Ubiquiti AirCRM for Android
Brief: AirCRM (Proof of Concept) is a mobile customer relationship manager that enables wireless service internet providers' (WISP) technicians to manage work orders for a given number of customer needs.
Role: Lead UX and UI Designer
Story: As a remote technician, I need to know the customer's name, address, the status of a work order, and the priority, so that I can best equip my truck with the products and equipment to complete each work order within the time appointed. Within each work order, I need to know what products (if any) will be installed, so to best manage our inventory levels, which helps us place orders for needed Ubiquiti products, but also maintain a continuous log of what is checked out, damaged, or allocated to aid with audits.
Since I'm on the go, it would be great if this app worked well with Sunrise (for scheduling), maps (for navigation), email (for correspondence), messaging (for communications), and phone applications.
Any time there is an issue or I've completed a work order, I'd like to enter notes in case another technician as to return, or there is some ambiguity around what the customer was charged for. This allows for more contextual information to be entered around a work order.
Goals: Because each WISP operates differently, AirCRM Field had to be flexible, yet useful enough to provide both dispatcher and technician with the necessary information to complete up to four work orders a day.
It was also important for us to make something that didn't make a technician's job more arduous, providing oversight into their work order progress any given day, without requiring excess communication outside of the app (that's where sometimes the log of details gets missed).
Process: The scope was already decided, but when I came on, Job Stories were used to answer questions that the user stories failed to provide contextually. This helped us narrow things down dramatically in order to hit the 30 day deadline.
Since I was responsible for both iOS and Android, the two apps were agnostic for the proof of concept, but would be given more platform specific details such as icons, call to actions, interactions, lists and other UI component elements the second time around.
Be sure to check out the iOS version for an idea.