IrisCX
Trade Industry Communication App
An application suite to bring technical expertise to customers on location
IrisCX was a company with a clear mandate: to modernize the way field technicians and service workers connect to customers. To accomplish this, they invested in a new product for video calling, dedicated to remote communication in support of in-person service operations.
ROLE UX and UI designer for a mobile and desktop video platform
CONCEPT A mobile app allowing on-site customers to access immediate technical expertise
METHODOLOGY Rapid iteration of multiple products in tandem
TOOLS USED Designs in Figma, JIRA and Confluence for team alignment
"I waited two weeks for this appointment, and it turns out I just didn't see the OFF switch under the lower panel!"
"Forty-five minutes out there, just to find out I don't have the right part for their model, so I have to turn around and go back to the shop."
"I only have four guys, and they can take care of a call in 5 minutes… but we're backed up until July because of all the travel time!"
When on-site service providers are initially engaged by a customer, there is rarely enough information gathered to assess the nature of the issue or properly prepare to solve it. Thus, technicians and their customers both rely on in-person contact to establish the parameters of a job. This causes major logistical inefficiencies, as technicians may need to complete multiple visits to solve simple problems. This is frustrating for service providers, who are responsible for time and expense management, and it is frustrating for customers, who want their problems solved as efficiently as possible.
Three personas were created based on anticipated user roles.
The Customer and Technician roles were used to design the core experience of the app.
The Supervisor role introduced a new set of problems and opportunities for further investigation and development.
"Let's Take a Look"
A customer-facing mobile app designed as a first point of contact with the technician
New users join through a URL, which can be included in an automated text, an email, or a calendar invite. The web-based customer app requires minimal setup:
No installation
No registration process
Fewer controls than a standard camera app
For Technicians, a more robust toolset
Technicians need a mobile app that works efficiently in the field, allowing the technician to see the problem through the customer's lens.
The specialized feature set for technicians includes:
A customer profile, with notes on previous sessions
Technical guides and documentation related to the issue
A transcript for future review of the session
Technician App (High Fidelity)
Tablet Layout
More real estate, more advanced functionality for mobile use cases
Service Design
Establishing the core experience opened up further opportunities for other backstage users, including dispatchers, customer service reps, sales engineers, and service supervisors.
Administrative Portal
Ideation conducted concurrently with development of the session app
Landing Page
The first design for the administrative toolset was the landing page, which provided basic concepts for data visualization and company stats.
Sessions Calendar
The Scheduled Sessions calendar was explored early on in the ideation process, because of its utility for multiple roles, including Supervisors, Dispatchers, and the Technicians themselves.