BuildOps

If you're a commercial or you do some commercial HVAC work, when it comes to invoicing, you're shit out of luck.

I do not see, and I know BuildOps and there's a couple others that have tried to solve this, but there's so many different custom portals that if you work with quick service restaurants or multifamily or any other commercial companies, how you invoice that customer can differ for every single account you work on, which means you're often building custom invoices.

Like sometimes it's literally still in a Word doc or PDF and then manually emailing it to them or something else.

So yeah, there's just, there's so much variation.

Let's outline the mechanics of these tools because they really do solve real problems.

The first was an integration with Bluon, which was living inside of their project management system, BuildOps.

And Bluon is basically a massive AI powered database designed specifically for HVAC troubleshooting.

Right.

What

was the second tool?

The second tool was BuildOps Talk-to-Text Visit Summaries.

So at the end of a service call, a field tech could just speak into their phone in Spanish, detailing exactly what they fixed, what parts they used, and what needs follow-up.

Welcome back to Insights Unlocked.

In this episode, Jason Giles talks with Roger Wong, former head of design at BuildOps and now an independent design consultant.

They talk about how AI is reshaping product design and why human judgment, empathy, and customer understanding matter more than ever.

They explore building trust in AI experiences, accelerating customer feedback, and why shipping faster doesn't always mean building better products.

Hello, everyone.

And our guest today is Roger Wong.

Roger is the head of design at BuildOps and a veteran design leader whose career spans Apple, Microsoft, Samsung, and startups at the forefront of product innovation.

Roger writes extensively about how AI is reshaping product design, why judgment is becoming the new competitive advantage, and what it takes to build products that don't just ship faster, but actually create better customer outcomes.