User Experience and Field Service Management
What is User Experience?
According to Usability.gov: “User experience (UX) focuses on having a deep understanding of users, what they need, what they value, their abilities, and also their limitations. It also takes into account the business goals and objectives of the group managing the project. UX best practices promote improving the quality of the user’s interaction with and perceptions of your product and any related services.”
But if we break it down even further to the two main words “user” and “experience”, here the essence of it can be seen, it’s about the user or customer and it’s about their experience. Whether that is on an application or on a website, those two are inextricably linked.
With that idea in mind, it’s a very human focused system, it centres around how a person feels using a system, from the beginning of their journey to the end.
Why is UX so important?
Ask yourself, who is the most important person within your organisation? The answer is the customer. User experience is entirely focused around the customer, making it extremely important in influencing their opinions and thoughts on the services or products you offer. When a user comes to an application on their phone or to a website they have a need they want to fulfil, and they want to do that as quickly as possible.
Whether consciously or subconsciously, we all have certain expectations when using devices and websites; easy navigation, clear messages and a quick response. Without these the user experience is doomed to clunky navigation, slow response times and ultimately unhappy customers who are left lost and without the help they need.
Great user experience has simple, clear direction, if it’s a mobile application there is no clutter or hidden information, instead it should pre-empt your needs, providing you with easy access to information and details useful to your experience.
Here at Totalmobile we understand and appreciate that UX should be the foremost consideration when developing solutions. Our latest product release focused on developing our UX to help create an even more seamless user experience for mobile workers.
What have we done to create a great UX experience?
For us, great user experience in our mobile application is about giving users customisable features that they can tailor to meet their needs all within a native client app. This means using the device navigation they already know and love and developing our solution around it. We’ve created a clean visit interface with textual snippets of information that can be edited, moved, resized and customised to contain all the relevant information required. This can be tailored to industry specifics and include solution specific content. The information can even be colour coded, for example using a red-light system.
Our UX provides mobile workers with a visual experience, rather than excessive text-based information that is hard to consume and navigate through. By surfacing essential information in a visual way and adding industry specific imagery, the user is able to immediately understand and act upon the information.
Each boxed area or textual snippet is able to be linked to a corresponding form or through to further supporting information, either internal or external. Even the forms are fully configurable ensure they remain consistent and user friendly.
With User Experience at the core of our solutions we are able to provide mobile solutions that fulfil the needs of our users, enabling them to unlock greater benefits around increased capacity reduced costs and improved compliance and consistency.