56 SECURE
Streamlining service delivery at 56 Secure via a Technician App
Role
Lead Product Designer
Team
1 Product Designer
Operations Team
Technician Team
Overview
The Prototype of the Technician Service App efficiently solves problems in service provision by combining communication, task handling, and standard operating procedure compliance in a single interface. This app seeks to rectify muddled workflows and fragmented communication that obstruct technicians, therefore hastening operations and improving service excellence for the delight of customers.
The Crisis
at hand
Customers repeatedly express dissatisfaction with the company's service, technical support, and overall service quality. Common issues include delayed installation, malfunctioning cameras, unresponsive technicians, and prolonged resolution times for problems. These recurring complaints suggest key issues in service operations, leading to a negative customer experience and a significant loss of trust in the company.
Deep dive into
the problem
To gain more clarity, we initiated a preliminary research project to understand the problem better.
WHAT WE DID
We conducted Interviews with Ops Agents & Technicians of varying experience levels to understand the depths of service experience team’s day to day workflows.
We conducted field observations and ride-alongs with technicians during their service visits to identify challenges that they face - while on the job.
Our analysis revealed that while challenges existed across Operations, Technicians, and Clients, many of these issues could be traced back to the technician's workflow. Addressing challenges in the technician workflow through a product seemed to prove most impactful in the short term, and we found that this approach offered a significant return on investment compared to other potential solutions.
Technicians were struggling to deliver consistent, high-quality service due to a fragmented and disorganized process. Relying on multiple communication tools (WhatsApp, phone calls, paper SOPs) led to confusion, delays, and errors. As a result, the company experienced growing client dissatisfaction and frustration, as service quality suffered and expectations weren’t met. After closely examining the workflow, we identified key pain points which we dive into below.
Project
Constraints
Technician Adoption isn’t guaranteed
Limits on standardised SOP flexibility
Dependancy on other System Integrations
Device & platform compatibility
Key Insights
& Proposed Solutions
INSIGHT 1
Scheduling & Task Management
is overwhelming for technicians
Technicians constantly juggle phone calls, WhatsApp messages, and other communication channels to stay updated regarding their task assignments.
With constantly volatile schedules and having to plan their schedule and travel accordingly, while on the move - makes their workflow stressful and creates a chaotic environment, thereby impacting their overall productivity and efficiency.
PROPOSED SOLUTION
Task Scheduling
& Optimised Routing
Technicians can view tasks in a simple list with key details like priority, client info, time, and location, helping them plan their day efficiently. Technicians can plan movements easily with an optimized map route, showing the most efficient sequence to boost productivity.
In App Alerts &
Notifications
Real-time alerts on the app for schedule changes, reducing confusion from calls and messages
Real-time alerts for schedule updates
or task changes.
Centralised alerts & notification hub.
INSIGHT 2
Scattered task details & resources
causes a hassle for technicians to
find relevant info.
With deployment details scattered across different sources, technicians struggle to access the information they need, resulting in inefficient task preparation and execution of the task at hand.
PROPOSED SOLUTIONS
Centralised Task Information
Technicians can access all task details, equipment info, and essential documents in one place, ensuring they are fully prepared while arriving on-site.
Task Overview
Deployment Details
Task Specific Resources
In app messaging
& contact management
Technicians can now chat directly with relevant members within the app, eliminating the need to juggle between multiple apps to find relevant info.
Centralised Chats
Real Time Messaging
Easy access to relevant contacts
INSIGHT 3
Inconsistent compliance of
Operating Procedures on the job
Technicians struggle to maintain consistent service quality due to limited guidance beyond initial training.
Despite the introduction of SOPs, slow adoption and poor integration have shifted the focus to task completion over compliance, leading to inconsistent service delivery.
PROPOSED SOLUTIONS
All-in-one
Resource Hub
The app consolidates all essential resources—SOPs, site maps, manuals, and guidelines—into a single tab, giving technicians quick access to every resource reference they would need.
In app Checklists &
Service Delivery Guides
In-app task guides provide technicians with step-by-step checklists and procedures, replacing the need for physical sheets and scattered resources.
