Joaquin

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Joaquin

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Joaquin

01

01

SmartAC.com

SmartAC.com

CX Design

CX Design

Service Design

Service Design

Design Systems

Design Systems

Conversion Optimization

Conversion Optimization

The Company

The Company

SmartAC.com is a SaaS + IoT platform that helps homeowners and service partners prevent HVAC breakdowns, detect water leaks, and make data-driven maintenance decisions. The product suite spans a B2C Member mobile app, a B2C technician mobile app, and a B2B partner desktop dashboard that functions like a CRM for monitoring systems, scheduling service, and managing operations.

My Role

My Role

Full time Product Designer for 3 years, across B2C and B2B surfaces. I owned problem framing, research, UX/UI, prototyping, moderated + unmoderated testing, and developer handoff. I worked daily with PMs, engineers, and operations to align user needs with measurable business outcomes.

The Problem

The Problem

When I joined, we were shipping fast across multiple apps—but our design system was fragmented. Similar components behaved differently, accessibility wasn’t consistent, and handoffs took longer than they should. At the same time, partners needed service workflows that actually moved revenue—specifically, online booking integrated with their existing tools (e.g., ServiceTitan).


In short: we needed cohesion and scale on the design side and friction-free scheduling on the product side.

When I joined, we were shipping fast across multiple apps—but our design system was fragmented. Similar components behaved differently, accessibility wasn’t consistent, and handoffs took longer than they should. At the same time, partners needed service workflows that actually moved revenue—specifically, online booking integrated with their existing tools (e.g., ServiceTitan).


In short: we needed cohesion and scale on the design side and friction-free scheduling on the product side.

Pro App Home

Pro App Home

Personalized home for techs showing quick actions, weekly install goal, and KPIs. 

Personalized home for techs showing quick actions, weekly install goal, and KPIs. 

My Hardware Installs

My Hardware Installs

View of hardware installs with trend vs. goal on top and a filterable list below showing job details.

View of hardware installs with trend vs. goal on top and a filterable list below showing job details.

Selected Projects at SmartAC.com

Selected Projects at SmartAC.com

During my time at SmartAC.com, I worked across multiple platforms—Member App, Pro App, and Partner Dashboard—on initiatives that shaped both the user experience and the business. Below are three representative projects that show the breadth of my work.

During my time at SmartAC.com, I worked across multiple platforms—Member App, Pro App, and Partner Dashboard—on initiatives that shaped both the user experience and the business. Below are three representative projects that show the breadth of my work.

1) A Cohesive Design System

Context: When I joined, SmartAC.com’s design system was fragmented. Components behaved inconsistently across platforms, accessibility wasn’t addressed, and handoffs often slowed development. I saw this as an opportunity to create a scalable foundation.

Problem: Design debt was causing friction: engineers faced “what should this do?” moments, product managers had difficulty scoping, and designers struggled to stay consistent.

Solution: I led the rebuild of our design system, introducing:


  • Audit & gap analysis: consolidated overlapping components, identified accessibility issues, and mapped error-prone handoffs.


  • Tokens & variables: standardized color, type scale, spacing, elevation, and radii; introduced light/dark theming for data-dense dashboards and accessible charts.


  • Component architecture: rebuilt core primitives (inputs, tables, navs, alerts, cards) with documented states and usage.


  • Handoff quality: added clear specs, usage notes, and example screens to reduce ambiguity.

Solution: I led the rebuild of our design system, introducing:


  • Audit & gap analysis: consolidated overlapping components, identified accessibility issues, and mapped error-prone handoffs.


  • Tokens & variables: standardized color, type scale, spacing, elevation, and radii; introduced light/dark theming for data-dense dashboards and accessible charts.


  • Component architecture: rebuilt core primitives (inputs, tables, navs, alerts, cards) with documented states and usage.


  • Handoff quality: added clear specs, usage notes, and example screens to reduce ambiguity.

Impact: The result was faster builds, less rework, and a consistent UI across apps. Engineers reported fewer blockers, PMs could scope features more easily, and designers iterated with confidence.

2) Service Booking in the Partner Dashboard

Context: Partners needed a way to turn customers system alerts into booked jobs. At the time, they were juggling separate tools for diagnostics, scheduling, and tracking requests—leading to double entry, conflicts, and missed opportunities.

Problem: There was no centralized workspace to review diagnostics, convert hardware-detected issues into jobs, and manage service requests end to end.

Solution: I designed a self-serve booking flow that connected the Member App to the Partner Dashboard. Partners define service windows, members choose an issue and time, and both sides see status updates.


Some key design choices were:

  • Linear, low-friction flow: pick issue → choose time → confirm. Optional details come after confirmation to avoid drop-off.


  • Status clarity: “Requested,” “Confirmed,” and “Completed” reflected both partner actions and system checks.


  • Expectation setting: upfront partner branding, pricing context, and clear next steps after booking.

