Turning up the heat

Partners couldn't follow a support ticket from open to closed. Not because the system was slow, but because tickets got new IDs every time they moved between internal divisions. Three different ticket numbers, one actual problem. The first redesign concept showed everything: heating system specs, error codes, full technical history. Research killed that direction. Partners needed to know two things: what's the current status, do I need to do anything right now. Everything else was in the way. I redesigned the detail view as a drawer with a progress timeline mapping the internal workflow stages. Messages and uploaded files run in one thread regardless of which backend the ticket is sitting in. Partners see one conversation. The routing stays invisible.

Partners order heating parts and run field operations. Not knowing where an order was meant calling Viessmann. I added shipment tracking, reworked the checkout for one-click purchase, and built CRM integrations covering the different systems partners already use. The inventory tracking came from one specific ask: check stock before ordering, not after the order fails.

ViParts needed App Store screenshots in 18 languages. The straightforward solution was 18 separate Figma files, which breaks the moment any copy changes. I connected Figma variables to a Google Spreadsheet instead. Regional teams update copy in their language, designs stay in sync automatically. One source, 18 outputs. Later I integrated ViAssist, an internal service with error codes and repair guidance, directly into the parts lookup. The mobile app eventually moved to a desktop version running inside PartnerShop.

ViCare is the homeowner app for managing heating systems. It ran on a primitive color and variable system with no connection to Foundation, the design system being built across the company. Jumping straight to Foundation tokens wasn't realistic. The codebase couldn't absorb that in one move. I built a two-phase plan. First, primitive colors to semi-semantic as a middle layer the existing code could handle. Then semi-semantic to Foundation tokens. Font styles mapped, structural changes prepared. The migration was still running when I left. The path was set.

ViGuide3 is the tool technicians use on the job. Commissioning, diagnostics, firmware updates, spare parts. It was the first product built on Foundation from day one. In Flutter. Before the redesign, commissioning meant going device by device through a system. On a real installation job that's slow. The new flow handles it at the system level in one pass. The service menu, where technicians spend most of their time, came out of field research. I watched which features they actually open and in what order. The layout follows that, not what made sense on paper.

I wasn't the Foundation owner. I contributed across both years, fixing Figma workflow issues and introducing semver so library versions were actually trackable. Working across multiple Foundation products at once made one problem obvious: there was no good way to see what changed between library versions. Teams updating components had no clean signal to the people consuming them.

The ticket timeline, PartnerShop updates, ViParts in 18 markets and ViGuide3 with system-level commissioning all shipped. ViCare migration is in progress.