Seamless Tech
Empowering Technicians with Data-Driven Insights
Boosting Efficiency With Mobile Testing and Customer Portal
In today's fast-paced world, efficient and reliable service delivery is crucial. This case study explores how a leading provider of HVAC service solutions addressed the critical need for improved technician productivity and enhanced customer satisfaction.
By empowering in-the-field technicians with the ability to wirelessly connect to smart devices and providing offsite administrators with a redesigned customer portal, the company revolutionized its service delivery model. This resulted in faster, more reliable diagnostics, leading to happier customers and a significant increase in operational efficiency.
Challenge
A leading provider of HVAC products and service solutions faced significant challenges with its existing technology stack. Technicians were burdened with disparate systems, cumbersome data entry processes, and limited access to real-time information. This resulted in decreased efficiency, increased operational costs, and a subpar customer experience.
Solution
To address these challenges, I played a pivotal role in leading the transformation of their technology landscape.
This involved:
Unifying User Experiences: Successfully unified user experiences across three distinct work streams:
Connected Portal: Designed an intuitive web-based portal for administrative tasks, providing seamless data access and streamlined workflows.
Admin Dashboard: Developed a user-friendly dashboard for managers, offering real-time insights into technician performance, job progress, and key metrics.
Service Technician App: Designed a robust mobile application for technicians, empowering them with on-the-go access to critical information, real-time updates, and the ability to efficiently complete service requests.
Seamless Connectivity: Ensured seamless connectivity and data flow between the mobile app, web portal, and admin dashboard, providing technicians with a single source of truth and eliminating redundant data entry.
Data-Driven Insights: Incorporated data visualization and reporting features within the portal and dashboard, enabling stakeholders to gain valuable insights into operational performance, identify areas for improvement, and make data-driven decisions.
Client
National HVAC Provider
Agency
EY Design Studio
Role
Lead Product Designer
Scope
Conceptual mockups, user interface, visual design, prototype, GUI design elements, and design system
Design Credits
Served a pivotal role leading transforming and unifying user experiences across three distinct work streams. Effectively delivered UX/UI solutions for “connected” desktop portal, admin dashboard, and mobile App, ensuring seamless connectivity.
Design Presentation and Advocacy: Presented and defended design decisions to product owners.
Visual Design and Prototyping: Translated approved mood boards into tangible designs, creating initial wireframes and digitizing them into high-fidelity mockups for desktop and mobile
Design System Development: Created a comprehensive design system to ensure consistency across all digital platforms
Project Delivery: Handoff of final Figma files for development implementation
Added Value
Improved User Experience:
Simplified Navigation: A streamlined user interface and intuitive navigation make it easier for patients to find the information they need.
Personalized Experiences: Tailored recommendations and content based on individual preferences and needs.
Seamless Transitions: Consistent branding and messaging across all digital touchpoints.
Enhanced Operational Efficiency:
Reduced Development Time: A centralized design system accelerates development cycles and reduces costs.
Increased Consistency: Standardized components and guidelines ensure brand consistency and minimize errors.
Improved Collaboration: A shared design language fosters better collaboration between design and development teams.
