Transforming field inspections with an intuitive app design, streamlining processes for inspectors and internal teams.
The Periscope app redesign project addressed the challenges faced by field inspectors and internal teams in property inspections and report submissions. By focusing on user needs, the project delivered an intuitive interface that minimized cognitive effort, standardized report submissions, and improved overall efficiency. Key outcomes include a redesigned filtering system, a new "Submit Report" interface with in-app photo capabilities, and a product that developers can expand upon. The solution significantly reduced processing time and errors, enhancing the workflow for both field inspectors and the internal team.
Problem
Field inspectors faced difficulties with the existing app, leading to vague and unstandardized reports. The internal team struggled with processing these reports efficiently. The lack of a template and unclear responsibilities created confusion and inefficiencies. With inspectors conducting 3-4 inspections daily, there was a critical need for a quick, efficient, and standardized process in the mobile context of field inspectors using iPads in their day-to-day environments.
One of the biggest challenges was that each page of the new Periscope app had to include all of the information presented in the existing app. The client provided screenshots of the most important pages, and for security reasons, could not share access to the existing app in order to interact with it.
Solution
The redesign aimed to significantly impact business efficiency by standardizing reports and reducing processing time and errors. A redesigned Periscope app with improved usability for field inspectors and the internal team.
Key features:
- Intuitive "Submit Report" interface with in-app photo upload
- Redesigned filtering and sorting system
- Pre-determined form options to reduce errors
- Map function for geographical property view
Design process highlights:
- User flow analysis and information architecture mapping
- Motion design for improved user understanding
- High-fidelity interactive prototype development
Discovery
The project goal was to create a natural dialogue between users and the app, with a standardized and intuative report submission process. The team employed user research, task flow analysis, employee journey mapping, and information architecture to identify pain points and opportunities. Key insights led to features like in-app photo uploads, pre-determined form options, and a redesigned filtering system, addressing user needs and improving overall efficiency.
User Research
Researching into the Periscope app's ecosystem unveiled a complex web of challenges: Field inspectors were hampered by an unintuitive interface and found themselves creating reports that were inconsistent. These inconsistent submissions became the first domino in a chain of inefficiencies.
This interplay of challenges highlighted a critical need: a system that could bridge the gap between field observations and office operations. By addressing the root causes of these interconnected issues, we saw an opportunity to transform the entire workflow.
- App to use on iPad screen-size interface
- Intuitive design to take photos inside of the app for immediate upload
- Input required information in a standardized format
- Underwriting reports to be submitted in a visually standard fashion
- Simple interface to view, assign, quality check, and process the submitted underwriting reports
When these reports get to the review of the internal team, the lack of standardization turned what should have been a streamlined review process into a time-consuming puzzle, with team members piecing together information from disparate sources.
- Emotions: The existing app lacked an understanding of the process' of Field Inspectors. This would lead the Field Inspector to collect information to such an extent that the reports they submitted were vague. Ultimately, Field Inspectors would upload reports without a template or standard, making the processing of the reports a difficult task for the Internal Team.
- Motivations: Conducting 3-4 inspections a day, Field Inspectors' motivation was to be quick and efficient in every location they visited. This would result in a lack of attention paid to the details when writing their report. On the other hand, the Internal Team's motivation was to put the pieces together to process the underwriting report quickly and without error.
- Confusion: It was found to be unclear whose responsibility it was to curate and organize the information collected. There was also no incentive for any of the users to do so.
Task Flow Analysis
Use case data was analyzed and separated into different user/task flows, types of interfaces, and user journey. Based on the screenshots provided by the client, an app teardown was conducted where a few main task flows were identified. Labeling this type of differentiation allowed the simplification and congruency of future design decisions.
- Log in
- Grid View of all submitted reports (for Internal Team)
- Filter Customization (for Internal Team)
- Create New Filter (For Internal Team)
- Detailed Report View (for Internal Team)
Employee Journey Map
Once the main task of the user were identified, an employee journey map was created to outline the various pain points and opportunities to improve the experience.
The main opportunity arose during this step: including the report submission process inside of the app. This process would mirror the order of operation that is portrayed in the Report Detail View.
Design
The design process was inspired by the context of field inspectors' work environment. Specific influences included the constant physical movement and disruptions faced by inspectors. This resulted in a theme of simplicity and clarity, with aesthetic choices like larger font sizes, strategic icon placement, and color-coded information differentiation to enhance usability in challenging conditions.
Information Architecture
Visualizing the information architecture of the app in a three-dimensional spatial model. This was done to help the developers and key decision makers understand where each component and pages live within the app environment.
A visual guide was created to summarize the assets used to create the app, including color scheme, iconography, and typography specifics. The visual guide also included certain assets that weren't used in the prototype to future-proof the app. This was done to give the developers the liberty to add certain sections in the future, if need be.
Design System
Error Prevention
Motion Design
Feedback
High Fidelity Prototype
High fidelity prototypes were provided to the client and development for feedback. These high fidelity prototypes included interactive states of the most critical interfaces: the sign-in page, report selection and map view, and detail report view.
Sign-in Flow
A functional interface that allows finding and navigating the data in Periscope faster, easier, and more intuitive.
Report Selection & Map View
The Grid View of reports now includes a map function that allows inspectors to easily obtain a geographical view of one, two, three, or more properties.
Detail Report View
Organized and expandable dropdown menus, categorized by detail section.
When the drop down menu is expanded, each section is visually separated by staggered light backgrounds for easier legibility.
Improved User Flow
The prototypes were sent back to the client for more clarification on how to better cater to Field Inspectors (an identified opportunity during the research phase). The feedback can be summarized in an updated user flow to respect the established information architectural foundation.
Visual Guide
A visual guide was created to summarize the assets used to create the app, including color scheme, iconography, and typography specifics. The visual guide also included certain assets that weren't used in the prototype to future-proof the app. This was done to give the developers the liberty to add certain sections in the future, if need be.
Overall, these improvements provided:
- Quantitative results: Improved efficiency in conducting more structured daily inspections
- Qualitative feedback: Positive response to the in-app camera feature and standardized report submission process
- Impact: Streamlined workflow for field inspectors, reduced errors in report submissions, and faster processing times for the internal team
Takeaways
- Importance of understanding user context (e.g., mobile environment for field inspectors)
- Value of standardized processes in improving overall efficiency
- User research and journey mapping
- Motion design for enhanced user experience
- Prototype development for complex applications
- Potential expansion of the app's capabilities based on the provided visual guide and design system
- Further refinement of the report submission process based on ongoing user feedback