Why
Technicians currently log in to several different portals to check their work orders. Our new centralized interface will consolidate all access in one place featuring an upgraded, intuitive design for streamlined navigation and efficiency.
Goal
Provide Technicians with a one-stop shop to access their work orders.
Discovery Interviews
I interviewed internal and 7 external clients. We also used pendo data to see what we can improve from our current WO system.
Competitive Analysis
This UI refresh is designed to make the experience effortless for technicians, who often aren’t heavy tech users, by enlarging buttons for better accessibility, simplifying access to work orders, and enabling seamless tracking of timing and completion. We've also introduced “quick tabs” to clearly separate sections, along with a slide‑out panel for rapid access and streamlined navigation.
Client Interview Screens
Learning from what our current application has and what competitive analysis has done we know we need to have pre-filters set. A big ask was to also remind technicians about timers on their work orders so making sure that was more accessable as well.
Being able to have web as well available is important for lead technicians who can easily mark and update certain status.
Interview Breakdown
Here I decided to use the rainbow spreadsheet to let us realize what things were good and bad.
What we learned: MUST BE MOBILE FRIENDLY. There needs to be separation between Scheduled Work Orders and regular Work Orders. This helps the technicians make quick decisions (we learned this on every call)
Final Designs
Learning from internal and clients we decided to make the buttons bigger and also …
What I wish we could have done
Integrate AI - AI would have been a huge help here especially with helping Technicians be able to quickly get work orders. We did not include due to the big tech lift.
Using GPS to include the locations of where they need to go - could’ve been helpful to provide directions since they are working across different sites. We did not include to the big tech lift.