This was a project of discovery to elevate the work experience of field workers and back office staff for a gas pipeline group within a leading utilities company . With strict focus towards human-centric design and technological innovation, this end to end project began with intensive research in uncovering human insights, progressing into iterative ideation of concepts, and ultimately ending with an interactive prototype and strategic blueprint for implementation.
This project was built contain 5 phases, with each phase leveraging best practices in design to ultimately create the future state vision for the field worker/back office staff work experience. The 5 phases are as outlined:
01 Framing – To align on the business challenge, build upon the current understanding of the work experience and operations, and consolidate knowledge and hypotheses.
Assets produced: research plan, initial hypotheses
02 Understanding – Develop a deep understanding of workers’ processes, needs, and experiences through in-field research activities; to uncover why user needs are not fulfilled by existing tools and platforms.
Assets produced: comparative/ competitive scan, in-field research discussion guides, user immersion (ethno) research, journey sketching workshops, photographic artifacts
03 Sense-making – To translate the research outputs into a holistic overview of the current-state experience, alongside directions for future opportunities.
Assets produced: current state journey map, personas, design principles, human insights report
04 Solutioning – To identify concepts for the business to prioritize and refine, by amalgamating phase 03 outcomes.
Assets produced: future concepts and features, concept prioritization workshops
05 Testing – To collect information through observation and feedback on the effectiveness of a range of concepts by conducting testing with end users, while simultaneously socializing solutions with the user population.
Assets produced: prototype of prioritized concepts, prototype testing, concept assessment workshops, preliminary implementation roadmap