Scheduling lets managers have confidence that inspections are being completed on time, as required.
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A scheduling feature had been requested several times by multiple customers and was considered high priority. In order to better understand the customers requirements and why the scheduling tools was so important to them, I worked alongside a researcher to recruit customers for interviews. Our goal was to understand their current processes when dealing with recurring inspections.
After talking to the customers who had previous requested the scheduling feature we had a clear picture of their processes and pain points. Customers were using spreadsheets to keep track of which inspections need to be done and when. The person responsible for making sure inspections get done (scheduler) had to communicate with their team via email, phone, calendars or in person to tell them that they were due to do an inspection. The scheduler then had to check in iAuditor to match up the inspection completed with the schedule to determine whether or not all the inspections were completed on time. If inspections weren't completed on time the scheduler then chased up to get these done.
Problems with this process:
this was EXTREMELY time consuming for ALL members of the team
the system wasn’t perfect so inspections got missed or were late. This had negative impacts on safety and quality, on the team’s reputation, and on the team’s ability to pass external inspections
it was difficult for customers to tell what has and hasn’t been done.
Once we identified the customer needs we came up with the following user story.
As a manager I want to:
have confidence that inspections were getting done on time
give field workers an easy way to know what they need to do
have the ability to track missed inspections
have visibility on who has/hasn't completed a specific inspection.
With the user story in mind we discussed the project goal and success indicator.
Goal: give managers confidence that inspections are being completed on time.
Success indicator: at least 25% of the 10+ seats orgs have 1 or more scheduled audit completed within 28 days of the feature launched.
I started by assessing the pros and cons of several scheduling tools. This allowed me to gain deeper understanding of the subject, UI patterns and common flows. Then, I created a mind map to have an overview of all the information needed for a successful outcome.
After a couple of iterations and user testings we released a beta version to qualified customers. This version had basic functionalities and was great to get more customer feedback and to understand the complexities around a scheduling tool.
Next, we fixed some bugs and improved the UX/UI of the beta version before releasing it to all customers. New fetaures were added every 2 weeks until the scheduling tool responded to all customer needs previously identified. All the features where validated and tested before making to production.
The scheduling tool had a positive impact on the inspection experience, 31.5% of the 10+ seats orgs had at least 1 scheduled audit completed within 28 days of the feature launched.
The scheduling tool gave managers confidence that inspections were being completed on time, as required. Schedules have a “start at” and “complete by” (due) time that defines a time window in which a scheduled inspection may be completed before being considered missing. Team members and groups can be assigned a recurring schedule of inspections to be completed within a timeframe. These are tracked in their own menu in the iAuditor app and can be reviewed. The overal benefits of the schedule tool includes:
managers can easily set an inspection with custom recurring options
managers can assign inspections to teams or individuals
managers are notified when a scheduled inspection is not completed
managers have access to scheduled inpections analytics including filter options as dates, templates and assignees
field workers receive a notification when a new scheduled inspection is assigned to them
field workers have a to do list on their mobile device displaying all scheduled inspections assigned to them.