DELL Field service
About the App
This is an everyday assistance app for Dell Field Tech Support Agents.
USer research
Met Field Tech agent at the pickup location Followed behind in a separate vehicle, Watched agents in action – completing the dispatch needs. Interviewed agents over lunch breaks – basic demographics and background gathering Learned about other applications agent uses to complete their work and submit their time/travel logs.
Key Takeaways from User interviews and ride along.
Agents use multiple applications to complete their dispatch assignments A daily printout is main reference point for assignment overview and package tracking DFSM (Before state of the App) is used for error code lookup and repeat dispatch creation Partner app is main point of contact for logging project status and hours/travel time Agents manually map daily route for dispatch assignments Completing an assignment and logging notes is cumbersome.
Before State of the APP:
Before state - call list
UX Opportunities
The tech’s process is tedious, disjointed, and frustrating as a result of having to use multiple tools and resources for a single dispatch.
Dispatching parts, access to dispatch notes and service reports are critical features of DFSM.
Usability, information architecture, and user interface are sub optimal.
APP is not always connected, resulting in the inability to access key functionalities.
Survey findings
Quick Sketches, Flow recommendations, Prototypes & to validate with users.
Visual DESIGNS
Visual design details created after doing multiple mood boards explored colors, styles based on DELL Brand themes. Worked on Icons, Interaction Libraries & Style Guides.
