brief
Dell has developed an app that allows field technicians to keep track of their dispatch assignments. A dispatch assignment is a job to replace a part on a device, like a hard drive on a computer. Business has requested "UX help" to create a modern, easy-to-use interface for their iOS application interface.
challenge
Redesign the Assignment tab and Dispatch detail screen for the Field Service Mobile App.
UI, UX Design
DELL
MANDATES
-
Establish layout, typography and interaction intention.
-
Utilize the style guide provided for the typeface, color palette and icon stylization.
-
Design for iOS.
old design
research
The Dell Field Service Mobile application has new assignments pushed out every morning on a daily basis. After shadowing several field agents and looking at their task flows it appeared there were two major use cases.
Use Case - Daily Planning (Pre-Assignments)
-
Parts collection for all assignments
-
Organizing daily schedule times
-
Planning daily route for all assignments
Use Case - Assignment (Onsite)
-
Directions to next assignment
-
Contacting customer
-
Service parts and instructions
-
Technician notes
pain points
When analyzing the use cases and their associated flows I discovered the current field service application contained several pain points along the user journey that inhibited the agents ability to do their job effectively and efficiently.
Pain Points
-
No daily planner/time-frame indicator
-
Lack of map or directions
-
No customer contact information, or secondary contact
-
Parts are only listed per job in details section, no list of total parts
the problem
Design an interface to allow for daily scheduling, while assisting the technician in route planning, parts collection, customer communication and onsite instructions.
the solution
Design an interface to allow for daily scheduling, while assisting the technician in route planning, parts collection, customer communication and onsite instructions.
Iconography used to express completed status of assignment and time spent onsite.
Iconography and text label used to express assignment is currently in progress.
Distance to assignment location and the current time frame for expected arrival of technician.
Long press enables schedule planner allowing field tech to organize assignments by time, which display in 3 hour time frames.
Parts tab opens checklist for total parts needed for current daily assignments.
