For the first time,
cold-chain operations in
one digital platform
For the first time, cold-chain operations in one digital platform
Thallaja is a unified platform for cold-chain operations across the UAE for maintenance, rentals, spare parts, installations, and AMC contracts. Before this, businesses managed everything through WhatsApp, phone calls, and paper invoices. I led the product design end-to-end from research through launch.
Thallaja is a unified platform for cold-chain operations across the UAE for maintenance, rentals, spare parts, installations, and AMC contracts. Before this, businesses managed everything through WhatsApp, phone calls, and paper invoices. I led the product design end-to-end from research through launch.
Role
Role
Product Design
Product Design
Duration
Duration
6 Months
5 Months
Industry
Industry
HVAC-R
HVAC-R
Team
Team
2
2
Tools
Tools
Figma, Miro
Figma, Miro
About thallaja
Thallaja is a unified digital platform for refrigeration, cold storage, and air-conditioning operations across the Middle East. The app brings maintenance, rentals, spare parts, installations, and AMC services into a single, easy-to-use system built for both businesses and technicians. Instead of juggling multiple vendors, calls, and manual processes, customers can manage their entire cold-chain needs from one place.
With on-demand services, a growing e-store, and real-time visibility, Thallaja helps businesses reduce downtime, improve efficiency, and keep critical cooling systems running reliably.
The problem
Cold-chain businesses in the UAE run critical equipment pharma storage, restaurant cold rooms, reefer trucks that cannot fail. But the entire industry ran on nothing. No system. When a cold room broke down, there was no app, no dispatch, no tracking. Just a phone number and hope.
How it worked before
A cold room operator with a failing unit would Google "best cold room service near me," call whoever picked up, and describe the problem over the phone.
Quotes came on WhatsApp. Invoices came on paper. Spare parts meant calling three different vendors.
Rentals, Installations, Maintenance contracts every single service ran through a different disconnected channel.
Entire teams existed just to manage the chaos of coordination. For an industry keeping medicine and food cold, the operations behind it were anything but reliable.
The Insight
The early thinking was to build five separate tools one per service. But the real insight came from watching how operators actually worked: they don't think in "services," they think in problems. A broken cold room, a part to replace, a unit to rent. So instead of five products, we built one system with five entry points sharing the same design language, the same components, the same logic. One platform that mirrors how the industry actually operates, not how software companies usually slice it up.
The product, in two journeys
Five modules. One home.
The home screen had to do something difficult introduce five entirely different services without
overwhelming the user. Each module solves a different problem. Each one needed its own clear entry point.
Before the screens, the architecture.
Yes, Five modules and Dozens of decision points.
Before designing a single screen, I mapped the complete information architecture every user path,
every system branch, every alternate flow. The embed below is interactive zoom in to explore any flow.
The solution
Four categories. One simple decision.
Visibility from booking to completion.
Once the booking is confirmed, the customer hands over physical access to their facility and a technician they've never met shows up. The verification PIN exists because trust needs to be designed into the handoff, not assumed. The 4-digit code is shared with the technician before any work begins, turning a vague "the guy from Thallaja showed up" into a verified service event.
From here, every step of the job Request sent, Technician Assigned, On the Way, Inspection Started, Estimate Sent, Repair Ongoing, Completed updates live, so the customer doesn't have to wait at the site. They can go run their business and check in only when it matters. Once the inspection finishes, the documented overview takes over photos of the equipment, the issue description, the technician's name with a direct call button, and one clear next action: View Estimate.
Nothing in this flow is decoration. Every element exists because cold-chain operations don't pause for unclear status updates or unverified service calls.
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