OVERVIEW

Service-based industries and manufacturing companies often struggle with inefficiencies in their field operations. Our Service and Maintenance App addresses these challenges by providing a comprehensive solution that simplifies task scheduling, enhances technician productivity, and improves customer satisfaction. By automating manual processes, optimizing resource allocation, and enabling real-time communication, our app empowers businesses to deliver exceptional service and stay ahead of the competition.

ROLE & TEAM

Lead UX/UI and Mobile Development
UX/UI Designer
Topic Expert (Experienced Service Industry Manager)
Mobile App Developer
Front end Developer
APIs Developer (.Net)

The Problem

Inefficient Field Operations:

Service-based businesses and manufacturing industries face numerous challenges in managing their field operations and asset maintenance. These include manual task scheduling, poor communication, and inefficient inventory management. These inefficiencies lead to increased costs, delayed service delivery, and reduced customer satisfaction.

User Research

User Interviews:

We interviewed field technicians, managers, and customers to identify their pain points and expectations. These interviews are performed online and offline with help of topic expert and his references in relevant industries.

To gain a deep understanding of the challenges faced by service providers and customers, we conducted a comprehensive user research process.

Key Insights:

• Difficulty in scheduling and managing tasks efficiently

• Lack of real-time visibility into field operations

• Inefficient inventory management and procurement processes for spare parts and assets

• Poor collaboration in between field technicians and office staff

• Limited visibility into service request progress and tasks status

• Desire for a mobile app to access service information on-the-go

• Importance of accurate time log and timely billing and quotations

• Customer validation that service is done efficiently and timely
  

User Profiles

The research made it evident how different users would use the app differently. To cater to this, I categorized them into two user profiles based on their goals and tasks.

Manager

Experienced Skilled Worker | Supervisor

• Schedule tasks for technicians

• Maintain inventory for service requests

• Track live location of technicians and assign tasks accordingly

• Track progress of service requests and tasks

Technician

Technically Skilled Worker | Mechanic | Electrician

Tasks Performed:

• Schedule tasks to technicians

• Maintain inventory for technicians

• Track live location of technicians and assign tasks accordingly

• Track progress of service requests and tasks

Tasks Performed:

Prototype & Wireframe

I started creating the information architecture and low-fi concepts for primary use cases. After having a go-ahead from the Topic Expert, Product Manager, developers, and Stakeholders on the mockups, we began to conduct usability tests with the low-fidelity mockups. Once we had confidence in the design, we began digitalizing designs.

The Solution

Service and Maintenance App is easy to connect with system, coordinate with with first line technicians - with live geo-location sharing with supervisors at office with laptop on web application.

Web apps for Managers

Streamline your operations with our all-in-one web interfaces. Manage schedules, track tasks, and allocate resources efficiently, ensuring customer satisfaction.

Usability Testing

We conducted usability testing to enhance user experience and gather valuable feedback for design improvements.

Lo-fi Prototypes

Moderated User Testing

Initial lo-fi prototypes are tested with stackholders and experts weekly to get feedback on functional flow and user interactivity with the product.

We created the group of users with different roles. All participants were using the app to carry out hypothetical tasks as a technician and manager/supervisor.

Project Learnings

A design is never final, We must acknowledge the fact that design is never ending process and it will evolve by time by getting feedback.

Quick Deliveries: Lesson learnt is we should not wait for complete solution development, workable solutions should be launched asap to get earlier feedback.

Remember you are not expert, so listen to experts more to understand the problem and potential solution.

See the solution in Action

Experience the power of Service and Maintenance App design firsthand. Watch our demo video to see how it can streamline field operations, enhance productivity of team and customer satisfaction.