Workforce for ArcGIS

Work assignment coordination

I worked closely with the Product Owner and Product Manager to define the UX strategy, scope, and scenarios for the mobile experience.

Guiding principle: Be better than paper
In contextual inquiry, we observed utility and government field workers working from a clipboard of printouts or a stack of workorder cards. Dispatchers planned work using Excel or paper lists without consideration for the proximity of assignments. Dispatchers made calls to know where a worker was, what they were working on, or if they were on break or off duty. Work status was reported at the end of the day or week making it difficult for dispatchers to respond to customer inquiries or high priority requests.

• Assist with the transition from paper to device. The assignment To Do list has primary focus. Workers’ assignment lists are updated in real time to reflect new tasks or call out critical tasks that need immediate attention.
• Increase efficiency and reducing travel time. Assignments in the list indicate the distance from the worker’s current location and workers see their assignments on a map. Workers set their status to working, on break, or not working.
• Reduce phone calls and trips back to the office. In the field, Workers access plans, manuals, and customer contact. They add notes and photos as they complete their work.
• Reduce scheduling a follow-up visit. Workers use Facetime to work with others to troubleshoot issues. They can see co-workers nearby that can lend a hand.