Two primary personas. The Supervisor is a field-tilt lens on the Manager — same archetype, different defaults.
Maria — The Daily Tasker
Lead Housekeeper · 38 · Spanish-primary · 6 yrs in VR cleaning · Mobile-only
50/50iPhone / Android
Budget phonetight data plan
Gloves onone-handed
Patchy signalbasements, thick walls
No laptopphone is her only tool
"My phone isn't fancy and my data is tight. Just tell me where I'm going, what's the code, what I'm cleaning. If it freezes on me in a basement, I'll go back to WhatsApp."
Two shapes of Maria's day:
Route day: 5-8 turnovers across 4-7 addresses, each 20-45 min.
Large-property day: 1-3 tasks, each 2-4 hours, up to 100+ requirements. Same unit all day.
Behavioral pattern: Does the physical work for a room, then batch-verifies many items at once at the end. App stays open throughout the shift.
Motivations
- Finish on time — next shift, family, second job
- Fair pay — every minute counted correctly
- Not being blamed — photo proof she did her job
- Respect — professional, not an audit target
Frustrations (what she'll quit over)
- Access code changed, nobody told her — stuck outside
- Manager texts "also do Unit 7" mid-route, no context
- Reported broken lamp 3 days ago, nothing happened, guest complained, she got blamed
- App gets slow on long checklists — every tap is a wait
- Photo uploads chew through her data plan
- Clocks out at 3pm but system says 9:30
NOT Maria: External contractors without a SuiteOp account. Turno-marketplace cleaners. Guest-facing workflows. Desk-based schedulers.
James — The Ops Manager
Director of Operations · 42 · 220-unit company · Team of 8 · Desktop + mobile daily
220units managed
8direct reports
Desktop AMfield PM
On-call24/7 rotation
Parity expectedsame tool, both devices
"I start a task at my desk, finish it from my car. If web and mobile don't feel like the same tool, I waste my morning re-learning."
Motivations
- Zero guest-impacting incidents
- Run a bigger portfolio without adding headcount
- Keep his team — cleaner churn is #1 operational cost
- Switch devices without breaking flow
Frustrations
- Can't tell at a glance if 3pm check-ins are covered
- Reassigning means texting 3 people and hoping
- Mobile and web "feel different" — re-orient every switch
- App slows at 200+ units
- Cleaner pay disputes are always retroactive
Cross-device parity means:
- Same vocabulary (Task, Issue, Turnover, Readiness)
- Same IA — a task on web looks like a task on mobile
- State continuity — task opened on desktop shows in mobile "Recent"
- Every action available on both — affordances differ, capabilities don't
Supervisor Marcos — Field Supervisor
38 · Former housekeeper · Covers the field for James · 80% driving between units · Uses mobile 90%+ of the time.
- Lands in a field-first home: today's in-progress turnovers + readiness tiles
- Spot-checks completed work (photos + AI verification)
- Quick-adds tasks and issues on the spot
- Unlocks doors inline while doing walkthroughs
- Department-scoped by default — sees only his department's data
Design implication: same Manager UI, different defaults (department filter, field-tilt home), different feed weights (field-risk elevated, back-office suppressed).
NOT James: Desk-only controllers who never walk a property. Solo Airbnb hosts with 3 units. Guest-facing concierge staff.
Language & device reality (validated)
Tasker population speaks English, Spanish, Filipino/Tagalog, and French. Device split is roughly 50/50 iOS/Android with smaller data plans common on both. The app must support all four languages and both platforms from day one.