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How a Technician App would revolutionize our Service Delivery

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

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

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

Dependancy on other System

Integrations

Device & platform compatibility

Key Insights

& Proposed Solutions

Key Insights

& Proposed Solutions

INSIGHT 1

Scheduling & Task Management

is overwhelming for technicians

Scheduling & Task Management is overwhelming for Technicians

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

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.

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

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.

Scattered task details & resources causes a hassle for technicians to find relevant info.

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.

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

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

Scattered task details & resources causes a hassle for technicians to find relevant info.

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.

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

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.

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

Checklists & Service Delivery Guides

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

Scattered task details & resources causes a hassle for technicians to find relevant info.

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.

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.

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

Real-time alerts on the app for schedule changes, reducing confusion from calls

and messages

Real-time alerts on the app

for schedule changes, reducing confusion from calls & messages

Quick Actions

Quick Notes

Camera Access

In app Task Review

& Digital Signatures

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

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.

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.

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

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

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.

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

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

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

Expected Outcomes

Reduction in Task Completion Time by 20%

Reduction of errors in task execution by 30%

Reduction in Support Calls by 50 - 60%

Reduction in Support Calls by

50 - 60%

Estimated adoption rate - 75% in 3 months

Estimated adoption rate -

75% in 3 months

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Mani

Shivesh

Thiru

Deva

Ravish

Vimal

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