COMPANY
Sears Home Services
ROLE
UX Designer
DURATION
Dec 2016 – Feb 2017
Sears Home Services technicians used a program called “Sears Smart Toolbox (SST) ” that has a wireless workforce management system, library information system, mapping and navigation.
I worked with other members of the SHS UX team to built an iOS app that replaced the SST–specifically the truck inventory and routing features. With the addition of route guidance, the technician no longer had to rely on a third-party applications to reach appointments.
Challenges
Each technician was issued a bulky and outdated laptop with software installed that required internet access.
Whenever there was an update to a customer's order on the job-site (ex: a new part needed to be ordered), technicians would have to walk back to their van due to WiFi limitations.
Technicians found it faster to use their personal devices for routing since provided software didn't update with new routes nor have up-to-date traffic information.
Original software
iOS application
Discovery
We started our research by completing ride-alongs with technicians. It became very apparent that technicians needed a system that could be more mobile and easier to interact with.
We met with groups of technicians several times to review initial designs and get feedback.
Notebook sketches
TechHub features
Each feature went through a wireframe phase, research, and multiple design reviews prior to being handed off to the development team. Below are several features that I design from end to end.
Start-of-day scenario
Technicians cannot unlock their full route until they arrive at their first job-site.
Service route scenario
Technicians wanted to be able to view their route with some customer information and the ability to view more detail in a list form.
Package pickup scenario
Sears tracks every item throughout the shipment process. In this scenario, the technician is picking up parts for his truck’s inventory. The package must be scanned before it can be placed on his truck.
Inventory parts scenario
The technician is ready to continue putting parts away. Each item is scanned and put away in the appropriate bin. Any missing or damaged items are noted.
Completed designs
Four weeks of field research was conducted with four technicians and one technician manager in Santa Ana, Ca. Ultimately, TechHub was put on hold due to budget issues and was never fully integrated.
