Persona. Story SAP AG or an SAP affiliate company. All rights reserved. 1

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1 Story Persona My story focusses on the service market, in particular gardening service. There are companies spezialized on providing all kinds of professional services related to the outside facilities of companies or individuals. Services of this kind could be: hedge cutting mowing tree cutting and surgery The actual gardnening service work is organized via service team leads who are on-site at the buildings together with up to 5 other service employees. They have worklists to accomplish together with their team members. An app supporting the service companies processes in this area would efficiently organize the worklist, tailored to each service team lead s tasks, as (s)he is the one actually managing the tasks assigned to him/her. In a nutshell, the service team lead uses the app on-site on a tablet or mobile phone which will show him/her the worklist with all necessary details at a fingertip. Name: Derry For me, I would to : be able to self-organize me and my team best to meet my tasks perfectly. Background: 42 yo master gardener; 25 years of service experience; team lead since 12 years Job Title / Role: Gardening services team lead Job Responsibilities (Main tasks and frequency): Coordinate on-site team, assigning gardening subtasks to them and instruct them as well as check their results Work on more complicated services myself (e.g. tree surgery) Main Goals: Meet end-customers expectations Increase efficiency by 5% in the next 2 years Needs: Mobile information on task planning Nice to have: device booking, customer sign-off via device Pain Points: Organization as-is is based on paper and phone calls leads to misunderstanding. Backoffice has no up-to-date information. Devices are often not available as there is no booking mechanism. Stakeholders: On-site team Backoffice clerk Competencies: 2014 SAP AG or an SAP affiliate company. All rights reserved. 1

2 User Experience Journey Mindset What is on the Persona s mind while taking the actions of their journey? How do they feel each step of the journey? What s to be done? Who can do what? What place? What devices/material s do we need? Will we be able finish on time? Ohh, there is pest additionally Need to change the planning Done! How much time did it take? What s to be done next? Actions What actions and activities does the Persona take while going thru the journey to achieve their goal? Plan the day roughly (1 day before) Inform my team about place of service 1 day before Get onsite Check that devices and staff are on site Gather and do short briefing before start Give instructio ns per person Start with own work Close-off done major tasks (inform backoffice) Timesheet maintenanc e Inform backoffice about additional tasks if necessary Request devices/materia ls for next days sign-off Touch points What touch points does the Persona have? (Tools, channels, devices, conversations, and so on.) Car / truck Building Team member Storage Backoffic e Gardenin g Devices Clock Areas of gardens Trees / plants 2014 SAP AG or an SAP affiliate company. All rights reserved. 2

3 Derry Service Calls (5) Service Call Search SAP Started - Open SAP Some Street 36,City 2,13467, Country 2 Started - Open Targeted: 5 hrs. Due on , 5.30 p.m Task Lawnmowing+ Package Targeted: 5 hrs. Due on , 5.30 p.m Planned - Timed SAP Task Flowerbed maintenance Targeted: 8 hrs. Due on , a.m Preplanning Schnippes & Co. KG Lawnmowing+ Package Subtasks Scarifying Lawnmowing Fertilizing Task Targeted: 20 hrs. Due on , 5.30 p.m A Tree cutting & surgery SAP AG or an SAP affiliate company. All rights reserved. 3

4 Entities: Service Task Teammember Master Detail SAP AG or an SAP affiliate company. All rights reserved. 4

5 Added some attributes SAP AG or an SAP affiliate company. All rights reserved. 5

6 IconTabFilter Control (icons changed) Table Control SAP AG or an SAP affiliate company. All rights reserved. 6

7 SAP AG or an SAP affiliate company. All rights reserved. 7