Product design
Field Service Inspection App
A desktop and mobile solution designed to enhance a driver's experience and allow them to better synchronize with on-site service agents.
Industry
Top 3 Equipment Rental Company
Agency
CapTech Consultancy
My Role
Product designer, visual designer
Discipline
Journey mapping
Lightning Design System (LDS)
Product design
Salesforce
Stakeholder and user interviews
User personas
UX/UI
Visual design
User flows
Product design
Field Service Inspection App
A desktop and mobile solution designed to enhance a driver's experience and allow them to better synchronize with on-site service agents.
Industry
Top 3 Equipment Rental Company
Agency
CapTech Consultancy
My Role
Product designer, visual designer
Discipline
Journey mapping
Lightning Design System (LDS)
Product design
Salesforce
Stakeholder and user interviews
User personas
UX/UI
Visual design
User flows
Product design
Field Service Inspection App
A desktop and mobile solution designed to enhance a driver's experience and allow them to better synchronize with on-site service agents.
Industry
Top 3 Equipment Rental Company
Agency
CapTech Consultancy
My Role
Product designer, visual designer
Discipline
Journey mapping
Lightning Design System (LDS)
Product design
Salesforce
Stakeholder and user interviews
User personas
UX/UI
Visual design
User flows
Ask
Service to scale
As a leading equipment rental company's digital experience team grew, they wanted to ensure the team was designing for a user-first experience and that internal teams vetted new ideas and experiences prior to creating any code. We partnered with them and Salesforce to build a replacement to their legacy MS-DOS system and provide strategic and high-fidelity Figma-based design support to encourage long-term adoption.
Ask
Service to scale
As a leading equipment rental company's digital experience team grew, they wanted to ensure the team was designing for a user-first experience and that internal teams vetted new ideas and experiences prior to creating any code. We partnered with them and Salesforce to build a replacement to their legacy MS-DOS system and provide strategic and high-fidelity Figma-based design support to encourage long-term adoption.
Ask
Service to scale
As a leading equipment rental company's digital experience team grew, they wanted to ensure the team was designing for a user-first experience and that internal teams vetted new ideas and experiences prior to creating any code. We partnered with them and Salesforce to build a replacement to their legacy MS-DOS system and provide strategic and high-fidelity Figma-based design support to encourage long-term adoption.
Approach
Uncovering opportunities
Based on stakeholder feedback and an internal audit of the service and logistics systems, my team and I drafted a user persona, journey map, and several illustrated user flows as part of a detailed driver’s journey storyboard. The service and logistics system had many moving parts. Details on its functionality were aged and scattered across sparse paper documentation and the minds of veteran service members. Our findings were complex, so we designed visual aids for the user flows and driver journey map to make our analysis easier for stakeholders to digest.
Approach
Uncovering opportunities
Based on stakeholder feedback and an internal audit of the service and logistics systems, my team and I drafted a user persona, journey map, and several illustrated user flows as part of a detailed driver’s journey storyboard. The service and logistics system had many moving parts. Details on its functionality were aged and scattered across sparse paper documentation and the minds of veteran service members. Our findings were complex, so we designed visual aids for the user flows and driver journey map to make our analysis easier for stakeholders to digest.
Approach
Uncovering opportunities
Based on stakeholder feedback and an internal audit of the service and logistics systems, my team and I drafted a user persona, journey map, and several illustrated user flows as part of a detailed driver’s journey storyboard. The service and logistics system had many moving parts. Details on its functionality were aged and scattered across sparse paper documentation and the minds of veteran service members. Our findings were complex, so we designed visual aids for the user flows and driver journey map to make our analysis easier for stakeholders to digest.
Driver user persona illustrating their daily tasks, pain points, and needs.
Driver user persona illustrating their daily tasks, pain points, and needs.
We analyzed the daily routines of in-shop service techs and drivers responsible for rental equipment pickup and repairs. We broke down drivers' daily operations into several phases—pre-trip, driving, drop-off, pick-up, breakdown service calls, and post-trip—pinpointing key tasks, pain points, areas of need, and where these items of note showed up in a driver's journey. Ride-alongs helped establish the driver persona and journey map creation to show driver pain points and inform UX and design.
We analyzed the daily routines of in-shop service techs and drivers responsible for rental equipment pickup and repairs. We broke down drivers' daily operations into several phases—pre-trip, driving, drop-off, pick-up, breakdown service calls, and post-trip—pinpointing key tasks, pain points, areas of need, and where these items of note showed up in a driver's journey. Ride-alongs helped establish the driver persona and journey map creation to show driver pain points and inform UX and design.
We analyzed the daily routines of in-shop service techs and drivers responsible for rental equipment pickup and repairs. We broke down drivers' daily operations into several phases—pre-trip, driving, drop-off, pick-up, breakdown service calls, and post-trip—pinpointing key tasks, pain points, areas of need, and where these items of note showed up in a driver's journey. Ride-alongs helped establish the driver persona and journey map creation to show driver pain points and inform UX and design.
Detailed driver journey map illustrating their daily routine from pre-trip to post.
Detailed driver journey map illustrating their daily routine from pre-trip to post.
