My Role: UX/UI Designer / Product Designer (solo designer)
About: Rapid design of a business application for SS
Team: Myself as the UX/UI Designer, a Sr. Business Analyst, an Enterprise Data Manager/ Business app developer
Prototype: View prototype on MarvelApp
Time: 2 weeks, August-September 2020
This Customer Case Management business app was created for SS' clients to make the problem reporting process easily managable. Food & Employee safety incidents and equipment damage happen quite frequently in food processing plants while sanitors are cleaning and sanitizing the numerous areas to prepare the facility for the following day of production. This app makes it easy for yhe users to report incidents and damages in a few steps that had occured in the facilities during the sanitizing shifts. Afterwards it also allows an easy way of tracking the submitted cases until they are resolved on the management side of SS.
This app was designed for two different user groups as their major goal to achieve differs:
BOTH user groups need to be able to easily track the submitted cases and both share the need of improving communication between parties about case updates.
To be time-effecient, I quickly sketched out the main screens of the app to be able to get feedback on the inital layout and overall main user flows when I presented them to my team. Since we all work remotely these days due to the ongoing pandemic, I used a digital Whiteboard so I was able to share these rough sketches easily with others..
Once the low-fidelity sketches were approved during further meetings scheduled with my team, we decided that I can move forward with the process and jump into designing the user interface of the app. I was applying the brand guidelines that I had estabilished previously for SS applications. I also designed additional screens to prepare for putting together a limited-functionality prototype to demonstrate the flow of the app easier for stakeholders. These high-fidelity wireframes gave my team members and stakeholders the opportunity to evaluate both the functionality and the look and feel of the app at the same time. Below you can see the screens of the app that the CLIENTS of SS are interacting with.
The users can easily browse all their cases in a well-organized and categorized case history section from where they are able to quickly check all the details of a specific case to refresh their memories and avoid confusion. They can also track the status updates in the Messaging section of each cases where they have the option to ask further clarifications from Supervisors or answer any questions. Creating a new report takes them to a linear 4-step guided process where they can quickly let the Supervisors know about what happened and why they need help to address the issue. The ability to add photos and videos make the identification and risk assessment process quicker on the management side and records proof for any potential liabiltity issues.
Feel free to interact with the limited-functionality high-fidelity prototype that I built in MarvelApp!
As for the Management version of the app, I kept the base of the user interface of the client view, however adjusted the design based on the different needs and goals of the Supervisors. Their main need is to be able to quickly have an overview of all the reported cases and then be able to change the status of cases easily with a few simple steps. Changing the status is a linear flow as a Submitted case can only be changed into In-progress status while the supervisor is working on a case and then close it as Resolved when the problem was successfully solved. Once a case has an updated status, the submitter gets notified of it within the app on the Case Details screen, which also allows the Supervisors to write comments and leave messages or updates regarding a case on the details screen so the communication is more efficient and organized this way! The filter on the case history screen gives the users the freedom to narrows down the list of case status categories that satisfies their specified criteria.
I found it a little challenging to design a 'two-sided application' within a short timeframe that will be used by two entirely different user groups with different user needs and priorities I learned a lot about UX strategies by trying to solve various problems not just of the management (internal business side) but the users as well (external clients) to make the reporting, tracking and resolving process as smooth as possible.This app started out as a very complex business idea but was able to simplify the process and present it in a way that meets the main goals of the users both on the Client and Management side.