone was aligned on what “better” really meant.
1. Reduce inspection time without sacrificing quality
Before this product, preconstruction walks often took hours and still required re-entering details later. This slowed projects, added stress for FPMs and introduced risk.
Success meant enabling FPMs to complete the entire walk in the app during a single visit. From a design perspective, this required:
- Fast one-tap confirmation for accurate line items
- Simple controls for adjusting quantity or pricing in real time
- Clear indicators that showed what was verified and what still needed attention
A successful outcome was an inspection that felt lighter and faster without lowering the quality of the review.
2. Capture scope changes as structured, reviewable data
Before the tool, edits and added work were captured in notebooks or spread across photos and emails. Rebuilding that information later created confusion and inconsistencies.
Success meant turning real-time edits into structured change orders that flowed cleanly into downstream approvals. Design supported this by:
- Making every edit intentional and traceable
- Keeping removed and added items clearly visible
- Preserving context so reviewers understood what changed and why
The result was greater transparency across teams and fewer costly surprises once work began.
3. Increase field capacity by reducing rework
Re-entering details at night limited how many properties an FPM could support in a week and contributed to burnout.
Success meant eliminating as much duplicate work as possible so more time could be spent in the field rather than behind a laptop. Design contributed through:
- A workflow that matched how FPMs naturally moved through a property
- Offline reliability so progress was never at risk
- A calm, predictable experience that reduced mental load
The real measure of success was simple. FPMs should be able to walk more properties with more confidence, while the business scaled without needing to grow headcount at the same pace.
How We Worked
Our core team included four designers, nine engineers, one product manager and one content strategist. We worked quickly and iteratively with a shared goal of building a field-ready tool that felt simple, reliable and natural to use on-site.
As Lead Designer, I owned the product vision, interaction model and overall structure of the experience from concept through delivery. I partnered closely with the other designers to divide workflows, review patterns and keep quality consistent across the product. I also worked with our content strategist to shape language that reduced hesitation and kept the experience calm and clear, especially in moments where decisions affected cost or scope.
Collaboration with engineering was constant. We held early design reviews to confirm feasibility and refine edge cases like offline behavior, sync logic and progress states. This helped ensure that interactions worked in real-world conditions rather than only in ideal environments. I also partnered with field leadership so the experience reflected how FPMs actually moved through homes, not just how the system was organized internally.
We ran continuous feedback loops with FPMs across multiple markets and refined the experience based on what we learned. Sessions included walkthroughs, field testing and open discussion about where the tool helped and where it slowed them down. This rhythm kept the work grounded in real value and aligned design, product and engineering around the same outcomes.
The result was a collaborative culture where every decision supported a clear goal: help FPMs complete the entire walk on-site with confidence while improving accuracy across the business.
Process
We approached this work with a clear focus on the realities of field operations and the people doing the job every day. With a tight delivery timeline, I structured the effort around clear goals and fast decision cycles. Research, design and validation acted as overlapping lenses that helped us understand the mental load of a preconstruction walk, uncover where uncertainty crept in and test whether each step still made sense inside a real property. This approach reduced guesswork, aligned the team and helped us shape a workflow that felt natural for FPMs and dependable for operations.
Research
Design
Validation
Research
We began by listening to the people doing the work every day. I ran a mixed-method research effort that included a survey with ten FPMs, three remote interviews and recurring feedback sessions with field leadership. The goal was simple. Understand what a preconstruction walk really feels like in the field and where the current tools were falling short.
How satisfied are you with the current tools and applications provided by Lessen for your property walks?
40%
10%
40%
10%
VERY SATISFIED
SLIGHTLY SATISFIED
SLIGHTLY DISSATISFIED
VERY DISSATISFIED
How satisfied are you with third party tools and applications for your property walks?
40%
20%
30%
10%
VERY SATISFIED
SLIGHTLY SATISFIED
SLIGHTLY DISSATISFIED
VERY DISSATISFIED
What features or functionalities do you believe are missing from existing third party tools that would significantly improve your workflow?
Rearrange Categories
6
Progress Indicators
5
Photo Upload
8
Offline Functionality
6
0
5
10
What are the biggest unnecessary time consumers during your day?
Post-walk Reconciliation
10
Signal Loss
5
Property Access
3
Contractor Issues
3
0
5
10
How do you most often communicate with property owners throughout the different phases of a renovation project?
40%
40%
20%
PHONE
TEXT
OTHER
How do you most often communicate with contractors throughout the different phases of a renovation project?
