Optimizing the Mobile Experience AGNI ANANDA Director, Innovation & Enablement, ServiceMax GE Digital
State of Mobility
Why Mobile? Competition Customer Expectations Service Requests Do more with Less Impactful Customer Relationships
Mobile Addresses Field Service Challenges Use Cases Accept work orders quickly Navigate to customer site Query trunk stock Search knowledgebase Debrief work order Capture signature Upsell to customer
Mobility is Top of Mind for Service Leaders Leaders are 71% more likely than Followers to have a standardized mobile strategy across the organization Service Mobility: The Right Technology For The Tech, Aberdeen Jul 2014
Top Service Performance Influenced by Mobility Leaders vs Followers 46% Higher First-time Fix Rate 20% Higher CSAT Rate >2x Annual Productivity Improvement Mobile Field Service: Connectivity Drives Success by Tom Paquin, Jan 2017
ServiceMax Mobile
TECHNICIAN ENABLEMENT Field Service App the field-ready mobile experience Table stakes Stand out Differentiate SCHEDULING & ROUTING SERVICE DELIVERY CUSTOMER DELIGHT Calendar Navigation Work descriptions Debrief invoicing IoT Diagnostics Parts Lookup, Orders, Consumption RMAs Collaboration Knowledgebase Entitlements Auto pricing and quotes Checklists, data collection Installed Base Management ONLINE OFFLINE
Field Service Mobility Platform Targeted and Optimized Calendar/Appointments Map Search Notifications Work Summary, Asset Summary Highly Configurable and Customizable Custom Form and Data Capture Custom Workflows Specialized hardware and device integration
Intuitive Field Service app for Windows Hybrids & Tablets Increase technician productivity and customer satisfaction
Best Practices for Mobile Deployment
5Guiding Principles 1. Develop your data strategy 2. Select the right device 3. Understand the constraints 4. Lead with best UI practices 5. Change Management
Identify Data That You Need
Reduce the complexity of your solution
Understand the disconnected state
5Guiding Principles 1. Develop your data strategy 2. Select the right device 3. Understand the constraints 4. Lead with best UI practices 5. Change Management
18
Understand the needs of a technician ServiceMax implementation teams can help guide you on the best choices multiple options 19
Resources https://userdocs.servicemax.com 20
5Guiding Principles 1. Develop your data strategy 2. Select the right device 3. Understand the constraints 4. Lead with best UI practices 5. Change Management
Mobile Offline Sync Engine Smart Sync for extended offline use Designed for Field Service Consistent business processes & workflow Device-targeted functionality
Mobile Sync Enhancements Sync Gateway Sync Gateway High performance cloud to cloud connectivity with Force Increased number of asynchronous connections/interactions with Force All data transformation and assembly completed at Sync Gateway Binary transfer between Sync Gateway and mobile app Cache shared data at the Sync Gateway*
Mobile Sync Enhancements Continued Run Sync when app is in background or device is locked Multi-threaded, high performance sync tasks
Mobile Sync Enhancements Continued Run Sync when app is in background or device is locked Multi-threaded, high performance sync tasks Bi-Directional Web Service Custom Action
Mobile Sync Enhancements Continued Run Sync when app is in background or device is locked Multi-threaded, high performance sync tasks Server initiated messages and tasks Server initiated messages and tasks
Sync Performance Profile Reports
Sync Performance Profile Reports
5Guiding Principles 1. Develop your data strategy 2. Select the right device 3. Understand the constraints 4. Lead with UI best practices 5. Change Management
What is UX, Anyway? UX UI UI UI
Simplify End User Experience Simple & consistent navigation to provide a clear path to results 31
Minimize Cognitive Load Don t make me think! Ambiguity leads to errors.
Screen Design Principles Limit presentation of fields the tech doesn t need every day Hide secondary information in an Action Don t design for the edge cases. Focus on the primary task Consider environment, target device, and technician expertise Think goals, not fields: What does the user need to know? What action do you want the user to take?
It s all about forms Don t ask users to fill out long and complicated forms 34
35
36
Forms Dos & DON Ts DO Limit Text entry use checkboxes and selectors Order fields to reflect technician workflow Use sections to break up long forms Use same tense for all labels Don t mix past and present: Parts in use and Labor provided Don t Overload the form Limit pulldown menu items ( <=10) Don t mix questions with statements Use passive language in menus and actions Order Parts better than Parts Ordering
Forms Dos & DON Ts DO Make messages clear and actionable Example : You must enter at least one labor line item before you can close this work order is better than Status can not equal closed when labor lines equals 0. Don t Use quick save. It is deprecated. Avoid using multiple views High likelihood tech will not remember to switch views Clearly state who to contact in case of a problem Contact Angie Mellencraft at 650-123-5674 is better than Contact
Actions should use active language Use imperative mood for action text; Send Update, Process Order, etc. Avoid Ambiguity Ready To Invoice is a status, not an action
5Guiding Principles 1. Develop your mobile strategy 2. Select the right device 3. Understand the constraints 4. Lead with UI best practices 5. Change Management
Change Management 1. Assess the change 2. Engage the head and the heart 3. Create your change agent network 4. Lead through the resistance 5. Lead through the adoption life cycle
Play a tune that resonates to individuals
Tailor the message Sales & Marketing Why should they care? Better Visibility Accurate Billing Improved Reporting New Leads What else can I tell you? Field Technicians A new solution Makes Work Easier No Need for Fear More Information Higher NPS What else can I tell you? Customers Focused on you Fixed the First Time Exceed Expectations Improved Experience What else can I tell you?
Identify the Right Change Agents
Identify the Right Change Agents A willingness to embrace change
Identify the Right Change Agents The desire to participate
Create a Communication Plan
Newsletters Executive interviews / videos Survey needs active engagement Chatter / Yammer/ Intranet Pilots/ demonstrations Use engineers on the steering committee end user feedback Lunch and learns Road shows / town hall meetings Create some buzz regularly!
Take The Next Step Visit the ServiceMax Mobile demo booth Review the ServiceMax Mobile datasheet at servicemax.com/resources Visit http://userdocs.servicemax.com to compare various device options
Thank You
Session Feedback Find the session you re attending in the schedule icon of the app Check-in and rate sessions clicking on the icon and rate the session by selecting the appropriate star