Bezeq

GeTask

Category

Management

Company

Bezeq

Work

  • User Experience (UX) Designer‍
  • User Interface (UI) Designer
  • One-on-one interviews
  • Personas
  • User journeys and flows‍
  • Low-fidelity wireframes
  • High-fidelity mockups and prototypes
  • UX Documentations and guidelines

Welcome to GeTask, a revolutionary task management, inspection, and tracking tool designed to streamline the electric installation processes for a leading company specializing in building installations across Israel—Bezeq.

Project Goal

I made GeTask to help Bezeq's electric installers in Israel work better. I studied their work, found problems, and created a tool to make their tasks easier. GeTask's goal is to simplify task management, improve communication, and give real-time updates.

Approach

The qualitative research phase is a crucial and important part as it holds the most valuable insights. In this project, I will listen, learn, and shape solutions based on real needs.

Asking the Right Questions

Gathering valuable initial insights and feedback from the employees involved in the electric installation process to discover participants' responsibilities, challenges, workflow inefficiencies, and areas where the management app could provide the most value. The open ended questions were carefully designed to cover various aspects of their roles, including daily tasks, communication processes, work dynamic, progress tracking, and issue resolution.

Questions Examples:
  • What are the key challenges you face in your role as an technician/supervisor/manager in the electric installation process?
  • How do you currently handle and resolve issues or problems that arise during the installation process? Who do you report to?
  • How do you currently track and manage your tasks and assignments?
  • What are the main communication channels you use to interact with other team members?
  • How many workers do you oversee as a supervisor/manager?
  • What considerations comes to mind when assigning installers to tasks?
  • How many times and why would you call the neighbor committee?
And more...

Current workflow

To grasp the work process, I interviewed each persona about a typical workday, creating storyboards to visualize their workflows and points of interaction. Mapping these journeys provided key insights, forming the basis for designing the app's digital screens and functions.

Who are the employees?

After gathering valuable insights, I'll be creating user personas with set of struggles and needs that will guide me throughout the project.

The Technician
Responsibilities:
•  Conduct electric installations in buildings across Israel.
‍
‍Struggles:
•  Frustrating experience accessing tasks information.
•  Time-consuming process of filling detailed reports with unfriendly interfaces, leading to reduced productivity.
‍
‍Needs:
•  Efficiently complete assigned installations.
•  Fill out & provide accurate reports easily.
•  Ensure inspector satisfaction.
The Supervisor
Responsibilities:
•  Supervising & ensuring quality.
•  Resolve issues.
•  Assigning tasks to installers.
‍
Struggles:
•  Exhausting process of assigning addresses to installers based on availability, expertise, and workload.
•  No efficient visibility into the progress of installations and problems that arise.
•  Limited tools or analytics to assess and analyze installation data for performance evaluation.
‍
Needs:
•  Meet objectives.
•  Real-time installer tracking.
•  Access to analytical data.
•  Ensure manager satisfaction.
The Manager
Responsibilities:
•  Monitoring installers and supervisors.
•  Managing employees & salaries.
‍
Struggles:
•  Tedious manual process of inspecting and managing multiple projects simultaneously.
•  Limited access to real-time analytics and insights about installations, problems, and performance metrics.
• Difficulty in efficiently adding and managing new employees within the system.
‍
Needs:
•  Manage employees & salaries easily.
•  Real-time employee & task tracking.
•  Analytical data about installation progress and problems.

User Flow

Next, I outline the digital paths users take in the management app. By visually mapping these flows, I illustrate the steps and interactions needed to accomplish tasks, serving as a guide for the app's logical progression.

Wireframes

Wireframes serve as the blueprint of the user interface, outlining the layout, structure, and functionality of each screen. By creating low-fidelity representations of the app's interface, I can focus on the core elements and interactions without being distracted by visual aesthetics.

Solutions & Design

I have crafted a visually engaging interface that enhances usability and delivers an intuitive experience, as each screen design reflects the needs and preferences of the personas; Technicians, supervisors, and managers. By showcasing these designs, I aim to demonstrate how thoughtful and purposeful design choices can greatly impact the overall user experience and contribute to the success of the app in streamlining tasks and improving productivity.

Note
RTL Layout
The app is designed to support a right-to-left layout, catering to its primary audience who use Hebrew language. However, for the purpose of presentation and development, the app has been translated to facilitate understanding and collaboration.

Technician

Login
Login Screen: This screen provides a secure login method for users to access the management app. By using their unique ID and password, users can authenticate themselves and gain access to their personalized account. This login functionality ensures that only authorized individuals can utilize the app's features and data, enhancing security and protecting sensitive information.
Main Screen - Open Tasks
This screen serves as the central hub for installers, specifically on the 'Open Tasks' tab. It displays a comprehensive list of all open tasks along with a small map showing the task locations through pinned markers. This feature empowers installers to efficiently plan their routes, choose the closest tasks, and navigate to the assigned locations seamlessly. By providing a visual representation of task locations, the screen enhances installer productivity and minimizes travel time.
Task Screen
The task page offers essential details related to a specific task, including the task location, the name of the assigned supervisor, and options to contact the inspector via phone call or WhatsApp. Additionally, the screen includes a form where installers can input the parameters and information necessary to complete the task. This comprehensive view of task-related information streamlines the communication between technicians and supervisors, ensuring clarity and efficient task execution.
Report a Problem Popup
This screen allows technicians to report any issues or problems encountered during the task. It presents a user-friendly interface where technicians can select the type of problem, provide a description, and even attach images to provide additional context.
Reported Problem Screen
Once a problem is reported, the task moves to the 'Pending' tab, indicating that it is awaiting inspection and resolution by the assigned supervisor. This screen provides a clear overview of the reported problem, ensuring effective tracking and monitoring the task that require attention.

