Go Care 3.0
Enhancing the Field service experience for Client Technicians across 18+ countries
Introduction
Timeline
Oct 2021 - Aug 2023
Role
Senior Product Designer
Platform
iOS App, iPhone & iPad
Client
My role
As a Lead designer in the project, my role involved enhancing the application by adding new features for the late 2021 and upcoming 2022 release based on the client and user needs. Throughout the duration of the project, I collaborated with the Product Owners, Business Analyst, Developers and the Design team.
App 2022 Enhancement and features
Report mismatch of Engine Serial numbers
User manual and Release notes
Ticket attachments added by supervisor
Asset Warranty information
Visual Enhancement for Open Tag
Filter for Mismatch reported tickets
Add CO Account number for client responsible tickets.
Previous reports & attachments as Maintenance history
Request for additional spare parts
Add tasks by W-Task ID
Enhancing Search functionality for Damage code section
Undo Redo functionality for Edit photo for Special Findings
Create sub-ticket in app
Reading date for Operating hours
View all reports for Completed and Closed tickets.
Add additional time entries after ticket completion
Reassignment of ticket - Claiming of ownership (Care 3.0)
Daily reporting (Care 3.0)
User Stories
I worked on 20+ user stories, each contributing to the overarching success of the project.
Enhancements
Go Care 3.0
For the case study, I have chosen to delve into GoCare 3.0 Beta release in detail. This release represents a significant enhancement within the app, addressing key user needs and business goals. Through this example, I'll showcase our user-centered design approach, demonstrating how it led to a remarkable improvement in the app's functionality and user experience, highlighting our ability to address complex issues effectively.
As Sam, based on the technicians’ availability, I should be able to manage the technicians in the ticket, for better work and time management.
The Process
We worked in an Agile setup, using Sprint Planning to define objectives. Followed the user centered design approach using Lean UX methodology for each sprint. We emphasized on collaboration with cross functional teams, rapid prototyping, iterative design, user testing, and adaptability to respond to changing requirements, ensuring that our solutions remain user-centric and effective.
Research
Our research was mainly divided into following parts. We began by understanding :
User and Business needs
Current landscape
Deep dive into the problem area
Our Users
To understand the product, it was really necessary to understand the user group we were dealing with, there needs and pain points. We were mainly dealing with 2 specific User groups, The Field Technicians and The Supervisor.
Business Goals
The goal of Go Care 3.0 was to make the app efficient from both technician and Supervisors perspective, but also catering to these different areas which serves as the foundation of the GoCare application.
One-time Data Entry : The primary objective of the Care application is to streamline the process of recording service data. Technicians enter information once, reducing the chances of errors and inconsistencies.
Integrated Backend : The application's seamless integration with the client's backend systems ensures data flows smoothly across the organization. This not only saves time but also enhances data accuracy and integrity.
Efficient Data Distribution : By automatically distributing field-collected data to relevant sources and internal processes, the application ensures that accurate and up-to-date information is readily available for decision-making and analysis.
Current Landscape
The client provides engines and assets to different customers, for example ship/rail manufacturing companies. For the maintenance of these engines, they have number of field technicians (both internal and external) who have been assigned these responsibilities. They visit the customer location and fix issues related to engines. If the customers face any kind of issues with engines or assets provided by company, they contact them for maintenance.
How do we manage the technicians currently?
Based on the research we understood, The managing of technicians happens in C4S system. Currently, if we try to remove any of the technicians from the ticket in C4S, all the work they have performed up until now was getting lost.
Based on this insight, we began by exploring -
“How should we manage the technicians ensuring their work progress is not lost?
To answer this, I began by understanding, ‘How exactly is the progress getting saved currently?’ We relooked at the existing flow, we understood that the progress was getting saved only when the ticket goes to ‘Completed state’. There was also a Manual Sync for certain sections of the application, which only synced and saved information for that section. Once Synced, the technician was not allowed to change that information further.
Insights
The complete saving of the work progress was happening towards the end of the journey, after ticket completion. But, managing technicians needs to happen when the ticket is in progress.
C4S Technical limitation - Sam can only add technicians to the ticket in C4S. He cannot remove a technician from the ticket. If he chooses to delete a technician in C4S, all the work done by that technician in the ticket will get deleted.
If any of the Eddies’ have not submitted their work progress or hours before ticket completion, those will not be billed.
Based on the insights, we started to thinking, What if we make changes to the Save flow to help better manage the technicians?
