Service hierarchy without the pain: how we improved requests in PDP Mobile
In PDP Mobile, we built a 12-state request workflow and a service tree with a logical path from category to specific service. Price lists are tied to buildings, and emergency requests have a separate route and priority handling.
In PDP Mobile, we built a 12-state request workflow and a service tree where everything is straightforward: Plumbing → Faucet replacement → Faucet with installation. Not “pick something from 200 items,” but a normal path without a scavenger hunt.
The feature that really saves production: price lists are tied to buildings. Because one residential complex is “business class with its own rates,” while another has a completely different economy. The system immediately applies the right pricing, without any Excel magic at 2 a.m.
For emergency requests, we added a separate route: if there’s a pipe burst, we first collect the phone number, then immediately route it to the on-call operator and put it into priority processing. At that point, UX is no longer about beauty, but about “water doesn’t wait.”
We also added feedback categories from users — that makes it easier to see what actually hurts and prioritize improvements without reading tea leaves.