70%
10%
10%
10%
PHONE
TEXT
OTHER
The surveys showed a clear pattern. Satisfaction with existing tools was mixed at best. Many FPMs described feeling only slightly satisfied or dissatisfied with both internal and third-party tools. The reasons were consistent:
- They wanted more control and flexibility when walking a property, including the ability to modify or hide pricing
- They needed to rearrange categories to match the physical layout of the home, because the scope often did not match reality
- Too few photos were captured during initial inspections, which created confusion later
- And above all, offline reliability mattered because signal loss was common inside properties
When we asked what features would significantly improve their workflow, the strongest themes were photo upload, offline functionality, progress visibility and customizable categories. And when we asked where the most time was wasted, the response was nearly unanimous:
Post-walk reconciliation was the single biggest time drain.
FPMs were spending evenings rebuilding notes, attaching photos, clarifying details and trying to make sense of handwritten lists. The workday didn’t end when they left the property.
To go deeper, we paired this data with empathy mapping to capture what FPMs were seeing, thinking and feeling during a walk. The picture became clear. They were under time pressure, juggling hundreds of details and constantly worried about missing something important. The tools weren’t wrong. They were just not built for the conditions of the job.
From there, we created a focused persona to align the team around one shared mental model instead of a generic user type.
This research grounded the rest of the work. It told us that success wasn’t about adding more features. It was about reducing cognitive load, eliminating rework and giving FPMs confidence that everything was captured correctly the first time.
With that clarity, we moved into mapping the full workflow behind the experience.
These models aligned design, engineering and operations around one shared system before we moved into interaction design.
Design & Prototyping
With a clear understanding of the field workflow, I moved into low-fidelity wireframing to shape the end-to-end preconstruction walk inside the FPM mobile app. The goal was not visual polish. It was to design an experience that felt steady, predictable and supportive in the middle of a busy workday.
Rather than thinking in terms of static screens, I designed the walk as a guided sequence that mirrored how FPMs naturally move through a property. Each step needed to answer a simple question fast: what do I do here, what changes if I do it and how do I move forward without losing my place.
Several core patterns guided the work:
- A room-based structure that aligned with how FPMs physically navigate a home
- The ability to add, remove or edit scope inline without breaking flow
- Change order creation as a natural outcome, not a separate task
- Photos captured at the moment of inspection, not bolted on later
- Clear summaries so FPMs could review updates before finalizing anything
A key design principle was minimize rework. If something changed on-site, the tool needed to accept that reality without forcing the user to fight the system. That meant thoughtful defaults, easy editing and simple confirmation patterns that built confidence rather than friction.
These wireframes allowed us to stress-test the experience early. We evaluated whether an FPM could complete a full walk while moving through a property, pause when needed, and return without feeling lost or unsure what had been captured. At the same time, the flows helped engineering plan how data moved across systems so change orders, pricing, scope and audit trails all stayed clean.
This phase clarified where structure helped and where flexibility mattered most. It also set the foundation for the high-fidelity design that followed, carrying forward the same focus on clarity, momentum and trust in the field.
Testing & Iteration
We treated testing as an ongoing rhythm rather than a final project phase. Every week we brought new concepts to FPMs and field leadership to see how the experience held up against real work. Early sessions focused on flow, clarity and confidence. As the product matured, testing shifted toward edge cases, offline behavior and the accuracy of change order output.
We also ran on-site testing with a working prototype so we could observe how the tool behaved in the field. This was critical. A preconstruction walk is not done at a desk. It happens in empty rooms, basements, garages and busy environments with unreliable signal.
The themes stayed consistent across cycles:
- FPMs needed to move room to room without losing context
- Editing scope had to feel safe and reversible
- Photos needed to be captured at the exact moment of inspection
- Change orders should flow naturally from the work, not feel like a second job
- Offline reliability mattered more than any single feature
As the tool came together, we heard something important. FPMs said they felt more confident finishing the day knowing everything had already been captured and organized. That clarity was a major signal we were solving the right problem.
Feedback directly shaped the product:
- We refined progress indicators so FPMs always knew where they were in the walk
- We made add and remove actions clearer to prevent hesitation
- We improved summaries so scope changes were easy to review before finalization
- We simplified paths so FPMs did not have to bounce between sections to complete work
Each iteration asked the same question: Can an FPM complete an entire preconstruction walk on-site without rework later.
By validating through weekly conversations and real field testing, we built confidence that the product supported the realities of the job, not an idealized process on a whiteboard.
Delivery
As we moved into handoff, I partnered closely with engineering to protect the intent behind the design. The experience needed to feel steady and predictable in the field, so we focused on interaction clarity, consistency with the design system and reliable behavior across devices and network conditions. Every major flow was reviewed end to end to confirm that the product worked just as well inside a property as it did in the office.
I also worked with our content strategist to refine the language across confirmation states, guidance and change order summaries. The goal was to remove doubt. FPMs needed to understand exactly what had been captured, what would be applied to scope and what would be shared back with operations or clients. Clear wording made the experience feel credible and reduced hesitation at key decision points.
The screens that follow represent the finalized Preconstruction Walk experience. They show how the core patterns come together in a way that supports focus, accuracy and confidence in the field.