Requirement Checklist
Camera Installation Guide
INSIGHT 3
Technicians find the task reporting
& documentation procedures tedious
Documentation & reporting relies on informal channels like WhatsApp and phone calls, with proof of completion and client approvals scattered across platforms. Sign offs, approvals or any changes to material lists are manually redrafted and reapproved, often using any available document, leading to confusion, delays, and inefficiencies.
PROPOSED SOLUTIONS
In app
Material Addition
Technicians can now browse and add extra repair materials directly from the in-app catalogue, eliminating the need for physical catalogues or PDFs
Clients can also review and approve updates instantly within the app, speeding up the process and avoiding paperwork delays.
Quick Task
Documentation
The app facilitates recording of all the updates, proofs, and information related to documentation uploads.
Quick Actions
Quick Notes
Camera Access
In app Task Review
& Digital Signatures
The Task Review Screen provides a clear view of job details, allowing technicians to upload proof of service while clients can review and digitally sign off within the app, ensuring transparency and seamless task approval.
Task review screen
Digital Signature Screen
INSIGHT 5
Technician Adoption is the
key challenge that could
prevent success of our App
Technicians tend to stick to familiar tools, so we added new features to not only streamline workflows but also empower them in their day
to day.
These enhancements aim to make the app an indispensable tool that adds real value to their work and life, encouraging consistent usage
and buy-in.
PROPOSED SOLUTIONS
On the job toolkit
Firmware Toolkit
Test the Internet speed and the network integrity during installation
Network Strength Tester
Test the Internet speed and the network integrity during installation
Camera Setup Tool
Consolidated camera Setup and configuration toolkit
Network & Strength Test Tool
Camera Configuration
Attendance & Salary Breakdown
Attendance Breakdown
Attendance Calendar
Salary Breakdown
Validating our
Solutions
To evaluate the effectiveness and user experience of the Technician Service App using a Figma prototype, we employed a combination of Self guided user tests and qualitative interviews.
These methods provided essential insights into the app’s usability, its potential impact on technician workflows, and areas for improvement.
Highlights from our technician tests
Mani
Sr. Technician
“ It often takes a long time to get material approvals, and having it done instantly through the app will speed up the whole process.”
Shivesh
Jr. Technician
“ The material addition feature would save me a lot of manual work. “
Thiru
Sr. Technician
“ Right now, waiting for approval slows things down. If the client can approve right away in the app, I can finish the job without delays.”
Deva
Sr. Technician
“ Seeing schedule details & any changes right in the app is better than random WhatsApp messages. I can see all in one place without missing details.”
Ravish
Technician
“ Having these step by step digital guides is so much better and easier than carrying sheets around “
Vimal
Jr. Technician
“The app will make installations easier and guide me through setup, so I won’t need to ask my senior for help as often.”
Expected
Outcomes
Reduction in Task Completion Time by 20%
Reduction of errors in task execution by 30%
Reduction in Support Calls by 50 - 60%
Estimated adoption rate - 75% in 3 months
56 SECURE
Streamlining service delivery at 56 Secure
via a Technician App
Role
Lead Product Designer
Team
1 Product Designer
Operations Team
Technician Team
Overview
The Prototype of the Technician Service App efficiently solves problems in service provision by combining communication, task handling, and standard operating procedure compliance in a single interface. This app seeks to rectify muddled workflows and fragmented communication that obstruct technicians, therefore hastening operations and improving service excellence for the delight of customers.
The Crisis at hand
Customers repeatedly express dissatisfaction with the company's service, technical support, and overall service quality. Common issues include delayed installation, malfunctioning cameras, unresponsive technicians, and prolonged resolution times for problems. These recurring complaints suggest key issues in service operations, leading to a negative customer experience and a significant loss of trust in the company.
Deep dive into the problem
To gain more clarity, we initiated a preliminary research project to understand the problem better.
WHAT WE DID
We conducted Interviews with Ops Agents & Technicians of varying experience levels to understand the depths of service experience team’s day to day workflows.
We conducted field observations and ride-alongs with technicians during their service visits to identify challenges that they face - while on the job.
Our analysis revealed that while challenges existed across Operations, Technicians, and Clients, many of these issues could be traced back to the technician's workflow. Addressing challenges in the technician workflow through a product seemed to prove most impactful in the short term, and we found that this approach offered a significant return on investment compared to other potential solutions.
