Overview
A field service app was used in environments where connectivity was unreliable. Users frequently lost progress when signals dropped, and support teams spent time resolving mismatched records.
Challenge
The app assumed stable connectivity for key workflows, while backend endpoints expected immediate online updates. Local and remote state drifted, especially during long shifts.
Approach
We identified high-risk user flows, introduced a clear offline queue and sync rules, and added conflict handling that matched real field behavior.
Architecture
The revised app separated local task state from server-acknowledged state, with deterministic sync operations and explicit recovery paths when requests failed.
Outcome
Teams could finish jobs without constant connectivity and sync safely when back online. Operational friction from sync-related issues reduced.
Lessons
Offline behavior should be treated as a core product requirement when users depend on mobile apps in real-world conditions.