The Challenge
A Legacy App Failing Users
By 2018, Autotask LiveMobile had fallen behind market demands. Despite serving IT Managed Service Providers who needed mobile access to critical business functions, the app suffered from low adoption rates and minimal feature updates.
As the MSP market evolved toward mobile-first operations, customer requests for improvements poured in. The legacy product simply wasn't meeting user needs, creating friction in daily workflows and hampering business efficiency.
Low Market Priority
Minimal updates due to perceived lack of demand
Poor Adoption
Users abandoning the app for desktop alternatives
Feature Gaps
Growing requests for mobile-specific functionality
Research & Discovery
Understanding the Current State
I began with a comprehensive heuristic evaluation of the legacy app to identify critical usability issues and improvement opportunities. This systematic review revealed fundamental problems with information architecture, visual design, and user flows.
Legacy Menu
Cluttered navigation with poor visual hierarchy
Task Management
Complex workflows that didn't match user mental models
Detail Views
Information overload with unclear messaging
Future State Recommendations
UI Modernization
Establish clean, responsive design patterns and typography systems
Workflow Alignment
Redesign user flows to match real-world business processes
Information Architecture
Restructure data visibility and navigation hierarchy
User Personas & Needs
Through user research, I identified two primary personas whose needs would drive our design decisions and feature prioritization.
Executive
Motivations: Growing the business, cultivating client relationships, promoting accountability
Typical Tasks
- Meeting with current & prospective clients
- Evaluating business efficiency and profitability
- Tracking daily work and resource utilization
Critical Need
Business visibility and remote operation capabilities
Service Technician
Motivations: Accurately tracking time, documenting completed tasks, working efficiently
Typical Tasks
- Working assigned service tickets
- Communicating progress updates
- Traveling to client sites
Critical Need
Multitasking capabilities and automated time tracking
Feature Strategy & Planning
Based on user research and customer feedback, I developed a strategic feature roadmap addressing core user needs across three development phases.
Priority Features Identified
- Documentation management and global search
- Sales opportunity management
- Expense report management with receipt capture
- Work list prioritization and recent items access
Project Phase Planning
Phase 1: Modern UI Foundation
Establish native look and feel, cross-platform compatibility, and improved navigation patterns
Phase 2: Executive Dashboard
User-configurable dashboards for business visibility, analysis, and reporting capabilities
Phase 3: Technician Tools
Automated time tracking, service ticket management, and enhanced multitasking features
Design Evolution & Prototyping
The app designs evolved through multiple iterations, each building on user feedback and technical constraints to arrive at the optimal solution.
Legacy version
Original, out-dated version of the app with its clunky interface & inconsistent user experience
Proof of Concept
Functional prototypes to test and validate critical user journeys and technical integrations
Alpha Version
Refined visual design with improved information hierarchy
Final Design
Production-ready interface with native OS integration
Final Solution & Key Features
The redesigned Autotask LiveMobile delivered a modern, native experience optimized for both executive oversight and technician productivity.
Native Experience
Biometric login, smooth transitions, and OS-specific design patterns
Enhanced Usability
Instant access to key multitasking functionality via new Work list feature
Executive Dashboards
Customizable, drill-down capable views of business metrics
Revitalizing Autotask LiveMobile