Technicians were struggling to deliver consistent, high-quality service due to a fragmented and disorganized process. Relying on multiple communication tools (WhatsApp, phone calls, paper SOPs) led to confusion, delays, and errors. As a result, the company experienced growing client dissatisfaction and frustration, as service quality suffered and expectations weren’t met. After closely examining the workflow, we identified key pain points which we dive into below.
Project
Constraints
Technician Adoption isn’t guaranteed
Limits on standardised SOP flexibility
Dependancy on other System Integrations
Device & platform compatibility
Key Insights
& Proposed Solutions
INSIGHT 1
Scheduling & Task Management is overwhelming for Technicians
Technicians constantly juggle phone calls, WhatsApp messages, and other communication channels to stay updated regarding their task assignments.
With constantly volatile schedules and having to plan their schedule and travel accordingly, while on the move - makes their workflow stressful and creates a chaotic environment, thereby impacting their overall productivity and efficiency.
PROPOSED SOLUTION
Task Scheduling
& Optimised Routing
Technicians can view tasks in a simple list with key details like priority, client info, time, and location, helping them plan their day efficiently. Technicians can plan movements easily with an optimized map route, showing the most efficient sequence to boost productivity.
In App Alerts &
Notifications
Real-time alerts on the app for schedule changes, reducing confusion from calls and messages
Real-time alerts for schedule updates
or task changes.
Centralised alerts & notification hub.
INSIGHT 2
Scattered task details & resources causes a hassle for technicians to find relevant info.
With deployment details scattered across different sources, technicians struggle to access the information they need, resulting in inefficient task preparation and execution of the task.
PROPOSED SOLUTIONS
Centralised Task Information
Technicians can access all task details, equipment info, and essential documents in one place, ensuring they are fully prepared while arriving on-site.
Task Overview
Deployment Details
Task Specific Resources
In app messaging
& contact management
Technicians can now chat directly with relevant members within the app, eliminating the need to juggle between multiple apps to find relevant info.
Centralised Chats
Real Time Messaging
Easy access to relevant contacts
INSIGHT 3
Scattered task details & resources causes a hassle for technicians to find relevant info.
With deployment details scattered across different sources, technicians struggle to access the information they need, resulting in inefficient task preparation and execution of the task.
PROPOSED SOLUTIONS
All-in-one
Resource Hub
The app consolidates all essential resources—SOPs, site maps, manuals, and guidelines—into a single tab, giving technicians quick access to every resource reference they would need.
In app
Checklists & Service Delivery Guides
In-app task guides provide technicians with step-by-step checklists and procedures, replacing the need for physical sheets and scattered resources.
Requirement Checklist
Camera Installation Guide
INSIGHT 3
Scattered task details & resources causes a hassle for technicians to find relevant info.
With deployment details scattered across different sources, technicians struggle to access the information they need, resulting in inefficient task preparation and execution of the task.
PROPOSED SOLUTIONS
In app
Material Addition
Technicians can now browse and add extra repair materials directly from the in-app catalogue, eliminating the need for physical catalogues or PDFs
Clients can also review and approve updates instantly within the app, speeding up the process and avoiding paperwork delays.
Quick Task
Documentation
The app facilitates recording of all the updates, proofs, and information related to documentation uploads.
Quick Actions
Quick Notes
Camera Access
In app Task Review
& Digital Signatures
The Task Review Screen provides a clear view of job details, allowing technicians to upload proof of service while clients can review and digitally sign off within the app, ensuring transparency and seamless task approval.
Task review screen
Digital Signature Screen
INSIGHT 5
Technician Adoption is the key challenge that could prevent success of our App
Technicians tend to stick to familiar tools, so we added new features to not only streamline workflows but also empower them in their day to day. These enhancements aim to make the app an indispensable tool that adds real value to their work and life, encouraging consistent usage and buy-in.
