Let the why inform the what: designing for a distributed team

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We had a month to design any part of the Facility Manager and Field Tech workflow - our choice from the research findings! We decided to focus on the two personas' most important everyday tasks. When we were almost done, someone basically said, "Well done, we've delivered, but let's show them their future!" And so we did. Our goal was to WOW this new customer with what we could accomplish in a short amount of time using design thinking. Our methodology was new to them, so we had to win them over.

 

 
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Facility Manager, remote experience

Facility Managers can manage multiple properties. In this scenario Facility Manager George monitors the information coming from one property, a hospital campus consisting of several smart buildings. User research found that Facility Managers are most interested in system alerts, analytics and reports. It's their job to analyze, act and maintain the health of the system. We learned that Facility Managers use the reports Field Techs create to help them report to leadership on overall campus efficiency and to build energy budgets.

Our customer wanted the design to empower their users to take action which we addressed with clear status updates, actionable CTA's and by extending new functionality to Facility Managers like George e.g. the ability to create charts and reports dynamically. In addition to the alerts, analytics and reports pages, we presented a quick view summary of site information in two ways: a data visualization view and a map view.

Our customer particularly liked the alerts visualized on the architecture map on the Analytics page.

Facility Manager prototype (Desktop)

 

 
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Field Tech, on-site experience

User research uncovered three stages to the Field Tech workflow. In the Pre-Visit stage it's important for the Tech to understand the service request and to have easy access to past field notes and any special instructions. Since some of the service activities are generated by the system while others are initiated by the customer, Field Tech Jelena is required to receive approval for the work from her customer before arriving on-site.

When she arrives on-site and before starting any work, Jelena checks-in with her customer to accommodate schedule changes and to create an opportunity to build the relationship. Highlights of the On-Site UI are a quick status view of approved and completed tasks and the ability to create field notes and take pictures. Field Tech Jelena meets the Site Manager again before she departs to collect a signature. These touch points with her customer build trust and generate sales.

Post-Visit activities focus on finishing field notes, building a report of tasks completed that day and sending an email with status to the customer.

Field Tech prototype (Tablet)

 
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Field Tech, Augmented Reality workflow

Although we only had a few days left on the project, we wanted to present our customer with a strategic vision of how they might conduct their work in the near future. We did a brief competitive analysis and found that a major elevator manufacturer was already using Hololens in its service work. 

Our future state workflow incorporates virtual training on a tablet, Augmented Reality environment mapping using Google's Project Tango, drone surveillance for times when it's safer to observe at a distance and remote diagnosis using virtual assist to contact a colleague.

Art of the Possible (Boards)