Notable areas of tension: Drop-off and pick-up stages of a driver's journey + associated feelings
Notable area of tension: Drop-off stage of a driver's journey + associated feelings
Notable areas of tension: Drop-off and pick-up stage, driver safety concerns + the tools they utilize
Notable area of tension: Drop-off stage, driver safety concerns + the tools they utilize
Notable areas of tension: Drop-off and pick-up stage pain points + opportunities to improve the experience
Notable area of tension: Drop-off stage pain points + opportunities to improve the experience
Friction point
Out-of-the-box vs. custom
Migrating the rental company’s equipment-servicing workflow from a keyboard-driven MS-DOS system—a system where veteran shop foremen and technicians valued the legacy system's speed and single-screen efficiency while service drivers had to use paper forms for manual entry and often duplicated some information already captured digitally—to Salesforce was already a tall order that stakeholders did not take lightly.
Friction point
Out-of-the-box vs. custom
Migrating the rental company’s equipment-servicing workflow from a keyboard-driven MS-DOS system—a system where veteran shop foremen and technicians valued the legacy system's speed and single-screen efficiency while service drivers had to use paper forms for manual entry and often duplicated some information already captured digitally—to Salesforce was already a tall order that stakeholders did not take lightly.
Friction point
Out-of-the-box vs. custom
Migrating the rental company’s equipment-servicing workflow from a keyboard-driven MS-DOS system—a system where veteran shop foremen and technicians valued the legacy system's speed and single-screen efficiency while service drivers had to use paper forms for manual entry and often duplicated some information already captured digitally—to Salesforce was already a tall order that stakeholders did not take lightly.
Delivering an equivalent MS-DOS experience required heavy custom Lightning Web Components — hard to build and maintain for the Salesforce architects — while out-of-the-box Salesforce components are easy to maintain but click-heavy and slow enough to risk user rejection.
Delivering an equivalent MS-DOS experience required heavy custom Lightning Web Components — hard to build and maintain for the Salesforce architects — while out-of-the-box Salesforce components are easy to maintain but click-heavy and slow enough to risk user rejection.
Delivering an equivalent MS-DOS experience required heavy custom Lightning Web Components — hard to build and maintain for the Salesforce architects — while out-of-the-box Salesforce components are easy to maintain but click-heavy and slow enough to risk user rejection.
Labor and Mileage — Custom LDS pattern. Desktop (left), Mobile (right)
Sample custom LDS pattern — Labor and Mileage. Desktop (left), Mobile (right).
The resolution that my team, stakeholders, and the Salesforce architects agreed on was to use mostly out-of-the-box Salesforce, add just a few small custom pieces where speed really matters, and accept the potential grumbling from veteran MS-DOS power users regarding the MVP.
The resolution that my team, stakeholders, and the Salesforce architects agreed on was to use mostly out-of-the-box Salesforce, add just a few small custom pieces where speed really matters, and accept the potential grumbling from veteran MS-DOS power users regarding the MVP.
The resolution that my team, stakeholders, and the Salesforce architects agreed on was to use mostly out-of-the-box Salesforce, add just a few small custom pieces where speed really matters, and accept the potential grumbling from veteran MS-DOS power users regarding the MVP.
Results
The prototype
With strong stakeholder buy-in, we began transitioning off the legacy system towards a salesforce based system designed to improve the experience and day-to-day coordination between drivers, yard technicians and customer care staff on the service side. I built a component library, created UI designs, and produced several high-fidelity flows with a prototype to demonstrate the app’s utility.
Results
The prototype
With strong stakeholder buy-in, we began transitioning off the legacy system towards a salesforce based system designed to improve the experience and day-to-day coordination between drivers, yard technicians and customer care staff on the service side. I built a component library, created UI designs, and produced several high-fidelity flows with a prototype to demonstrate the app’s utility.
Results
The prototype
With strong stakeholder buy-in, we began transitioning off the legacy system towards a salesforce based system designed to improve the experience and day-to-day coordination between drivers, yard technicians and customer care staff on the service side. I built a component library, created UI designs, and produced several high-fidelity flows with a prototype to demonstrate the app’s utility.
Inspection app custom Salesforce LDS components
Inspection app key screens
Inspection app custom Salesforce LDS components
Inspection app key screens
We included support for notifications and photo capture for drivers on desktop and mobile, easing day-to-day frustrations, schedule pressures, and inaccuracies.
We included support for notifications and photo capture for drivers on desktop and mobile, easing day-to-day frustrations, schedule pressures, and inaccuracies.
We included support for notifications and photo capture for drivers on desktop and mobile, easing day-to-day frustrations, schedule pressures, and inaccuracies.
Wanna try it out?
Yes
Wanna try it out?
Yes
Click here to view the Figma prototype
Ideation
Future state exploration
In addition to working on the inspection pilot, we pitched a next-gen driver's mobile-first app. We created storyboards illustrating current-state vs. future-state conceptual mobile designs, paving the way for increased driver satisfaction and fewer delivery complications.
Ideation
Future state exploration
In addition to working on the inspection pilot, we pitched a next-gen driver's mobile-first app. We created storyboards illustrating current-state vs. future-state conceptual mobile designs, paving the way for increased driver satisfaction and fewer delivery complications.
Ideation
Future state exploration
In addition to working on the inspection pilot, we pitched a next-gen driver's mobile-first app. We created storyboards illustrating current-state vs. future-state conceptual mobile designs, paving the way for increased driver satisfaction and fewer delivery complications.
Sample storyboard - Delivery stage current state with existing system
Sample storyboard - Delivery stage current state with existing system
Sample storyboard - Delivery stage future state for driver app concept with driver journey improvements
Sample storyboard - Delivery stage future state for driver app concept with driver journey improvements
