Research and Insights - Armed with useful feedback from the client and research data from our 1st level discussions, along with the Product Owner, I carried out exhaustive and interactive Product Discovery sessions with the client where we clearly identified the client’s pain points, core features required, what needed to be built, the operational users of the application and which tasks each unit would perform on the app, how it should be constructed, the type and format of information presentation and the optimal sequence for implementation. All these insights were properly captured in a Confluence Product Requirements Document. 1. User Research To understand user needs, we conducted extensive interviews and surveys with the core users of the app: Field managers, Project coordinators, Technicians and Customers. Key pain points included: - Difficulty accessing accurate, up-to-date task information. - Inefficient manual reporting processes. - Lack of transparency in terms of real-time status updates on service requests/tickets. - Poor usability of existing tools, particularly on mobile devices. 2. Competitive Analysis We evaluated existing IT field management solutions and identified gaps such as limited offline functionality, overly complex interfaces, and lack of integration with third-party tools. This analysis informed our design priorities. 3. Key Findings - Users valued simplicity and ease of use over feature-rich but complex platforms. - Offline access and automatic synchronization were critical for field operations. - Customizable dashboards and workflows were essential to accommodate diverse use cases. --------------------------------------------------- Design Process - 1. Ideation I began by using Whimsical to map out the user journey/user flows and creating personas for each user category to align the design with user needs and identified user stories. I engaged in collaborative brainstorming sessions with the Product Owner focused on simplifying complex workflows and integrating features like streamlined ticket creation and assignment, GPS tracking for tasks, and real-time updates. 2. Wireframes & Prototypes Low-fidelity wireframes were developed using Figma to outline key features, as well as the Information Architecture for navigating the app. Based off these, I was able to design the 1st draft of low fidelity designs which were reviewed and amended with feedback from the business users, the client and stakeholders until a final version was achieved and approved, then I proceeded with the high-fidelity designs and interactive prototypes to simulate real-world usage. Feedback from early usability testing sessions helped refine the layout and navigation. In this phase I also created the design system and re-usable design components (leveraging atomic design libraries like Tailwind CSS, Hope UI and Ant design) for future iterations, after which I worked collaboratively with our Dev Team utilizing tools like Figma Dev Mode to ensure that the designs were effectively implemented. 3. Iterative Testing Through multiple rounds of usability testing, we gathered insights from end-users and stakeholders. Key improvements included: - Enhancing the clarity of ticket management flows and task assignments with color-coded priority indicators. - Simplifying navigation by consolidating related features into intuitive tabs. - Optimizing the mobile interface for one-handed use.