ABOUT HOLOGIC

Hologic, Inc. is a global medical technology ​company primarily focused on improving ​women's health and well-being through early ​detection and treatment solutions.

Founded in 1985 and headquartered in ​Marlborough, Massachusetts, USA, Hologic ​develops and manufactures innovative ​diagnostic and surgical products, medical ​imaging systems, and laboratory equipment.

Project Description

This case study focuses on the development of a ​Field Services Portal, accompanied by an FSE ​Dashboard and Admin Panel, aimed at optimizing ​field service operations. The objectives are clear: ​empower Field Service Engineers (FSEs) to ​proactively address device issues and consolidate ​disparate tools for streamlined data processing.

As the UX designer for this project, I led the ​development of the Field Services Portal, FSE ​Dashboard, and Admin Panel to optimize field ​service operations. I conducted user research, ​developed personas, and designed the user ​interface, collaborating with developers for ​feasibility.

User Interviews

During the project's design and discovery phase, user ​interviews were conducted to create personas and ​shape the design process.

An interview script with open-ended questions focused ​on the target audience's values and motivations was ​developed.

Multiple remote interviews were conducted over 5 days, ​providing insights used as a reference point throughout ​the design process.

Sample Questions & Answers

How frequently do you interact with field service management tools in your current role?

I interact with field service management tools daily, as they are essential for managing service requests, ​scheduling appointments, and tracking device statuses.

Can you describe the challenges you typically face when managing field service operations?

One of the biggest challenges is efficiently prioritizing tasks and responding to urgent issues while ensuring ​timely service delivery to all customers.

What are the most critical tasks you perform as a Field Service Engineer (FSE) on a day-to-day ​basis?

My primary tasks include diagnosing and resolving device issues, conducting preventive maintenance, and ​providing technical support to customers on-site.

Purpose of Moodboard

The purpose of meticulously crafted mood boards in a ​project is to explore various visual styles, color palettes, ​typography, and imagery that resonate with the target ​audience and project goals.

They serve as inspiration sources and guiding references ​for shaping the visual identity of the user interface.

Color patterns are curated from the company's brand ​guidelines and existing websites to ensure integration ​with the overall brand aesthetic, promoting cohesion and ​continuity in the application experience.

Final Deliverables

In this section, we present the culmination of our design ​efforts through the final high-fidelity mockups for the ​Field Services Portal, FSE Dashboard, and Admin Panel. ​These designs represent the visual manifestation of our ​research findings, user personas, and design exploration, ​aimed at delivering a user-centric and visually ​compelling interface.

Conclusion

The development of the Field Services Portal, FSE Dashboard, and Admin Panel aims to optimize field service ​operations and improve customer satisfaction.

By focusing on user needs and incorporating predictive maintenance and real-time monitoring, Field Service ​Engineers can address issues proactively. The Admin Panel offers managers oversight tools for decision-making.

Future plans include refining designs based on user feedback for ongoing improvement and customer satisfaction.

Thank you for reading!