Project

Digitalise Field Service Technicians job functions to cohere a full experience for the full business.

See reference to the full USS Transformation

Role

Lead UX/UI Designer while working at Dauntless

Date

2020

The Scope

We knew this was to eliminate the need and use of forms of delivery drivers had to fill, complete and drop off daily to their ‘branch’ managers aka ‘Dispatcher’. There was very little oversight into the challenges, issues, or discussions had by drivers on the forms. The process was a very manual, slow, tedious task. We knew this would be best in the form of a mobile application.

Physical Forms Drivers were sent out with

Understanding the target users

Defining who we’re designing for helps us understand the needs of physical demands of the driver and dispatchers.

The driver

The drivers were very hands-on replacing loos, changing filters, loading and unloading toilets. Using paper form was insufficient.

We knew users were often in gloves or in wet conditions where delicate finger gestures were not feasible.

We also understood drivers will not be using commercial devices such as iPhones or personal devices. The devices would need to have robust, counter-destructive due to the environment the drivers worked in.

The dispatchers

They were often on-road as well as being the team leader who would assign and delegate to the rest of their branch members.

Competitor Investigations

We thoroughly investigated the competitors and leaders within the industry and related industries.

Outlining features and functionality

Working alongside another UX designer at this stage we mapped out all of the features that were needed to create the application. Highlighting high and low priority features for an MVP.

Within each feature, we highlighted the High-level details, the user’s story, the technical story (which was included working with the development team), the acceptance criteria and the effort levels it would take from design and development to make each feature happen.

Stucture mapping

I worked to create a map of the core screens needed for the app to function, along with highlighting each and every feature required for the application to function and grouping them into ‘templates’ for development ease.

Application structure, settling templates and features

Wireframes

I worked to create wireframes showcasing both user types journeys.

Design Guidelines Creation

I explored Design treatments prior to setting the guidelines.

I lead the design guidelines for the UI applications. I took the idea of using components led design to help build out the application which was fleshed out by other designers.