Phygital Experience for Heavy Engineering Rental Business
The digitised solution we implemented is for US location Heavy Engineering Rental Business. It's considered a mini branch at the customer's job site for automated billing and asset management of 200k inventory across 1k+ locations for 18k+ field staff.
⏱️ Duration: Oct 2022- Dec 2022 | 💻 Team size: 10 designers
Problem statement
Client was facing major challenges in operations. As manual asset tagging and billing tracking process tolling due to increased volume. The geofencing implementation to track all handheld devices was in place with limited functions.
The objective was to manage tagging & onboarding equipment in mass volume along with increased productivity for main actors on the field. (E.g. Rentals Specialists, Onsite technicians & Profit Centre Managers.) Who belongs to Gen-X and is not enough tech-savvy at times.
Remote Engament Model
Key Challenges
Domain knowledge - The design Project Team was having very limited knowledge of the domain, especially in the absence of guidance from the product owner. Everything needed to be captured in the first design workshops including business functions, critical user & asset data flows, user concerns & opportunities.
Working remotely - It was difficult to build trust among the stakeholders while conducting workshops and interviews remotely in different time zones. With champion workshop facilitation we could win hearts. Also, the Client Design Team supported us with Ethnography Research Output.
Technology adoption - We are needed to come up with a sturdy hardware solution, which can work in all adverse conditions by users. We have to build a solution for better adoption by low-tech savvy ground teams in low to zero network connectivity areas.
Delivery Plan
Discovery Outcome
Artefacts generated
Users’ Eco-system study
Digital Inventory Audit
User Segmentation & Profiling
Competitive Benchmark
User journey map & workflow
Asset life cycle and data flow
Information architecture & Priority map
Feature & functionality listing
Impact
Improved and simple process for Tagging to reduce the user's cognitive load.
Next-gen solution using QR & RFIDs for scan and onboard device.
Automated operations for mass volume & repetitive actions, to increase productivity.
Easy overview to track the asset movement and equipment's health on the dashboard.
Moved from reactive to proactive to predictive for optimised operations.
UX Research part which includes workshop planning, Stakeholder & User interviews, Questionnaire design, Insights documentation and Presentation was led by me along with other UX team members from India.
Client Testimony
