Problem:

Service technicians need to document the complaint, cause, and correction (CCC) when working on equipment for a variety of reasons: standardized service, accurate customer invoices, and warranty claims. To do so, technicians were using an unstructured text box in their mobile app, making it difficult for the rest of the company to parse, and for technicians to find update.

Research leads to iterative design cycles.

I met with stakeholders and held a workshop with technicians to determine our goals for the project. After many iterations, prototypes, and feedback, we landed on a solution that made it easy for technicians to input the CCCs, as well as for that data to be used downstream for billing and warranty purposes.

Validate with users.

We released our designs to a beta testing group to be used live. We found:

• Pilot branches took 1.8 fewer days to bill on average during
  pilot period (July-Aug 2024) compared to pre-pilot period (May-June 2024)

• 52.8% increase in Customer Damage Margins for pilot branches on average
  during pilot period (July-Aug 2024) compared to pre-pilot period (May-June 2024)

• 27.3% increase in YTD Warranty Recovery for pilot branches
  on average since June 5, 2024.