PROPOSED SOLUTIONS
On the job toolkit
Firmware Toolkit
Test the Internet speed and the network integrity during installation
Network Strength Tester
Test the Internet speed and the network integrity during installation
Camera Setup Tool
Consolidated camera Setup and configuration toolkit
Attendance & Salary Breakdown
Attendance Breakdown
Attendance Calendar
Salary Breakdown
Validating our
Solutions
To evaluate the effectiveness and user experience of the Technician Service App using a Figma prototype, we employed a combination of Self guided user tests and qualitative interviews.
These methods provided essential insights into the app’s usability, its potential impact on technician workflows, and areas for improvement.
Highlights from our technician tests
Mani
Sr. Technician
“ It often takes a long time to get material approvals, and having it done instantly through the app will speed up the whole process.”
Shivesh
Jr. Technician
“ The material addition feature would save me a lot of manual work. “
Thiru
Sr. Technician
“ Right now, waiting for approval slows things down. If the client can approve right away in the app, I can finish the job without delays.”
Deva
Technician
“ Seeing schedule details & any changes right in the app is better than random WhatsApp messages. I can see all in one place without missing details.”
Ravish
Technician
“ Having these step by step digital guides is so much better and easier than carrying sheets around “
Vimal
Jr. Technician
“The app will make installations easier and guide me through setup, so I won’t need to ask my senior for help as often.”
Expected
Outcomes
Reduction in Task Completion Time by 20%
Reduction of errors in task execution by 30%
Reduction in Support Calls by 50 - 60%
Estimated adoption rate - 75% in 3 months
View More of
my projects
56 SECURE
Streamlining service delivery at 56 Secure via a Technician App
Role
Lead Product Designer
Team
1 Product Designer
Operations Team
Technician Team
Overview
The Prototype of the Technician Service App efficiently solves problems in service provision by combining communication, task handling, and standard operating procedure compliance in a single interface. This app seeks to rectify muddled workflows and fragmented communication that obstruct technicians, therefore hastening operations and improving service excellence for the delight of customers.
The Crisis at hand
Customers repeatedly express dissatisfaction with the company's service, technical support, and overall service quality. Common issues include delayed installation, malfunctioning cameras, unresponsive technicians, and prolonged resolution times for problems. These recurring complaints suggest key issues in service operations, leading to a negative customer experience and a
significant loss of trust in thecompany.
Deep dive into the problem
To gain more clarity, we initiated a preliminary research project to understand the problem better.
WHAT WE DID
We conducted Interviews with Ops Agents & Technicians of varying experience levels to understand the depths of service experience team’s day to day workflows.
We conducted field observations and ride-alongs with technicians during their service visits to identify challenges that they face - while on the job.
Our analysis revealed that while challenges existed across Operations, Technicians, and Clients, many of these issues could be traced back to the technician's workflow. Addressing challenges in the technician workflow through a product seemed to prove most impactful in the short term, and we found that this approach offered a significant return on investment compared to other potential solutions.
Technicians were struggling to deliver consistent, high-quality service due to a fragmented and disorganized process. Relying on multiple communication tools (WhatsApp, phone calls, paper SOPs) led to confusion, delays, and errors. As a result, the company experienced growing client dissatisfaction and frustration, as service quality suffered and expectations weren’t met. After closely examining the workflow, we identified key pain points which we dive into below.
Project Constraints
Technician Adoption isn’t guaranteed
Limits on standardised SOP flexibility
Dependancy on other System
Integrations
Device & platform compatibility
Key Insights
& Proposed Solutions
INSIGHT 1
Scheduling & Task
Management can be overwhelming for Technicians
Technicians constantly juggle phone calls, WhatsApp messages, and other communication channels to stay updated regarding their task assignments.
With constantly volatile schedules and having to plan their schedule and travel accordingly, while on the move - makes their workflow stressful and creates a chaotic environment, thereby impacting their overall productivity and efficiency.
PROPOSED SOLUTION
Task Scheduling
& Optimised Routing
Technicians can view tasks in a simple list with key details like priority, client info, time, and location, helping them plan their day efficiently.
Technicians can plan movements easily with an optimized map route, showing the most efficient sequence to boost productivity.
In App Alerts &
Notifications
Real-time alerts on the app for schedule changes, reducing confusion from calls and messages
Real-time alerts for schedule updates
or task changes.
Centralised alerts & notification hub.
