Streamlining Blue-Collar Work: The Product That Boosts Daily Tasks

Case Study in 2019

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 your existing operations workflow.

With WorkMagic, enterprises can keep fixed costs low while maintaining high levels of customer satisfaction. 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.

This includes 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

Strength
It can solve basic needs of workers
It is easy to implement

Weaknesses
It is not user-friendly
The information architecture and user flow are not well-designed
There is a lack of system communicativeness, making it difficult for users to understand how the system works and how to complete tasks.
The brand colors are not implemented well enough into the interface, which can lead to a disjointed user experience and a weaker brand identity.

Outdated Design of Mobile Application Intended for Workers to Utilize

The Current Design of the Desktop Web Application Intended for Managers to Supervise and Manage Workers

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. This meeting was aimed at gaining more business empathy and insight into the priorities and goals of the company.

During the meeting, we discussed various aspects of the product:

Target audience
Value proposition
Key features
Current state of the product
Pain points and areas for improvement

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.

💡 Next Actions after Meeting

Optimize white space
Ensure consistent navigation
Improve information density and presentation
Enhance system communicativeness
Optimize brand identity for a cohesive and professional user interface.

BUT
WHAT TO ENHANCE
EXACTLY? 🤔

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.

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

Conducting user research and gathering feedback is crucial to understand user needs and pain points.

Prioritizing features and improvements based on user feedback and business goals is key to successful product development.

Communication and alignment with stakeholders help ensure the product meets the business goals and objectives.

Balancing design fidelity with project timeline and priorities is important to deliver timely and effective solutions.

Collaboration between cross-functional teams is crucial to ensure a smooth and successful product development process.

Continuous testing and iterating based on user feedback and data analysis is essential for creating a user-centered and successful product.

Keeping the user at the center of the design process is vital to deliver a product that meets their needs and expectations.

Addressing user pain points and improving the overall user experience can lead to increased user satisfaction, engagement, and loyalty.

Striving for simplicity and clarity in design can help reduce user confusion and increase usability.