Problem, approach, result.
A market the size of Lebanon was running its entire home-services economy through Instagram DMs, group chats, and word-of-mouth. Customers had no way to compare providers; providers had no way to schedule, get paid, or build a reputation; nobody had a record of anything. Off-the-shelf marketplaces don't ship with bilingual RTL support, local payment rails, or the operational layer needed to onboard a category from zero.
We treated this as a regional infrastructure problem. Two parallel tracks: customer-facing booking flow (mobile-first, AR-default) and an internal dispatch console for the done. team to onboard providers, vet quality, and resolve disputes manually until volume justified automation. We shipped the dispatch console in week 2 — long before the public site — so real bookings could flow through Instagram DMs into a structured pipeline.
done. went live in six weeks as the first nationwide home-services platform in Lebanon. The dispatch console replaced all WhatsApp ops within a month. Providers onboarded by referral now have ratings, structured payments, and recurring schedules. The booking funnel runs in Arabic by default, with English available without a layout reflow. The platform is live, growing, and the operational record now exists where it didn't before.
The interface in production.
The dispatch console — where the done. team runs every booking from match to payout. Built first, before the consumer site, so real ops could begin in week two.
done.lb / dispatch — live ops console
What we built.
The actual surfaces, services, and capabilities that shipped.
Customer booking flow
WebMobile-first PWA with full RTL support, in-flow scheduling, bilingual content, and Stripe + local payment rails.
- ›Arabic-default with EN toggle
- ›Provider browsing, reviews, recurring bookings
- ›OTP login, no password friction
- ›Receipts + branded confirmations
Internal dispatch console
OpsThe team's daily driver. Live job board, provider performance, SLA monitoring, payout management.
- ›Real-time dispatch + ETA
- ›Provider vetting workflow
- ›SLA-breach alerts
- ›Manual escalation queue
Provider mobile companion
ProviderEach verified provider gets a focused mobile interface for accepting jobs, navigation, and payouts.
- ›Accept / decline within 60s
- ›Daily earnings + payout history
- ›Customer rating + tip handling
- ›Telegram-based on-call alerts
Local + Stripe rails
PaymentsMulti-rail payment layer that accepts cards, OMT, and wallet top-ups — and pays providers reliably in a cash-mixed economy.
- ›Stripe + local OMT integration
- ›Wallet credit for repeat customers
- ›Weekly automated payouts
- ›Refund + dispute pipeline
From brief to live.
“Six weeks from a notebook of ideas to taking real money from real customers. The dispatch console is what changed the company — we stopped being a chat group and started being an operation.”