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- March 27, 2018
The Field Tech App was designed to help over 4000 Telstra technicians to complete more customer visits by adopting mobilisation improvements to their everyday tools. The Android app allows technicians to not only complete tasks faster but it also alleviates pain in their day and saves the business costs in Helpdesk calls.
The app started discovery phase in late 2014 and rolled-out in March 2016.
It has 97% adoption of the taskforce.
It was a co-designed initiative with resident techs and a wide digital team to support.
We hope that the business continues to derive value and that the Technicians continue to enjoy their day.
Some activities & Workshops were used to deliver the project:
OPENING
– Employee feedback
– Business review
DISCOVERY
– User pains / gains
– Survey feedback
– Analytics data
– Post-up
– Affinity map
– Personas
– Empathy map
– Feature definition
– User Story definition
EXPLORE
– Infinity map
– User Research
– UI Research
– Ride-alongs
– Design Studio Workshop
– Co-creation
– Dot voting
– Wireframes
– User journeys
– Design Critique Workshop
– Design prototype
– Usability Testing
– Usability Study with Resident Tech
CLOSING
– Prioritisation Workshop
– User Testing
– Enhancements
- Mobile UI
- Mobile UX
- UI Interface Design
- User Experience (Lean UX)
- User Testing
- UX Research