C-TECH
21536
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C-TECH

Connected Technician

Summary:

Exercise in the viability of connecting differt service solutions.

Context:

Project done at PTC with Phil Muller, Martin Kemp

My Role and Contribution:

UX of Service History Tiles, Main Tile, SLM Integration, and Front-end Developer.

Research
Contextual Inquiries:

Ride alongs with Service Technicians for EMC revealed:

  • Service techs used their notebooks more so then the software meant to help them.
  • Most of the technician’s time was spent trying to locate repair packages that have been shipped to the site.
  • The knowledge to troubleshoot problems was redundant because it was either self-diagnosing or the instructions came with the parts.
  • If one thing didn’t work, then they would send for other parts and come back in a week.

 

Goals:

  • Make entry easier so duplication of effort (their notebooks) wasn’t necessary
  • Predictive Diagnosis

  • ctechIMG_2231
  • IMG_2213
  • ctechIMG_2219
  • ctechIMG_2253

Research Question:

How can we provide the right information at the right time to so that Feild Technicians can preform their job in a more streamlined, knowledgeable position?

Ideation
Brainstorming:

After the research, we took what we learned and created a ‘Happy Path’. This was the Technicians’ path from getting the service ticket to completing the repair. We analyzed what was critical for each step of the process.

 

Happy Path:
Solution
Wireframes:

v1
The idea was to make the high-level information needed available at the Service Technicians’ fingertips. They would only need to drill down if absolutely necessary.
One tile that I was responsible for the was the Service History Tile. Below is the first iteration.

v2
It didn’t make sense for the tile to go to one dedicated space if the information presented was different, so we separated the frequency tile from the history tile and made a toggle to allow back action and forth between the two.

 

Application:

This was a mockup for styling. CTech was built in Ionic. I styled the front-end, as well as made sure there was consistency with classes/ how the front end acted.