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Summary
Problem
Four problems arose when working on an assignment: ​
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Too many steps and taps are required to complete simple tasks.
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Technicians want to be able to view an assignment without being forced to change its status.
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There are various permissions and popups.
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Secondary technicians do not have access to certain screens.
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Solution
Created two sections to simplify the flow. The first section is a carousel with key components of the technician's job for quick access. The second contains assignment attributes with CTAs on default to reduce taps.
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Background
Technicians are increasingly using FieldEdge to simplify their work in the field. The app helps them manage work orders. Within each work order, technicians can handle a range of tasks, and they receive their assignments directly through the FieldEdge mobile app while out in the field.
Within a Work Order, Technicians can:
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Review the customer information and the issue
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Create Invoices and/or Quotes
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Fill out forms for their company
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Choose Equipment
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Sell an Agreement to a Customer
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Submit Part Requests or record Expenses
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Capture signatures and process payments
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By utilizing FieldEdge, technicians can improve efficiency, reduce paperwork, and enhance communication with customers and their office team.
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The Problem
The assignment details screen is crucial for technicians as it serves as the main interface where they spend most of their time. It contains important information and key workflows that are critical to their day-to-day tasks. However, this screen has been plagued by numerous issues, significantly impacting the technicians' user experience and creating frustrating obstacles in their work.
Problem 1
Too many steps and taps are required to complete simple tasks.
Technicians navigate a carousel with screens that lack visible text, creating a jarring experience, especially when they have to swipe through screens they don't need.
Problem 2
Not able to view an assignment without being forced to change its status to working.
Before technicians visit a customer's home, they need to access the Work Order to view the assignment and customer information. However, the FE mobile app only allows them to view this information if the status is set to 'working,' which is untrue in many cases.
Problem 3
There are various permissions and popups.
Too many permissions and popups appear within the FE mobile app which can be a very annoying experience especially when a technician wants to get the job done.
What do Technicans want?
INSIGHT
Technicians want the ability for helper techs to be able to view the entire Work Order and to write their own work summaries.
How can we improve the helper tech's experience?
By enabling screens to be in a 'read-only' mode for helper technicians and allowing them to input work summaries within the timeline.​
INSIGHT
Technicians want to be able to view the Work Order Description without having to dig into the assignment to find it.
How can we give easier access to view the description?
By revealing the description on default on the Assignment Details screen and through an Assignment preview drawer.​
The Process
Customer Journey Map
We created a customer journey map to navigate the process of the app, the pain points, and the room for opportunities to enhance the app. This helped me think about simplifying and maximizing the user experience within the customer details screen.
How can I change for maximum gains?
1. Visually remind techs to change status.
2. Visually remind and prompt the user to add an Agreement if the customer doesn't have one.
3. Visually remind the user to fill out the required fields.
4. Arrange the hierarchy for the placement of each screen.
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Surveys
On July 23, 2024 we sent out three separate surveys to three different groups of technicians through Optimal Workshop. July 29, 2024 was the last day of the survey and a total of 242 participants
OBJECTIVE ONE
Understand how Full License Technicians are utilizing certain features within the FE Mobile App
OBJECTIVE TWO
What info is most important in relation to those certain features
The Solution
Other Projects
