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In May 2020, I began working with AT&T's Atlas UX Team. Atlas is a platform used by AT&T technicians to perform their work. Through user centered design and a close partnership with technicians themselves, we are delivering a product that improves technician efficiency and job satisfaction. I've worked as a UX/UI designer for several features with this team. The one showcased here required coming up with a way to let technicians show where a piece of equipment is in a customer site and add details that'll be helpful to the next technician that comes there. For the specific job type that this feature was being designed for (ESS), the app is unable to prepopulate the identifying information (type, model) of equipment as it does for other job types.
We decided to design a solution that would have the technicians themselves add equipment to a running database of equipment per customer address. Future technicians working with it can then view, edit, and add to this information. This raised several questions for user research, for example: what information should we require the technicians to enter? What types of locations are these equipment pieces usually placed in? I worked alongside the UX researcher to interview some technicians and get insight.
Here, the research findings have been summarized. The technicians' input was vital and, below, you'll see how these answers manifested in the design of the feature.
We learned that equipment can be identified in a variety of ways, including model, serial number, MAC address, etc. I decided that we should include all these fields in the form for techs to fill out, but make none of them mandatory. With all the variability of available identifiers, the technician should be able enter what they think is relevant and necessary.
Additionally, we learned that while sometimes technicians will be placing equipment in numerically labeled office rooms, there will also be times they place it in a customer's bedroom or living room. I decided to make the 'Floor' and 'Room' input fields alphanumeric and up to 25 characters, to function for this flexibility.
The technicians are also strongly encouraged to add photos of the equipment's placement, as the real-life context will the next technician locate it. I used preexisting icons and photo toggle functionality, but added an indication for hitting the photo max as well as a way to see these photos fully expanded.
Here, we have what the next technician that comes to this customer address would see. From the home page showing 'Equipment,' the technician could click on 'Details' to view everything that was previously entered. They could then edit equipment info (shown above) and add notes, add photos, or delete the equipment piece of equipment from the list (not shown above).
During usability testing, we heard that it would be nice for technicians to be able to see who worked on this equipment before them and when, so that they could reach out to these prior technicians with questions if needed. I thought a good way to include this would be to show the last time this equipment was updated at the bottom of the page.
I designed this to be clickable so that the technician can be taken to a log of updates - each stating the date, time, and technician name from the update. This involved syncing with backend development on the data structures that would be involved and their capacity to implement them.
Atlas - ESS Geotagging Flow.pdfFor a closer look at the design created, please check out this in-depth flow documentation!
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