This involved strategizing, to make modifications in the existing flow. After numerous iterations we proposed a new user journey which was more focused towards both Supervisor and technicians.
User Flows
We began by experimenting a lot with the existing flow. I designed multiple user flows to visualize scenarios quickly for discussion with the stakeholders. I began by thinking about particular usage contexts, the opportunities they present and how elements manifesting themselves in the interface would help to support the user. Based on multiple discussions and reviews with the Product Owners, developers and design teams, I refined and proposed the final user flow based on the business requirements and needs of the user. We introduced 3 key features for better work and time management - Daily Save Progress, Claiming of ownership, Consolidated and External reports. We also tried work these features out for multi user scenarios before finalizing.
Wireframes and Iterations
A sneak peek into my early wireframes, mid-fidelity designs and drafts. The designs have went through a lot of iterations. It is due to several reasons: Change in business direction, technical feasibility or simply to improve the user experience. The flows and designs went through a lot of reviews, design critiques and discussions with design, operations and business teams to ensure we have a friendly and scalable user experience. Some of the key areas we touched upon when finalizing these screens were the multi user and Online/offline scenarios.
Final solution
Here's a detailed walkthrough of the Go Care 3.0. I've implemented an adaptive design strategy, leveraging scalable components to ensure a seamless and consistent user interface and navigation across platforms. The design ensures a unified experience with all key features and functionalities readily accessible, maintaining a familiar look and feel. This way, our happy customers can easily adapt to the new version with added features.
Torque Design System
Torque is a scalable design system that saves time, reduces technical debt over time. It is designed to solve the problem of inconsistent components and user experience.
Torque consists of 100+ components with properly defined typography styles, icons and components. Torque design system is designed for the web. So, All the components used in these features have been manually created for iPhone and iPad using the Torque guidelines for maintaining a unified, consistent, robust UI.
Streamline Ticket Workflow
Efficient ticket management. Navigate through assigned tickets, view ticket details, and manage customer requests seamlessly.
Work from anywhere,
All in one Digital Toolkit
Equip your field technicians with a versatile toolkit to manage tasks, tools, findings, damage assessment, Operating hours and more with ease even in areas with limited connectivity.
Effortless Documentation and Reporting
Seamlessly document daily progress and generate reports for team and customer reference.
Seamless Collaboration and Task Handover
Ensure workflow continuity and flexibility with features that ensure smooth task handover.
Customer-Centered Ticket Resolution
Ensure quality control by reviewing and finalizing ticket information with customer input.
Impact
The impact of our design work on GoCare 3.0 is significant and multifaceted. It not only transformed the user experience, making it more intuitive and efficient, but also directly improved service quality and productivity. The ongoing testing phase of the field service application project has already begun to yield significant results.
Customer Delight: Clients have lauded our application's user-centric design, emphasizing the convenience it brings to their service requests. They appreciate the streamlined communication and seamless teamwork.
Cost Savings: Supervisors have noted a reduction in operational costs due to improved scheduling and transparent progress monitoring.
“ The ability to claim ownership has greatly improved task handover and flexibility in our team, ensuring no service interruptions.”
- John Miller, Supervisor
Learnings
The GoCare 3.0 project was a rich learning experience that underscored the multifaceted nature of UX design. These were some of the learnings as a part of the process.
Thinking through Scenarios with Multiple Users of a Single Persona
One of the key learnings from this project was the art of thinking through scenarios involving multiple users of a single persona, such as the field technicians. We had to consider the intricate dynamics within the team and anticipate how each technician's actions could affect the others and the overall workflow. This process required to empathize deeply with our users, understanding their individual needs and challenges, while also grasping their interdependencies.
Change Management Matters
A gentle learning curve is vital when introducing significant updates to an existing app. Designing for a seamless transition is crucial to maintaining user satisfaction.
The Power of feedback
Involving stakeholders and users from the start, seeking early feedback, saves time and minimizes rework. Regular design critiques and collaboration with the team highlighted the importance of open feedback and collective problem-solving, enhancing our designs and user experience.
As the beta version of the application enters the testing phase, our next steps include rigorous testing and collecting user feedback. We will closely monitor the application's performance, addressing any issues that arise. Additionally, we will conduct user interviews and surveys to gather valuable insights for further refinements. This valuable feedback will inform further refinements and improvements, bringing us closer to a successful full-scale launch.