Overview
We built a service operations platform for scuba regulator maintenance with two connected applications:
- a mobile app for service technicians in the workshop
- a web app for backoffice coordination, planning, reporting, and customer interaction
The goal was to standardize service quality while reducing coordination overhead between people and teams.
Challenge
Regulator servicing involves repeatable technical steps, but execution quality can vary between technicians and companies if process guidance is weak.
At the same time, backoffice teams need clear visibility into status, pending approvals, and spare-part readiness. Without a shared process model, communication and handoff friction grows quickly.
Approach
We started by defining a single service lifecycle used by both apps, from intake to completion:
- intake and service interval check
- guided technician checklist by regulator brand/model
- photo and test evidence capture
- customer communication and approval steps
- completion, handoff, and history update
From there, we implemented role-specific interfaces:
- mobile flows optimized for technicians during hands-on service work
- web workflows for planning, workload management, dashboards, messaging, and approvals
Architecture
The platform is built around a shared backend domain model that both mobile and web clients use.
Key decisions:
- service workflow state machine to keep status transitions explicit
- checklist templates versioned by regulator brand and model
- structured service records including photos, test results, approvals, and notes
- inventory linkage for service kits and spare parts in planning flows
- notification and messaging events tied to service status changes
This kept technician execution, office coordination, and customer-facing communication aligned under one system.
Outcome
The platform established a unified service process across different technicians and partner companies, with clearer operational visibility for backoffice teams.
Technicians work with guided checklists in the mobile app, while office teams coordinate approvals, communication, and workload through the web platform. Service history, evidence, and status are now tracked in one place.
Lessons
Quality in technical service work depends on process consistency more than individual heroics.
When technician tools and backoffice tools share one domain model, handoffs improve, customer communication becomes clearer, and operational control is easier to maintain as the business grows.