top of page
FieldAssist
Philips digital initiative to enable thousands of field service engineers globally with innovative workflow automation
Overview
The business decided to move from its legacy customer services management system to a new platform. Customer Service business unit operates through various product divisions taking number of service and install requests from customers across the assigned territory.
FieldAssist is a digital initiative for field service engineers to reduce turn around time of service procedures making an effective use of innovation and technology.
The goal of this project was to:
​
-
Offer fastest and quality service to customers and gain their trust.
-
Digitize the CS portfolio to step up in automated innovative solutions.
-
Maximize use of in-house solutions and minimize. dependencies on external vendors and tools to save cost.
-
Be one of its kind in innovative solutions for customer service in comparison with the competitors.
-
Maximum customer retention and acquisition.
My role
As a UX designer my role included collaboration with business owners, users, development engineers to get insights on problem we are solving and timely feedback on proposed design solution.
Key activities included:
-
User research
-
Stakeholder interviews
-
Define MVP scope
-
Concept sketching (Wireframing)
-
Visual designs
-
Solution validation
Jan 2020 to Jul 2020
Story (Before)
.png)
User profile (Field Service Engineer)
.png)
Story (After)
.png)
Reflection
"Less is more"
We often tend to think outside the box creations inspired by trending designs; but most of the times reusing out of the box legacy patterns can help make right design choices for existing product users.
​
"Seek feedback from across"
Involving development (at least front end) and quality analysts at the early stage of design certainly help make feasible and viable design choices and avoid implementation complexities.
bottom of page