“How can I optimize
my technician’s performance?”
My Role
I led the optimization of the technician’s performance to transform in & out-bound pain-points increasing efficiency for the client.
Impact:
Eliminated 80% scheduling conflicts
Collaboration
Customer Insights & Ideation
I partnered with the sr. director, product manager, client national director and ops support specialist to uncover insights and translate concepts into features that address customer behaviors and motivations.
Experience Strategy & Vision
I created frameworks and prototypes to share the vision, design principles and content strategy. This helped to evangelize ideas, gain alignment and drive decision making.
Planning & Scope Definition
I defined the product with my project manager partners. I evangelized customer goals and balanced business goals. I prioritized and negotiated features and functions for launch and beyond.
Design Execution & Validation
I executed personas, journeys, wireframes, prototypes, design patterns, user testing and QA.
Leadership
I designed up and presented works to gain buy‐in from executives, senior stakeholders and many other internal and external teams throughout the project lifecycle.
Oversight & Coordination
I designed across and collaborated across cross-functional teams both locally and internationally to translate product features, functions and flows in order to ensure delivery of a great product.
“Observations provide an unbiased view into the day-in-the-life of the user.”
You hear the same noises as they do.
You see them jot down their thoughts.
You see how they interact with people & technology
You begin to understand the user’s needs to start and complete
their day-to day tasks.
“A persona is the voice of the user spoken from their perspective“
The Vision
Whiteboarding
Requirements and ideas whiteboard
Wires
Practicing frequent ideation, continuously building & validating via UT with end users to ensure best-in class UX while simultaneously building trust between client, end-users & product team.
New and existing functionality identified
“I’m actually impressed. I can see this working.”
- Testing feedback
The Outcome
Incorporate user-centric design.
Bundle work orders by location using enhanced Scheduling & Optimization algorithm.
Impact:
Value proposition to client approx.
$7 million/yr in savings
over the lifetime of the contract
Capture technician productivity and capacity data.
Allow technicians to schedule Return Trip Needed work orders while onsite.
Impact:
Outcome of the scheduler calendar
lead to the execution of an
Affiliate SaaS offering
Real-time individual technician’s stats, activities and location
Comparison of scheduled route vs executed
Impact:
• Enable technicians to service more work orders/day
• Improve back-office visibility into schedules & exceptions.
Technician’s route and status, as well as, indicators of additional opportunities available within the area.