Goals
Enable complete field inspections, report creation, and client handoff of reports to happen onsite instead of days later
Replace time-consuming paper and laptop workflows with a streamlined mobile app
Support offline access and variations in inspection formats by region
Allow inspectors to take and add notes to photos, capture signatures, and process payments through the app
Equip inspectors with client-friendly upsell tools and customizable templates
Create a product that could be sold to franchisees as a value-add service that combines multiple time-consuming tasks into one workflow
Enable new trainees and seasoned inspectors to efficiently onboard to the new tool
Process
As UX lead, I owned the end-to-end UX strategy and design implementation for this 18-month project.
This involved:
Strategizing and owning the design roadmap and process across sprints and milestones
Shadowing home inspectors in the field to understand real-world constraints
Validating user stories and requirements with stakeholders and my internal Salesforce implementation partner team
Creating notated wireframes and interaction specs for the complete inspection workflow
Leading solutioning workshops and design review sessions with stakeholders and the implementation team
Directing the UI design process through a crowdsourced design community (TopCoder) and managing a design competition alongside the UX workflow
Coordinating closely with the implementation team to ensure quality and alignment
Result
Our solution:
Reduced inspection and reporting time from an average of 6 hours to around 3 hours, enabling same-day delivery of reports
Enabled inspectors to complete more jobs per day and boost earnings
Created a productized tool for franchisees, enhancing the value of licensing
Delivered an innovative product that enticed agents and buyers alike, giving the franchise a competitive edge in local markets
Highlights:
Interactive wireframes: Aligned collaborators from start to finish and aided in early sign-off to keep the implementation team on schedule
Inspector Dashboard: View upcoming, current, and completed inspections
Map View: Quickly navigate to homes scheduled for the day
Dynamic Templates: Create reusable formats for different inspection types
Photo Notation: Snap, edit, and comment on photos directly in the app
Upsell Support: Present package upgrades with clear, client-friendly visuals
PDF Report Generator: Instantly print or share a completed inspection report
Offline Functionality: Complete inspections without a signal, then sync later
Dashboard view offering a quick reference to the day’s inspections, VIAs (Verified Inspection Agreements), upcoming inspections, and completed inspections.
Map view listing upcoming inspections for the day, each shown on the map in proximity to one another.
Inspection Detail view with specifics about the property and selected inspection package. From here, the inspector manages the appointment, invoicing, and customer review of package options.
A home inspector can perform the inspection and use the iPad to record his findings during the process, rather than on paper and transcribe it later.
A detail capture screen from an inspection in progress, depicting options for selecting areas, systems, and components of the home and adding notes.
A photo capture screen from an inspection in progress, with options for annotating the photo and including/excluding it from the summary and report.
Reflection
This project demonstrated the importance of designing for context and constraint—not just user goals, but offline use, regulatory differences, and tight delivery timelines. It also reinforced the value of clear, shared UX roadmaps to track overlapping workflows and evolving priorities as stakeholders navigated their own challenges. We did not have the opportunity to conduct user testing post-launch, which would have helped us gauge how well inspectors were learning the new system.