ubnt thumbnail 3.png

AirCRM for iOS

Ubiquiti Networks

UX, UI, Interaction Design & Prototyping for iOS & Android

I was tasked with designing and prototyping a proof of concept for AirCRM, set to a development deadline of 30 days from the start date. For a top level of how this product came together, click on the prototype to the right.

Brief:  AirCRM (Proof of Concept) 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 & UI Designer, Prototyper

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:  We've all been there. By the time you've come onto a job, the scope has already been decided, what can be done is predetermined (at least from an engineering standpoint), but what you should build for the user couldn't be further from useful. 

Because UBNT technicians function both independently and within larger organizations, there was no single solution for all. 

This opened the door for a new approach: Job Stories. 

Job Stories were used to provide contextual inquiry and insight, answering questions that the previously generated user stories failed to provide.  This helped us narrow the scope down to a sound proof of concept, which was was imperative to hitting the 30 day deadline imposed on a new UX and engineering team.