The Challenge

We were tasked with creating an innovative product for our client that would greatly ease the jobs of their field service technicians without compromising efficiency. Our team was given a lot of freedom to create a truly new experience that would revolutionize their business.

The Solution

Increase Efficiency

Eliminate Redundancy

Centralize Users

Reduce Human Error

Our solution – create a platform that centralized user tasks and part purchasing. This app allows users to see jobs, map the next job, ask for help and lookup/order parts directly. This platform also interfaced directly with the supervisors task assigning platform allowing for easy assimilation with previous environment.

60%

Time Saved

per each individual job

Quickly Access Job Site Information

This tool allowed technicians to easily and quickly find details about job sites and inventory information to help service the customer as fast as possible.

Search and Purchase Parts

Our solution empowered users to find parts quickly through different means, one being a scanner. This allowed a user to quickly search details about a part to see if it fit the job they were working.

The Why

We initially conducted interviews across the organization. We did this to find business challenges that needed attention.

  • Too many return visits to the job site

  • Job detail visibility was low

  • Part ordering was difficult and time consuming

  • Technicians were arriving unprepared

 

After speaking with stakeholders, we discovered more about the types of users who interact with this process.

  • Primary audience: service technicians

  • Secondary audience: supervisors

     

The Process

Our next steps were to map out the journey that the technicians would take to solve their issues. By dissecting the pitfalls of the current process, we were able to see the trouble points and better inform our design decision later on.

 

These findings helped highlight what was important to have with our service. In order to translate these ideas into designs, we needed to create a roadmap that would guide our design decisions. Putting the user first, we prioritized important information and actions and constructed a user flow for the applications.

The Design

After mapping out the user flow we next moved on to wireframing said flow so we could iterate and create a tactile experience.

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