The Problem

Lower customer satisfaction that was a result of inefficient internal processes such poor task scheduling and lack of visibility in tracking and monitoring progress. 

Discovery: Research & Analysis

During the discovery phase we visited different regional offices and interviewed engineers and technicians who attended to reported issues. Next we interviewed operations and customer care managers to get more information on their work circumstances and customer satisfaction in general.

Insights & Key Findings

• There were long issue resolution periods due to delayed or missing field reports.
• Customers felt that they were forgotten or ignored because they did not receive timely updates on the progress of issues they reported.
• Technicians were not able to capture new issues on site or update reported issues to mark them as urgent, causing loss of business.
• Field reports were filed on paper and distributed manually across team members causing delays and lack of visibility.

Design: Concepts & Sketching

Initial sketches were done on paper before designing the prototypes on Adobe XD

Design: User Flow

Prototyping

Validation & Feedback 

• We iterated through our sketches and concepts to come up with the final prototype that was shared with the water authority for their validation and approval. Designs were validated by presenting the prototype and giving users in a walk through and collecting their feedback.
• Once the designs were approved development started and we were able to come up with the first prototype of the app based on the designs.
• We used the feedback provided to iterate through some interfaces and redesigned them to improve access to for frequently used features.

Solution & Impact Overview

• The app was adopted by the Dar es salaam water authority for their day to day tasks.  
• Increase in scheduling efficiency because managers and supervising engineers can evenly and efficiently schedule technicians without overloading them.
• Reduced calls to customer call center since task reports and updates were provided timely.
• Enhanced customer experience led to higher customer satisfaction which earned the water authority an ISO 9001:2015 certification.
• Increase in visibility and improvement of access to information because field reports were now filed and made available digitally.

Project Details

Platform: Mobile 

Year: 2019

My role: Information Architecture, User Flows, Prototyping, User Interface Design.