AgileAssets, needed a mobile app to provide access to key features of their browser-based Roadway Maintenance product. Most road crews were scheduling and recording work done in the field with pen and paper. Info gathered was entered into the main system back at the office at the end of the day, often by a clerk, who was not at the work site. A mobile app greatly reduces the likelihood for errors, or failing to record tasks, which is common with a paper-based processes.
A small group, made up of product managers, designers, and subject matter experts (SMEs), worked together to understand user needs, prototype & test solutions, and work with developers to implement a functional app.
After gathering an initial understanding of the work order process from internal subject matter experts, UX lead teams went to several client locations to see how they worked. Through a combination of ethnographic observation, contextual inquiry, and round table discussions; we gained a deep understanding of user needs, and empathy for the pain points they experienced.
I, and another designer, were accompanied by other team members on these visits. This assured that everyone connected with customer issues by directly interacting with the people that use our products.
In this way, the team came to a collective understanding of, and investment in customer needs through shared experience. I've found this more effective than the handoff of a design spec to a development team to build.
The Crew Leader (named Gibson) was the primary persona defined, based on field research. Relevant identifying characteristics of that persona include:
After spending time at several DOTs, several common and essential features stood out.
With the learning gathered from user research, the team used design techniques to model, and validate their understanding. Early on, we created a story map of the end to end work order process. From that we identified those user activities specific to mobile (our immediate focus). This let us see where mobile fit in the big picture, and identify the incoming and outgoing channels for a mobile app.
Next, I lead the team through sketching, storyboarding, and other gamestorming exercises to generate ideas for a potential product. Our goal was to rapidly come up with and explore lots of possibilities. As key concepts emerged, we validated them with internal SMEs and users, to assure we were on the right path - and correct course as needed. This gave us confidence in our understanding of the problem, before jumping too quickly to a solution.
Rough sketches quickly evolved into wireframes. These let us experiment with, and test page layouts, navigation mechanisms, and workflows. I create clickable prototypes early on, which we used in formative user testing sessions (mostly conducted remote, via online meeting). That allowed us to iterate and refine aspects of the design that needed improvement. Meanwhile, in parallel, the team conducted technical investigations, built out system infrastructure, and implemented UI features the team had reasonable confidence in.
With each testing iteration, prototype fidelity increased, and implementation advanced, until we were mostly testing and iterating on the pre-release product. With this, we were able to evaluate map interactions, object crud operations, performance parameters, and other important aspects of the product experience that could not be readily simulated with a prototype.
Early in 2017, AgileAssets released the Work Manager app. This is their first cross platform app (prior apps were iOS only), developed using Xamarin, to speed the implementation process. Design patterns and technology pioneered in Work Manager laid the groundwork for additional AgileAssets Mobile Solutions.
The app functions 100% offline, except to sync. This assures it always works, and performance will never vary, based on connection speed. When users sync, data packets are kept to a minimum, only transferring what has changed. Because of this, most syncs take less than one minute to complete.
With this app, users can see their work on a map, and as text, in both lists and forms. In just seconds, DOT workers can add, edit, and delete information, such that they track what they are doing, as it happens. This is a huge advance from the error prone, paper-based process many had been using.
The Work Manger app leads the way in a new mobile centric direction for AgileAssets operational product line.