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FIELD SERVICE MOBILE APP

Project Scope

Product Strategy & Design Modernization

Client

Debit Card for Leading U.S. Human Resources Management & Software Co.

Role

Product Lead

A U.S. leader in logistics, equipment rental and associated services, was acquired by a private equity firm. The new owners wanted to dominate the market by investing heavily into optimizing the sales and service experiences, and enabling tools.

Process
Our team conducted broad research across the sales and service organizations to identify opportunities for change and map out the future state employee and customer experiences. We then launched a design phase to perform deeper UX analysis in key areas and develop prototype designs for high-value use cases.

Outcome
Working closely with platform implementation teams, our strategy and design work contributed more than 100 unique features to sales and service solutions. We provided countless insights and revised screen designs for critical flows like Quick Quote, Customer 360, Service Coordination, and Handheld Service App. Client is now the top provider amongst their direct competitors.

Primary Generative User Research

We created an experience strategy for the client's sales and service transformation. This was based on ethnographic interviews, contextual and observational inquiry of key internal roles within the organization.

Deep User Personas

The insights we derived from primary research were synthesized into 5 personas ranging from internal sales, to field service technicians.

End-To-End User Journeys

Through multiple co-creation sessions with stakeholders and the employees most affected by the transformation, we landed on a vision for the future experience across inside sales, outside sales, distribution center, and field service. This vision served as the basis of requirement creation for the various design and implementation workstreams.

Service Assessment Methodology

Along with the overarching transformation experience, we focussed closely on custom designs for our field service coordinator and technician personas. This required additional observational inquiry and ride-alongs at the distribution centers and on trucks.

Wirefaming The New Experience

We developed annotated wireframes to guide the technical and functional requirements for the service products.

Final Screens

Our wireframes were iterated collaboratively and converted into high-fidelity design artifacts to be used by the product teams in development and to further communicate to vision for the future experience while product development was underway.

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