MAJIFIX FUNDI APP
Workflow automation app for technicians at the water authority.
The Problem
Lower customer satisfaction that was a result of inefficient internal processes such poor scheduling of tasks, tracking progress and monitoring team progress and and lower customer satisfaction
Discovery: Research & Analysis
During the discovery phase we visited regional offices and interviewed engineers and technicians who attended to reported issues. Next we interviewed operations and customer care managers to get more information on their current work situation.
Insights & Key Findings
Long issue resolution periods due to delayed or missing field reports.
Customers felt that they were forgotten or ignored because they did not receive timely updates on the progress of issues they reported.
Several business losses were caused buy the fact that technicians could not capture new issues on site or update reported issues to mark them as urgent.
Filing field reports was done in the office on paper and had to be distributed across the team member manually.
Design: Concepts & Sketching
We created initial sketches on paper before designing the prototypes on Adobe XD
Design: User Flow
Prototyping
Validation & Feedback
We iterated through our sketches and concepts to come up with the final prototype that was shared with the water authority for their validation and approval. Designs were validated by presenting the prototype and leading the users in a guided walk through.
Once the designs were approved development started and we were able to come up with the first prototype of the app based on the designs.
We used the feedback provided to iterate through some interfaces and redesigned them to improve access to for frequently used features.
UI for viewing issue details
Solution & Impact Overview
The app was adopted by the Dar es salaam water authority for their day to day tasks.
Increase in scheduling efficiency because managers and supervising engineers can evenly schedule technicians without overloading them.
Reduced calls to customer call center since task reports and updates are provided timely.
Enhanced customer experience led to higher customer satisfaction which earned the water authority an ISO 9001:2015 certification.
Improve in access to information because field reports were now filed and made available digitally.
Project Details
Platform: Mobile
Year: 2019
My role: Information Architecture, User Flows, Prototyping, User Interface Design.