Streamlining Installation: Enhancing Digital Tools for NTT East Installers
The idea is to research and come up with a digital tool that would help installers during their tasks at customers’ premises, including the communication with the customers.
Client
NTT East, Japan
Timeline
2015 - 2016
Contribution
App UX Analysis (in Japanese), Design Directions, Mockups, Prototype
The Problem & The Assumption
The client assumed that installers need to communicate with customers during work to deliver better installation work.
Therefore, They were wondering if they should redesign the app for effective installer-customer communication.
Field Research
Key Insights Drawn
As of today, the field research doesn’t indicate any strong needs from customers to communicate with installers:
for customers, installation moment is not a decision moment, everything has to be decided before-hands, including the aesthetic choice if there is: installers are not the right interlocutors, and customers need more time to decide
aesthetics is not a big reason for back order anyway for mass consumer
aesthetics comes as a bigger problem for big accounts and SOHO, in which there is a sales person
Therefore, there are 2 best ways according to the field research:
keep the installation moment, but come up with new functionalities for the tablet application to support installers better => 1. efficiency
keep and expand the aesthetic purpose and functionality, but come up with a new target: the Sales
if SOHO or big accounts, it could be an iPad
if mass customers, it could be an overall system for expectation management (including aesthetic choices) common to sales at electronic shops, at call centers, or on Internet that creates a trust token
=> 3. trust
Among 3 possible directions, the 2nd one, following the initial scope, is the most unrealistic considering the field research insights.
Listed the pros and cons of each direction, insights for each direction, and brainstormed the HMWs for opportunity spaces derived from insights.
Before the Redesign
I did a screen-by-screen UX/UI analysis of the current iPad app that installers use during on-site installation, with a proposed user flow and key frame mockups .
Created the prototype based only on existing app.
Feedback 1
“Adding color screen looks too complicated. There are so many small buttons.”
“I’m concerned our installers may not have time to detailed editing.“
=> Reduce “edit screen” complexity and emphasize only on core feature “changing color”
Feedback 2
“Would be nice that installers can send the preview of post installation images to both the company data team and customers.”
=> Add a screen of summary of predicted images.
Final Design
For final design, I took in the feedback from client and added the insights-driven new features to the flow.
Installers can use the app to:
Notify users before arrival.
Send customized easy-to-read and clear installation procedures.
Update the final fee.