Solution: I designed a self-serve booking flow that connected the Member App to the Partner Dashboard. Partners define service windows, members choose an issue and time, and both sides see status updates.


Some key design choices were:

  • Linear, low-friction flow: pick issue → choose time → confirm. Optional details come after confirmation to avoid drop-off.


  • Status clarity: “Requested,” “Confirmed,” and “Completed” reflected both partner actions and system checks.


  • Expectation setting: upfront partner branding, pricing context, and clear next steps after booking.

Impact: Partners could capture demand directly from the product instead of relying only on inbound calls. Members booked faster with less uncertainty, and support teams spent less time fielding “what’s happening with my request?” questions.

Partner Dashboard

Partner Dashboard

From alert to appointment in one view. See issues found in customers’ homes, schedule or reschedule a visit, and track each job’s status until it’s closed.

From alert to appointment in one view. See issues found in customers’ homes, schedule or reschedule a visit, and track each job’s status until it’s closed.

3) ServiceTitan Integration

Context: Most partners lived in ServiceTitan, while SmartAC.com bookings lived elsewhere. This disconnect meant data was fragmented, creating confusion and mistrust.

Problem: Bookings created in one system weren’t reliably visible in the other. Partners risked double entry, missed updates, and scheduling conflicts.

Solution: I designed the integration touchpoints to sync bookings between ServiceTitan and SmartAC.com. Partners now see all bookings in one place, while ServiceTitan remains the source of record. Some key design choices were:

  • Bidirectional mapping: kept statuses and language consistent across platforms.


  • Conflict handling: designed flows for reschedules, cancellations, and edge cases to prevent silent failures.


  • Auditability: added a lightweight event history so teams could quickly diagnose sync issues.

Solution: I designed the integration touchpoints to sync bookings between ServiceTitan and SmartAC.com. Partners now see all bookings in one place, while ServiceTitan remains the source of record.

Impact: Partners trusted the workflow because it respected their existing systems. CS teams fielded fewer sync-related questions, and adoption grew because we fit into partners’ operations instead of forcing new processes.

Request

Request

Members start a service request in the app, choosing the issue and preferred times.

Members start a service request in the app, choosing the issue and preferred times.

Confirm

Confirm

Partners receive it in the Service queue, review details, confirm a slot, and assign a tech.

Partners receive it in the Service queue, review details, confirm a slot, and assign a tech.

Results (team effort, my contribution)

Results (team effort, my contribution)

This work wasn’t just about building features — it was about creating the foundation to scale. I balanced immediate delivery (service booking, integrations) with long-term system thinking (tokens, accessibility, theming). I partnered closely with engineers to define feasible patterns and kept PMs aligned with prototypes and decision logs. Every major flow went through moderated and unmoderated testing before release, embedding validation into our culture.

I joined SmartAC.com as a junior, spotted the design-system gap in my first week, and leaned into it. Three years later, I was operating as a seasoned designer — balancing systems and delivery, product and business, design craft and cross-functional alignment.

During my time there, SmartAC.com grew from $1M to $7.8M ARR with momentum toward $10M, and deployed 30k+ IoT kits. That growth was a team effort; my role was to make the product experiences—and the design/development engine behind them—scale.

This work wasn’t just about building features — it was about creating the foundation to scale. I balanced immediate delivery (service booking, integrations) with long-term system thinking (tokens, accessibility, theming). I partnered closely with engineers to define feasible patterns and kept PMs aligned with prototypes and decision logs. Every major flow went through moderated and unmoderated testing before release, embedding validation into our culture.

I joined SmartAC.com as a junior, spotted the design-system gap in my first week, and leaned into it. Three years later, I was operating as a seasoned designer — balancing systems and delivery, product and business, design craft and cross-functional alignment.

During my time there, SmartAC.com grew from $1M to $7.8M ARR with momentum toward $10M, and deployed 30k+ IoT kits. That growth was a team effort; my role was to make the product experiences—and the design/development engine behind them—scale.

Technician Dashboard

Technician Dashboard

A hub for HVAC companies to monitor technicians and track service tasks, giving visibility into field performance and improving team efficiency.

A hub for HVAC companies to monitor technicians and track service tasks, giving visibility into field performance and improving team efficiency.

Reflection

Reflection

This project taught me how to balance shipping what matters now with building for what comes next. By focusing on both short-term wins (service booking, integrations) and long-term foundations (design system, accessibility, theming), I learned how to deliver impact that compounds over time. That’s the lens I now bring to every project: not just solving today’s problem, but setting up the team for tomorrow’s growth.

This project taught me how to balance shipping what matters now with building for what comes next. By focusing on both short-term wins (service booking, integrations) and long-term foundations (design system, accessibility, theming), I learned how to deliver impact that compounds over time. That’s the lens I now bring to every project: not just solving today’s problem, but setting up the team for tomorrow’s growth.

Let’s Talk

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