Scheduling

Scheduling lets managers have confidence that inspections are being completed on time, as required.

iAuditor web app

In order to comply with my non-disclosure agreement, I have omitted and obfuscated confidential information. All information presented here is my own and does not necessarily reflect the views of SafetyCulture (SC).

Understanding the problem

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.

Defining the scope

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.

Exploring potential solutions

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.

Competitor analysis
Competitor analysis

Based on the mind map and the customer's interviews I started sketching low-fidelity prototypes to test different scenarios. I also wrote down all the UI elements required for the new feature and checked what I could reuse from our design system. Next, I presented the prototypes to the team to identify any potential problems or technical requirements. We pointed the different concepts in terms of user experience and engineer effort. Then, we selected the best concept and I ran 5 usability tests to identify any pain-points.

Mindmap
Mindmap

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.

Assigning a schedule
Assigning a schedule (low fidelity wireframe)

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.

Delivering final solution

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.

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Scheduling outputs