Onyx-comms — Luis By Design

Field Service App for OneX techs

Project Facts

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Duration: 11 months
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Industry: Telecom
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Team: 4 designers
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Roles & Responsibilities

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UX Lead
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Associate Product Manager
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Skills Used

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Agile UX
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Workshop Facilitation
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Product Management
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Deliverables

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personas
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low-fidelity wireframes
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user testing prototypes
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Problem Statement

Field Techs rely on in-house legacy applications to get the information they need about their customers, but these solutions are outdated, disjointed, and slow. This case study covers an 11-month long effort to unify 2 essential legacy systems into one responsive experience built on the Salesforce CRM platform.

Iterative Designs

Starting with the legacy apps (shown on right), we went through 3+ major design iterations. Below is a highlight of how our design proposals evolved as we learned more about the business’ needs as well as Salesforce CRM’s Out of the Box technical limitations.

Legacy: this screenshot illustrated the current experience. Field Techs used this as a landing home page to tell them about the jobs scheduled to them that day. It was hard to see anything useful at a glance, so my focus was to prioritize what was important to them.

Ideation: putting pen to paper to think about what is most important to technicians when they first start their day.

Sketching: began by drafting low fidelity sketches to validate initial design ideas.

Wireframing: pared back designs to show what a pure Out-of-the-Box Salesforce CRM experience would look like

Final: designed a homepage that was technically feasible, and easy to use by technicians. This screen was designed to be read as techs had their "Morning Coffee Routine"

Methodology

Although the client had an in-house UX team, the business side of the client had never worked with the Field Service workstream. That workstream was made up of about 800+ employees in across 6+ states. To align the business and technical teams, I interviewed Field Service SMEs and stakeholders to put together a Jobs-to-be-Done map. This gave us a common understanding of what a field technician’s day looked like.

I then expanded the diagram to cover non-happy path scenarios. Effectively, this “All Jobs to Design For” map served as a product roadmap for the rest of the project.

I then expanded the diagram to cover non-happy path scenarios. Effectively, this “All Jobs to be Designed For” served as a product roadmap for the rest of the project.

By using Agile UX approaches to collaborate with Salesforce CRM developers and in-house UX designers, I was able to lead the project through 4 major project phases consisting of 9 Sprints. In a span of 11 months, I was able to lead the design of 20+ screen templates in both desktop and mobile form-factors with both custom and Out-of-the-Box SF components.

Project Feedback

"Luis always advocated for the user experience and the processes to better understand our customers and their journeys. His dedication and consistency won the respect and admiration of his colleagues and working teams. He always communicated well, proved his ability to self-direct and provide additional insights and solutions."

Leeanna L., Client-side UX Director

"I consistently hear great feedback about from our Product and Business partners: “We love Luis!” Luis demonstrates a great command of the Field knowledge space, is impressively proficient in Agile UX delivery."

Magaly R., Client-side UX Team Lead

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