This was a Field Services mobile application for a Fortune 500 client to streamline workflow for hundreds of thousands of technicians worldwide. I led and contributed to the designs of the application.
Timeline & Contribution
I came into this engagement close to the end of the project for 3 weeks in March 2019. I was responsible for translating user stories to high fidelity screens, creating a design system, annotations, and user testing.
Role
Product Designer
Problem Space
The existing field services mobile application had major usability issues and was riddled with bugs. The experience was only half-digitized since technicians still had to use pen and paper to document parts of their workflow.
Outcome
The new application has helped improved the way technicians view their workday agenda, know in advance what equipment/parts they need on job sites, order parts, and complete their tasks. As a result of this application, it’s expected to generate over $1 billion of revenue for the business.
Activities
Every day, technicians are given different worksites they have to visit and tasks to perform. We designed the Activities in a way where it was familiar to the previous application that the techs were knowledgeable with and added additional information so that they would be prepared when they visit work sites.
Details
Details around the assignments are crucial information for the technicians when it comes to their workflow. We heard from technicians that they always check this information before going en route to the worksite. We designed the detail screen, so the most common information doesn’t require vertical scrolling.
Parts
It is common for technicians to order parts in their workday. This process before was done by phone and paper. We took this opportunity to digitize the process so that workers can: order parts and equipment for their tasks, exchange parts with other technicians nearby, and purchase and expense parts that might not be in inventory.
Design System
To better keep my team members and me consistent when designing, I created a shared library on Sketch. Since our time was short on the engagement, we started compiling all Sketch library components into the start of a design system for the application. Other designers in the future will have a good foundation and scaleable components to use.
Takeaways
This project allowed us to travel to many different places around North America. Being told to fly out the next day and meet with clients brought many challenges that I haven’t experience. On top of travelling, I was brought into an engagement that was on the verge of collapsing. There were days were the team and I work very late, but the experiences I gained. Asking the right questions was critical because user flows were so specific to the industry.
Special shout out to my team that contributed to this project to get it to the finish line in such a short time.