Cable Technician App:
How do you improve your customer satisfaction scores? Start with your own employees.
A very large cable/internet company with headquarters in the Philly area needed help making their customers happier. They realized that improving the app that their technicians use would be an ideal place to start.
Enterprise App Case Study
Nationwide Contextual Field Research (Truck Rolls).
The foundation of our research plan was to immerse ourselves into the cable technicians’ work lives. The techs are frequently in customers’ homes and businesses in addition to tagging up with their teams and managers every morning. We successfully were able to ride along in the vans and trucks with the techs, affording us plenty of opportunities to observe and question throughout the day. We also had a “chase team” rounding out each local team that would follow the same route as the techs and capture pictures, videos, and other artifacts along the way.
Design and Build.
This project followed our usual creation process coming out of the research phase. Where we diverged was once the design was approved. At this point our design team was embedded with the developers as part of the ongoing SCRUM process at the client site. Our team worked with the on-site development team to optimize the overhaul of the current app, ultimately leading up to the launch of the new one.
None of this process was easy, but all parties saw the value of the final app and how it would positively affect the technicians using it throughout every day they are on the job.