Challenge
NBN Field Technicians are using multiple systems and tools to undertake site audits. This results in considerable overheads and time spent on administration and switching between complex applications to complete various types of audit work orders.
The goal of the NBN Field Quality project is to improve the process and usability of systems for Field technicians conducting inspections and audits of NBN installations to homes and businesses.
Approach
Exploring design solutions, mapping user journeys and business processes. Undertaking field user research with Field Specialists to uncover and validate pain points.
Facilitate workshops to capture high level user requirements and features for work order end to end user journeys.
Define user requirements and features for field products, ensuring they address the specific needs of field workers effectively. Collaborate with the design team to execute detailed designs for field work applications.
High-level solution concepts and prototypes to visualise and refine the designs. Communicate user flows and wireframes to guide the design process with senior stakeholders and engineering teams.
Impact
Redesign of field work mobile applications into a single platform will have the following measurable impacts for NBN fields workers and the business. For NBN field technicians, it will result in fewer interactions with multiple systems, reducing time on manual tasks, better planning of their workload with more contextual information on audit jobs and work site location.
Service Delivery Providers (SDP) will benefit from reduced handoffs and submissions of manual forms through automation and streamlining of processes.
Service Delivery Providers (SDP) will benefit from reduced handoffs and submissions of manual forms through automation and streamlining of processes.
Overall 5.5 million NBN customers will have faster installation and connectivity to the NBN network through improved resolution of field work issues.
Design Activities Plan
Stakeholder Alignment Workshop
Problem Statement
Mapping current workflow for Work Order planning and Field Technicians
Field User Research
User Goals
Opportunities/User requirements for Fied Quality Audit
User Requirements for Defect Resolution
User Requirements Prioritisation
NBN Design System Framework for Power Apps
Previous Solutions by Product team - Audit Workflow
New Application Designs - Audit Workflow & Defect Management
Field Technician Workflow Solution - Audit Work Orders
Field Technician Workflow - Defect Management
