Objectives:

We had been asked to build a mobile app for transport workers.

Key Insight:

When we started investigating problems to solve we found there were many. For a start the transport workers were not big on admin, which meant the paper work that needed to be completed for each job wasn’t being done consistently. The data was then captured methodically by admin workers back at base and they had files and files of paperwork - the process was inefficient and easy to lose documentation. Meanwhile customers could want to follow up their case, or make a complaint, and paperwork may not actually exist. All these problems needed to be solved by digitising the data, and making it super easy at the point of data entry, which was with the transport workers.

Outputs:

• Service Blueprint - customer journey and process maps

• Value Proposition

• Storyboards

• Mobile App prototype

Activities:

I was lead designer on the project and lead all the below activities besides detailed screen design and prototype development

• Research including contextual enquiries with transport workers and admin staff

• Customer personas and value proposition development

• Service blueprint - process maps and customer journey

• Storyboards, mobile app design and prototype development

• Prototype testing with transport workers

• Showcase and presentation