Redesigning the Core Pointman Experience
Fall 2018 - Fall 2019
Completely reimagining the “Answer a Call and Schedule Work” experience for HVAC dispatchers and customer service reps. inside the Pointman Web App and conducting the necessary user research.
- User research, user testing, customer journeys, user flows, personas, information architecture, task analysis
- Kurt Stangl, Mike Spencer, Denise Nadal, David Cloyd
I spearheaded this project after our new Product Director challenged the UX Team to test our assumptions about how our users really do their jobs. Up until this point, we accepted the longstanding assumptions that our organization has built up through the years about what a “job” should look like and what dispatchers and technicians “should” do.
We started this process by interviewing a former HVAC technician and a general manager for plumbing and HVAC companies. During the interview process we made several discoveries that changed our entire perception of what a “job” was.
Through those interviews, and discussions with technicians at HVAC conferences, we learned about the kind of people who gravitate towards this work, and combining this insight with industry research I was able to build personas for our 4 basic user groups: owners, dispatchers, customer service reps, and technicians.
By building out these detailed personas based on real data rather that anecdotal evidence, it became easier to focus in on the right workflows and solutions. All the insights we gained as a Product & UX Team through this process later informed the best design work we had done as a team.
After establishing a deep understanding of who we were designing for and understanding the tasks involved, I did a lot of loose sketching on paper to work out my initial ideas. From there I worked up several wireframes, some of which are detailed in the next section
Wireframing through a Scenario
Part of validating this design and workflow was running it through several common and uncommon scenarios. To the left is an example for a common scenario that can be challenging - a landlord calls to schedule work at a tenant’s home.
This project gave us an opportunity to take a deep dive into the lives of the people we were designing for and design a workflow that truly supported their needs.