UX Writing - Clipboard
UX Writing - Clipboard
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Clipboard is a field service management app designed to bridge the gap between technicians in the field and their office counterparts, streamlining operations such as data collection, dispatch, scheduling, and inventory.
Clipboard is a field service management app designed to bridge the gap between technicians in the field and their office counterparts, streamlining operations such as data collection, dispatch, scheduling, and inventory.
Faced with substantial call volumes from users experiencing difficulties with the mobile app, I embarked on a mission to revamp the app experience, aiming to significantly reduce these calls. My contribution, originating from a technical writing background, evolved into a central role in reimagining the app's user experience.
Faced with substantial call volumes from users experiencing difficulties with the mobile app, I embarked on a mission to revamp the app experience, aiming to significantly reduce these calls. My contribution, originating from a technical writing background, evolved into a central role in reimagining the app's user experience.
My Process
My Process
Initial Assessment: Recognizing the need for a deeper understanding of our users, I sought out user research. The absence of a dedicated UX research team led me to independently gather insights from user feedback and reviews on the Google Play Store, supplemented by demographic data and job requirements from Zippia.com.
User Persona Development: With a comprehensive understanding of our users' daily routines, challenges, and objectives, I developed a persona named "Robert" to embody the typical field service technician. This persona guided the redesign process, ensuring our solutions were closely aligned with user needs.
Job Stories Creation: To capture the essence of Robert's interaction with the app, I crafted job stories focusing on his goals and frustrations. This approach helped prioritize features and workflows critical to the user's day-to-day operations.
Prototyping and Design: Leveraging Figma, I spearheaded the app's UX redesign, focusing on enhancing usability and efficiency for Robert and his peers. This involved reevaluating and restructuring the app's interface and interactions to better accommodate the identified user goals and pain points.
Persona-Driven Redesign
Persona-Driven Redesign
The creation of a detailed user persona facilitated a more empathetic and targeted approach to design, ensuring the final product was not only functionally effective but also deeply resonant with the end users.
Job Stories Approach
Job Stories Approach
By shifting from traditional user stories to job stories (a technique borrowed from Content Design), the redesign focused on specific tasks and outcomes, aligning the app's functionality more closely with the real-world challenges technicians face.
Successful
Prototype Implementation
Successful
Prototype Implementation
The redesigned app prototype received positive feedback for its user-centric approach, showcasing the potential for significantly improved user satisfaction and operational efficiency.
The old, confusing screens, versus the new
The old, confusing screens, versus the new
Reflections for
Future Improvement
Reflections for
Future Improvement
Despite the success, I recognized the importance of continuous research and iteration. Future enhancements would include conducting live user testing to refine the redesign further and developing a comprehensive text pattern table to ensure consistency in the app's language and taxonomy.
This project underscored the value of user-centered design in developing software solutions that not only meet but exceed the expectations of their intended users, while also aligning with the strategic goals of the organization.
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