A major part of the Go Assist team were the engineers. At the time they were using a rather simplistic Engineer portal were they could accept/decline jobs and order parts. My role was to speak with the engineers and understand how the portal could be improved to ensure their jobs were done more efficiently.
After multiple phone interviews I created empathy maps to better understand their thoughts and feelings & see if they correlated with the one another.
From the empathy maps, it became clear the engineers wanted fairly small changes, however they would have a big impact on the way they used the portal. For instance, a large majority wanted to have the option to upload photos to their job notes, include a dropdown box to provide a reason when declining jobs and have the ability to update their stock when needed. As well as these changes, the overall look of the portal needed a complete redesign to make it user friendly and responsive across mobile and desktop.
I mapped out a variation of user stories and created a site map of the current portal. Both of these helped me understand the user journey and how I could simplify the process for the engineers who would be using this portal on the go.
The mobile calendar version can be viewed here:
xd.adobe.com/view/0e25ff00-5af6-472c-86d5-ea68bd208c60-5b76/
