Background
This research is focused on the techncian user type for the application. This took place when the product was still in its infancy, and we were just starting to explore the nuances of having a digital product when previously everything had been analog. As a starting point, we had taken vehicle service forms which were previously printed out and filled in by hand and turned them into a web form for the technicians to use in the field. Once we were able to establish a baseline, the team wanted to know if anything could be done to optimize how the technicians work.
Observations
Throughout the three days the study progressed, I did my best to quietly observe, take thorough notes, and pictures. When I returned and was able to synthesize and analyze my documentation and research, I realized two significant themes.
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The forms we were having the technicians fill out did not match the technician work flow. We were listing vehicle parts in a linear fashion, and the technicians work their way around the vehicle. As a result, the technicians were spending time scrolling and re-orienting on the web app to align with their workflow.
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The screens were not designed for the technician environment. The colors on the screen were not visible in the bright sunlight that these users were often working in. The screens were difficult to see, and as a result difficult to interact with
Here are some pictures I took to give you better context:
Goal
Determine ways to optimize how the technicians were working in regards to the web application they were using to collect vehicle data.
Methodology
After understanding what the product goals were, I determined that an ethnographic research study was the best choice to provide the insights we were looking for. This was the most appropriate choice for a few reasons:
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The technicians had all come from working in a maintenance shop, where the culture did not support giving open feedback. As a result, they were very hesitant to be critical of the product. I had hoped observing them would surface pain points we may have missed with a simple interview.
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Going and observing in the field would provide us with more context and environment information, which was especially vital given the new product and service offerings
In total, I had three technicians I was able to observe for one full work day each.
Results
This research ultimately led to changes which saved up to three minutes per service. This then allowed us to add more services within the day, making this beneficial for all parties involved.
The changes made were:
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A re-design of the service form focusing on the techncian workflow, their processes in the field, and their enviromental context
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Each technican was issued a glare-free screen covering for thier device to minimize the impact of bright sunlight