Fixit

As a key part of the project from its inception, I worked closely with the client to establish a process to handle flow, wireframes, review, prototyping, testing and reiterating. Some highlights of the process and how I used the results to steer conversations with the stakeholders:

• Problems to be solved & platforms affected
• Related research / insights if available
• Main goal definition & core hypothesis
• What is the “must know” that informs product direction
• Primary issue of focus & things we cannot control
• What is the desired outcome
• What is / what is not in the MVP scope
• How do we define success for this problem (e.g metrics)

Once I had content for this breakdown, I could continued with ideation phase.

I took the following to the client for feedback:.
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1. The main flow (scanning the barcodes/QR codes of broken equipment and associating them with service requests)
2. Wireframes

After completing the flow and making some minor tweaks based on initial feedback, I finished the wireframes and then created the interface which would result in the prototype.
I then facilitated a design review with developers to collect further feedback.

This testing involved engineers and the office managers who were collaborating with our client. I contributed by providing a plan and a comprehensive list of questions and specific tasks for the interviewer to use while testing the prototype.

We took that feedback and used it to create a couple of new features (i.e. enhancements above and beyond the MVP).

Those features were:
1. A chat option
2. The ability to deflect issues

Again, I followed the same approach I’d used in Phase 1 (build a prototype, get feedback, iterate and test). Here’s what we ended up with:

And again, we tested the new features with engineers, and with the office managers who were collaborating with our client and engineers. They all confirmed that they approved of the solutions I had prototyped.

When asked to think out loud (a) during the ticket-creation process and (b) after completion of the ticket, one participant said this:

MVP launch went successful the first business that was used as a test run, and the client was looking forward for scaling it to multiple businesses.

"Loved working with Alex! Not only did he produce some of the best UX and UI work I've seen, but he's also such a cool person to work with. In stressful situations, he has this ability of lighting up the atmosphere for everyone around."