INSIGHT 2
Scattered task details & resources
causes a hassle for technicians to
find relevant info.
With deployment details scattered across different sources, technicians struggle to access the information they need, resulting in inefficient task preparation and execution of the task at hand.
PROPOSED SOLUTIONS
Centralised Task Information
Technicians can access all task details, equipment info, and essential documents in one place, ensuring they are fully prepared while arriving on-site.
Task Overview
Deployment Details
Task Specific Resources
In app messaging
& contact management
Technicians can now chat directly with relevant members within the app, eliminating the need to juggle between multiple apps to find relevant info.
Centralised Chats
Real Time Messaging
Easy access to relevant contacts
INSIGHT 3
Inconsistent compliance of Operating Procedures on the job
Technicians struggle to maintain consistent service quality due to limited guidance beyond initial training.
Despite the introduction of SOPs, slow adoption and poor integration have shifted the focus to task completion over compliance, leading to inconsistent service delivery.
PROPOSED SOLUTIONS
All-in-one
Resource Hub
The app consolidates all essential resources—SOPs, site maps, manuals, and guidelines
— into a single tab, giving technicians quick access to every resource reference they would need.
In app Checklists &
Service Delivery Guides
In-app task guides provide technicians with step-by-step checklists and procedures, replacing the need for physical sheets and scattered resources.
Requirement Checklist
Camera Installation Guide
INSIGHT 3
Technicians find the task reporting
& documentation procedures tedious
Documentation & reporting relies on informal channels like WhatsApp and phone calls, with proof of completion and client approvals scattered across platforms. Sign offs, approvals or any changes to material lists are manually redrafted and reapproved, often using any available document, leading to confusion, delays, and inefficiencies.
PROPOSED SOLUTIONS
In app
Material Addition
The app consolidates all essential resources—SOPs, site maps, manuals, and guidelines
— into a single tab, giving technicians quick access to every resource reference they would need.
Quick Task
Documentation
The app facilitates recording of all the updates, proofs, and information related to documentation uploads.
Quick Actions
Quick Notes
Camera Access
In app Task Review
& Digital Signatures
The Task Review Screen provides a clear view of job details, allowing technicians to upload proof of service while clients can review and digitally sign off within the app, ensuring transparency and seamless task approval.
Task review screen
Digital Signature Screen
INSIGHT 5
Technician Adoption is the key challenge that could prevent success of our App
Technicians tend to stick to familiar tools, so we added new features to not only streamline workflows but also empower them in their day
to day.
These enhancements aim to make the app an indispensable tool that adds real value to their work and life, encouraging consistent usage
and buy-in.
PROPOSED SOLUTIONS
Attendance & Salary Breakdown
Attendance Breakdown
Attendance Calendar
Salary Breakdown
On the job toolkit
Firmware Toolkit
Test the Internet speed and the network integrity during installation
Network Strength Tester
Test the Internet speed and the network integrity during installation
Camera Setup Tool
Consolidated camera Setup and configuration toolkit
Validating our Solutions
To evaluate the effectiveness and user experience of the Technician Service App using a Figma prototype, we employed a combination of Self guided user tests and qualitative interviews.
These methods provided essential insights into the app’s usability, its potential impact on technician workflows, and areas for improvement.
Highlights from our
technician tests
Mani
Sr. Technician
“ It often takes a long time to get material approvals, and having it done instantly through the app will speed up the whole process.”
Shivesh
Jr. Technician
“ The material addition feature would save me a lot of manual work. “
Thiru
Sr. Technician
“ Right now, waiting for approval slows things down. If the client can approve right away in the app, I can finish the job without delays.”
Deva
Sr. Technician
“ Seeing schedule details & any changes right in the app is better than random WhatsApp messages. I can see all in one place without missing details.”
Ravish
Technician
“ Having these step by step digital guides is so much better and easier than carrying sheets around “
Vimal
Jr. Technician
“The app will make installations easier and guide me through setup, so I won’t need to ask my senior for help as often.”
Expected Outcomes
Reduction in Task Completion Time by 20%
Reduction of errors in task execution by 30%
Reduction in Support Calls by
50 - 60%
Estimated adoption rate -
75% in 3 months