The FSM (Field Service Management) project is a platform for technician dispatch and management. Upon joining the project, I took on the role of UX/UI designer. The project was initially developed using Sketch, but lacked proper documentation. To address this, I conducted a UX audit, which revealed several issues such as repetitive flows, low readability, limited accessibility, inconsistent actions, and navigation errors. As a result, we decided to tackle each module individually, starting with the support tasks module.
The mission was to improve the platform's user experience by optimizing content and layout based on stakeholder, client, and user feedback. The focus was on enhancing navigation and filtering, ensuring a progressive and coherent approach. The goal was to make the platform more intuitive and user-friendly, addressing specific user needs and streamlining processes.
Existing Product and Issues:
The existing product had various UX issues, including repetitive flows, low readability, limited accessibility, inconsistent actions, and navigation errors. These issues hindered user productivity and satisfaction. To overcome these challenges, a systematic approach was needed, starting with a comprehensive UX audit to identify pain points and areas for improvement.
UX Audit:
The UX audit revealed a range of issues that required attention. This process involved analyzing the existing product, identifying pain points, conducting usability tests, and gathering feedback from stakeholders, clients, and platform users. The insights gained from the audit formed the basis for the design decisions and improvements implemented in the subsequent phases.
Design Decisions:
To address the identified issues, a series of design decisions were made. These included streamlining the color palette, improving contrast through better use of grayscale, enhancing content organization, and improving navigation and filtering systems. A flowchart was created to visualize user journeys and optimize the sequence of actions. Stakeholder, client, and user input were invaluable in guiding these design decisions.
Feature Release and Success Metrics:
As the project is still a work in progress, feature releases are ongoing. Success metrics are being defined to evaluate the impact of the implemented improvements. These metrics may include user satisfaction surveys, task completion rates, and qualitative feedback from users and stakeholders. The aim is to continuously measure and optimize the user experience.
Moving forward, the project will continue to be approached in a modular manner, addressing different modules one by one. The same methodology and design principles will be applied consistently. Although significant improvements have been made, there is still work to be done. It's worth noting that major layout changes were avoided to minimize development efforts, considering the project's advanced stage and the need for additional improvements. User feedback has been positive, with many expressing appreciation for the significant enhancements achieved so far.
