Streamlining Blue-Collar Work
A case study on redesigning WorkMagic's platform to boost productivity and enhance user experience for blue-collar workforce management.
Introduction
WorkMagic provides fully-managed semi-skilled technicians for enterprises, with an easy-to-use dashboard to track their work. Our service integrates seamlessly with existing operations workflow, helping enterprises maintain high levels of customer satisfaction while keeping fixed costs low.
Our 'people infrastructure' includes a team of full-time and part-time freelance technicians, as well as our in-house qualified technicians. We offer a range of skilled workers, including electricians, plumbers, construction workers, and cleaners, all available as a cloud service.
Scope of Work
As the newest member of the team, my primary objective is to overhaul the user experience of WorkMagic's products, including both the mobile and web applications.
Currently, the design is solely based on the developers' decisions, with little consideration for the end-user. My goal is to introduce a UX-driven approach that puts the user at the center of the design process.
By doing so, we can create products that are more intuitive, efficient, and enjoyable to use. With my expertise and passion for UX design, I am confident that we can achieve this goal and deliver exceptional products that exceed our customers' expectations.
A Hybrid Approach for Optimal Results
Analyzing the Current UI/UX Design
Strengths
- It can solve basic needs of workers
- It is easy to implement
Weaknesses
- Not user-friendly
- Poor information architecture and user flow
- Lack of system communicativeness
- Poor brand identity implementation
Outdated Design of Mobile Application for Workers
Outdated Design of Desktop Application for Managers
Building a Design Aligned with Company Objectives
As part of my approach to revamping the design of the product, I prioritize gaining a strong understanding of the business vision and objectives. To achieve this, I conducted a meeting with stakeholders to align on the product roadmap and their vision for the year ahead.
During the meeting, we discussed various aspects of the product:
By aligning on the product roadmap and business vision, I was able to gain a more thorough understanding of the product's goals and how they align with the broader objectives of the company.
UX Research Framework
Next Actions after Meeting
Optimize white space
Ensure consistent navigation
Improve information density and presentation
Enhance system communicativeness
Optimize brand identity
BUT WHAT TO
ENHANCE EXACTLY? 🤔
User Interviews
Gathering insights directly from our operations team
To address this question, the head of product and I are planning to conduct user interviews with the operations team located in Malaysia. The aim of these interviews is to observe how they use our platform on a daily basis to manage the blue-collar workers and gain insights into their experience.
Synthesizing Interview Findings
Synthesize after the Interview
After discussing various aspects, it was discovered that the calendar feature of WorkMagic is primarily used by the customer support and operation teams.
The team prefers to access all job details from one screen, where they can quickly mark it as complete or cancel it. They also need to view additional information such as visit details, job duration and timing, job location, and the assigned team member.
LET'S
PRIORITIZE
& DECIDE ✊
Introducing The New WorkMagic
Experience productivity like never before with enhanced calendar
🤟 Improved Job Display for Daily Workflow
We improved daily job management with a Drawer display that shows all jobs for the day and allows for easy creation of new visits or jobs, based on feedback from the CS team.
🤩 More details on a Job Modal
Based on feedback from the CS team, we improved the design of the Job Details modal by providing more comprehensive information including:
- General information about the job
- Client details
- Visits information
- Item information
- Media and files
- Service reports
- Team information
🫶 Creating New Visit directly in Calendar now easier
With our latest update, WorkMagic empowers users to seamlessly create new visits without the need to navigate through different screens. Now, creating a new visit can be done directly from the Job in calendar. This streamlines the process and saves valuable time for our users, enabling them to stay focused on their daily tasks.
📒
KEY
TAKEAWAYS
User Research
Conducting user research and gathering feedback is crucial to understand user needs and pain points.
Feature Prioritization
Prioritizing features and improvements based on user feedback and business goals is key to successful product development.
Stakeholder Alignment
Communication and alignment with stakeholders help ensure the product meets the business goals and objectives.
Design Balance
Balancing design fidelity with project timeline and priorities is important to deliver timely and effective solutions.
Cross-Team Collaboration
Collaboration between cross-functional teams is crucial to ensure a smooth and successful product development process.
Iterative Testing
Continuous testing and iterating based on user feedback and data analysis is essential for creating a user-centered and successful product.
User-Centered Design
Keeping the user at the center of the design process is vital to deliver a product that meets their needs and expectations.
Experience Enhancement
Addressing user pain points and improving the overall user experience can lead to increased user satisfaction, engagement, and loyalty.
Design Simplicity
Striving for simplicity and clarity in design can help reduce user confusion and increase usability.