As project manager/ UX-Designer, my role was to facilitate innovation in digital services and lead this pioneering effort to bring the Consilium service organization up to speed. I had responsibility for all user, and market research, all major design decisions, all user testing and all communication with all involved parties.

I worked using the agile method in a cross-functional team and created a maintenance report tool with interactive blueprints and big data functionality to make service visits more about the customer and less about paperwork. In previous efforts made by the organization, results were never satisfactory. In the few cases where digital tools were used the conversion rate was way too low and most of reports were still done by hand when I joined the team. With that in mind I started my UX-research by looking at existing behaviours within the service workforce to find why previous efforts had failed and to help me understand if, and if so how, yet another digital tool would make their life’s easier. Not everyone was convinced at his point.

I found it important to as much as possible, mimic and enhance established user behaviours instead of trying my hardest to change them. This insight guided this project in everything from use of platform, interactions with existing systems and key usability decisions for features. I planned and executed field studies throughout the design sprints to uncover user pains and gain insights to guide all design decisions. The early prototypes were maps of the information architecture. Later, I guided usability test sessions with paper prototypes and created a database of user data.

By involving stakeholders early and managing expectations / mental image from day one I managed to keep all deadlines, build only usable features and exceed all sales goals days after release. Since I had made users interact with the product along the way, users took the application to heart and instead of spending resources on getting users to convert from their old habits we moved on to gathering insights for the next version almost instantly after first release. In all tests made it saves service technicians 40% time on their reporting and it has not since shown that it creates more work in other sectors. I’m really proud of this result, but what’s more important is that the people for whom it was intended use it daily.