Users begin the walk with a clear list of categories that mirror the sections of the property. Categories can be rearranged to match the natural path through the home, so the workflow follows the walk rather than forcing a fixed order. Each category includes a simple progress indicator that shows how many line items have already been reviewed, giving FPMs a quick sense of what’s complete and what still needs attention.
When users open a category, they see a list of line item cards that represent the work scheduled for that part of the property. Each card surfaces the key details up front including the description, materials, quantity and total cost so FPMs can scan and decide quickly.
If the scope looks correct, the user can mark the line item as verified with a simple checkbox on the right. This keeps validation fast and reduces the need to drill into deeper detail unless something needs to be changed.
If something in the scope needs to change, the user can tap into the line item card to edit it directly. Here they can adjust quantities, materials or the description so the work reflects the real condition of the property. Every edit requires a supporting photo, which creates a clear audit trail and removes guesswork later for pricing, approvals or dispute resolution. This keeps the workflow flexible while protecting accuracy and accountability across the system.
If a line item is no longer needed, the user can remove it directly from the line item editor. Tapping Remove prompts the FPM to provide a short reason and a supporting photo so the change is fully documented. This keeps the record clean, gives downstream teams the context they need and prevents confusion later about why scope was reduced or shifted. It also reinforces accountability without slowing the walk or breaking the FPM’s momentum on-site.
Once every line item in a category has a status, the app automatically advances the user to the next section that still needs attention. This keeps momentum going during the walk and removes the need to hunt for unfinished work. FPMs can stay focused on the property rather than managing navigation, confident that nothing will be missed along the way.
If something changes during the walk, users can reset any line item from the editor screen, whether it was verified, removed or edited. This keeps the workflow forgiving and reflects the reality of field work where new details surface as the property is reviewed. Resetting clears the status so the item can be evaluated again and captured accurately before the walk is complete.
When the walk is complete, any line item marked Pending Removal, Pending Update or Pending Add is grouped into a Change Order for client approval. The first step gives the user a clear view of every item included along with the impact on total cost. This makes it easy for FPMs to confirm accuracy before anything is shared with the client and keeps financial changes transparent and traceable.
In the next step, the user selects a reason for the Change Order. Standardized reasons help explain why scope shifted, keep approvals consistent and make it easier for clients and internal teams to understand the context behind each change.
In this step, the user confirms whether the adjustments identified during the preconstruction walk will extend the project timeline. If additional days are needed, they can be added here so the schedule reflects the true scope of work and expectations stay aligned with the client.
In the final step, the user adds a short note to summarize the changes and submits the Change Order for approval with a single tap. This screen also shows the price impact for every pending removal, add or update along with the original scope and the total proposed change. Clients can see exactly how the work has shifted and what it means for cost before approving.
Impact
The Preconstruction Walk transformed how scope was verified in the field. What had once been a fragmented mix of notes, photos and late-night data entry became a single guided workflow that FPMs could complete on-site. Walks moved faster, decisions felt clearer and change orders were created as a natural part of the inspection instead of a separate task that dragged into the evening.
Accuracy improved at the same time. Requiring photos with every change created a clean audit trail that removed ambiguity later for pricing, approvals and dispute resolution. Clients gained more transparency into why scope shifted, and internal teams spent less time chasing context after the fact.
Operationally, the tool reduced friction across the business. With less rework happening after hours, FPMs could support more properties per day without increasing team size. Leaders had greater visibility into scope adjustments and their impact on cost and schedule, which helped planning feel more stable and predictable.
The work also reinforced the value of building tools that reflect real field behavior. By reducing mental load and making each step clear, the product helped teams move with more confidence while keeping data quality high. That balance of speed and accuracy became an important reference point for future product decisions.
Reflection
This project deepened my respect for the realities of field work. Walking properties with FPMs made it clear that the best tools do not slow people down to “fit” the process. They stay out of the way, reduce uncertainty and support good judgment in the moment. The Preconstruction Walk reinforced how much design can help when it starts with how people actually move, think and decide during real work.
It also strengthened my belief that structure and flexibility can live together in a single workflow. FPMs needed room to adapt to what they found on-site while the business needed consistency, clean data and clear audit trails. Finding that balance meant being intentional about defaults, language and pacing so the product felt steady without being rigid.
The small details mattered most. Progress indicators that reassured people they were on track. Photos tied to every change so no one had to debate context later. Clear summaries that let FPMs finish the day with confidence instead of late-night rework. These decisions compound. They shape trust, reduce stress and make complex operations feel a little more human.
More than anything, this work reminded me that great product design is as much about empathy for the people doing the job as it is about systems and scale. When tools honor the reality of the work, teams move faster, quality improves and the organization benefits in ways that are both measurable and felt.
Let’s talk!
If you’re looking for thoughtful, outcomes-driven product design, I’d love to hear what you’re working on.
Say hi!