Ecolab Sales and Service
Ecolab’s Sales & Service app is a vital tool for field teams who manage customer visits, track service tasks, and stay on top of daily operations. But the app wasn’t keeping up, it felt outdated, cluttered, and didn’t reflect the fast, on-the-go reality of its users.
This project was all about reimagining the app experience from the ground up. We focused on making the interface cleaner, the navigation faster, and the workflows more intuitive so sales reps and service techs could get things done quickly and confidently, right from their phones.
My role
UX Designer (First in the company)
6 months
St Paul, Minnesota
Chemical (CRM tool)
25000+ Ecolab service agents
Challenge
Ecolab’s field teams rely on the Sales & Service app to get work done on the go, but many found it overwhelming and hard to use. Most weren’t tech-savvy, and the app’s cluttered screens and complex flows only made things harder.
Results
The redesign transformed how Ecolab’s field agents interacted with their core service tool, making it faster, simpler. This redesign turned a clunky internal tool into something agents actually wanted to use.
2×
Faster task completion time across core service workflows
80%
Drop in support tickets related to app usability
60%
Uptick in same-day reporting, critical for operational efficiency
Research
12+
On-ground contextual inquiries and workflow observations with Ecolab service agents to capture real usage patterns and field challenges.
30+
In-depth sessions with field technicians, regional managers, and support reps to evaluate key workflows.
10+
Datapoints synthesized including field notes, journey maps, and interviews to define key personas and core problem areas.
User Personas
We crafted user personas based on interviews, surveys, and field research to represent key user types, helping align design decisions with real needs, behaviors, and goals.
Experienced Field Technician
Background
Over 20 years in the field, highly skilled at servicing clients but less confident with digital tools
Behaviors
Prefers pen-and-paper backups, uses the app only when necessary
Pain Points
Small buttons, unclear steps, no offline mode
Needs
Clear, step-by-step flows, minimal text, and confirmation messages that reassure him things were saved
Mid-Level Service Agent
Background
Comfortable using apps like WhatsApp, Google Maps, and email.
Behaviors
Uses the app regularly but gets frustrated with slow workflows and cluttered screens
Pain Points
Hard to find customer info quickly, forms feel repetitive
Needs
Streamlined flows, smart defaults, and quick access to recent service history
New Field Associate
Background
Tech-savvy, quick to adapt, but new to Ecolab’s service process
Behaviors
Expects fast, intuitive mobile experiences like in consumer apps
Pain Points
App feels dated and rigid, no contextual help for newer users
Needs
Clean UI, helpful microcopy, guided steps, and faster performance
Design Process
Information Architecture
We mapped out the existing app structure and identified critical gaps in navigation, hierarchy, and labeling. By simplifying workflows and aligning them with real-world service agent tasks, we restructured the IA to reduce cognitive load, improve task discoverability, and ensure faster access to key features like service calls, product ordering, and reporting.
Low Fidelity Designs
We translated key user flows into low-fidelity wireframes to rapidly explore layout ideas and interaction patterns. These sketches helped align stakeholders early, prioritize essential features, and iterate quickly based on feedback before moving into detailed UI design.
Final Designs
While I can’t share the full product due to NDA, here are a few selected screens that highlight key improvements. The redesign focused on simplifying core tasks like service logging and product ordering making the app feel faster, clearer, and easier for field teams to use in real-world conditions.
“ Rohith brought structure and empathy to a complex redesign. He quickly understood our agents day-to-day challenges and turned that into clean, usable workflows.”
Product Manager | Ecolab
Conclusion
This project wasn’t just about redesigning an app it was about making life easier for the people who use it every day. By spending time with service agents, listening to their challenges, and testing real workflows, we were able to design something that fits into their fast-paced, on-the-go world. It was a reminder that good design isn’t about flashy screens, it’s about creating tools that quietly make someone’s day a little smoother.