Supervisor

Main Screen - Pending Tasks
This is the main screen for supervisors, displaying all pending tasks that require attention. It provides an overview of the problems and their locations on a small map with pins, allowing supervisors to quickly assess the situation.
Pending Task Page
When supervisors access a pending task, they can review the details and describe the fix they plan to implement. They have the option to accept the problem, cancel (return) it, or reassign it to another installer if necessary.
Inspection - Technicians Overview
This screen provides supervisors with an overview of all technicians and their associated tasks, categorized into open, pending, returned, and completed. It allows supervisors to track the progress and status of tasks in the selected dates.
Live Tracking
The live tracking screen offers a real-time map view that shows the current locations of technicians and the tasks they are actively working on. This enables supervisors to monitor the ongoing progress and make informed decisions based on the technicians' whereabouts.
Assign Technicians Screen
This screen presents a list of unassigned task locations that need to be assigned to technicians. There is an option for auto-assign, which automatically distributes the tasks based on technician availability and workload.
Choose Technicians to Assign
This screen is a continuation of Screen 5 and serves as an overlay where supervisors can manually select specific installers to assign to the selected task.

Manager

Payments & Technicians
In the Payments tab, managers can view an overview of received confirmations for completed buildings and services, as well as track the status of payments (paid/unpaid) to the company. This screen also provides a list of all technicians associated with the company.
Stats & Supervisors
The Stats tab displays a visual representation of task distribution, sorted into categories such as open, pending, returned, and completed. The Supervisors tab lists all supervisors and allows for the addition of new supervisors to the team.
Add Supervisor
This screen allows managers to add a new supervisor to the team. It collects important information such as name, email, phone number, region, and signature for verification.
Supervisor Profile - Manage
The Profile tab of the supervisor's page provides an overview of the supervisor's profile information. It includes the task distribution represented by a pie chart and a list of technicians assigned to that supervisor, with the option to add new technicians if needed.
Technician Profile
The Profile tab of the technician's page displays the technician's name and contact information. It also shows the number of completed installations, sorted by installation types. It provides convenient buttons for contacting the technician via WhatsApp or phone call.
Technician Profile - Manage
In the Manage tab of the technician's page, managers can view a pie chart illustrating the distribution of tasks for that specific technician. A list of tasks is also displayed, allowing managers to track and manage the technician's workload.
Technician Profile - Salary
The Salary tab of the technician's page shows the technician's base salary and provides options to make adjustments if necessary. Managers can also issue additional payments, such as bonuses for extra work or write-offs. This screen also allows managers to generate a salary summary for the technician.
Live Tracking
This screen displays a live map view that shows the locations of the tasks that technicians are currently working on. Managers can sort and filter the tasks using tabs, enabling real-time monitoring and coordination.

Thank you for reading

GO BACK

Optimizing Employee Productivity:
A Management Solution

All-in-One Daily Working Tool for Technicians, Supervisors, and Managers Conducting Electric Installations in Buildings.

Ready to work better?

Client

Bezeq's Subsidiary

Work

  • User Experience (UX)
  • User Interface (UI)
  • One-on-one interviews

Deliverables

  • UX Documentations
  • Prototypes
  • Wireframes
  • Assets

Client

  • Bezeq

My role

  • User Experience (UX)
  • User Interface (UI)

Work scope

  • Interviews
  • Workflow Analysis
  • Personas
  • Journey Mapping
  • Low-fidelity Wireframes
  • Design
  • UX Documentation
  • Deliverables
Modernizing workflows
for Bezeq field teams.

Bezeq, Israel's leading telecommunications provider, operates several subsidiaries that offer a variety of services. With the growing demand for fiber optic internet services, Bezeq has deployed field teams that manage and execute these installations.

The problem is, the employees all use uncomfortable and outdated tools/methods, leading to inefficiency and disability to evaluate progress. They need a centralized app that answers their needs and turns their chaotic workflow Into an intuitive experience that streamlines the entire process.

Chain of command

Each city has a manager who oversees a few supervisors. Each supervisor has a team of technicians that responsible for installations in a certain region in the city, as they try to manage tasks and resolve issues reported.

Tel Aviv
↓

Managers

1
↓

Supervisors

3
↓

Technicians

72 (24 x 3)
Current workflow analysis

I interviewed 2 leading technicians, 1 supervisor, and one manager in order to get deep insights, valuable data and to grasp the whole process for each of the personas invilved in the installation process. I examined their existing workflows, discovering their expectations, thoughts, and pain points at each stage.

Interviews

2 Technician

Persona
Technician

Scenario
Encounters a problem while installing.

The bottleneck

The bottleneck happens when technicians trying to contact and report to the supervisor but he is not available and overwhelmed by work, leading to uncertainty about how to proceed next. The resolution needed depends on the type of issue, some problems require the supervisors' attendance, while some can be fixed remotely and fairly quick, and sometimes assigning a new technician is needed.

Issue categorizing

I gave ChatGPT examples for issues the techs encounter and asked it to sort them out into categories.
This way, I can determine out what fix is usually required for each type of report. ‍‍‍‍

Access Issues:
‍Unable to enter the installation site (e.g., locked doors, restricted areas).
‍[Usually resolved quickly, with access granted the same day or being hold until granted, then reassign].

Technical Malfunction:
Equipment failure or unexpected technical issues.
‍[Hold and/or reassign].

Supervisor Assistance Needed:
A task that requires direct supervisor intervention.
‍[Hold and reassign, sometimes supervisors might need to show up physically].

Task Reassignment :
Technician is unable to complete the task due to expertise mismatch and difficulty.
‍[Reassign].

Environmental Obstacles:
Weather conditions, construction blocking access, or safety hazards.
‍[Supervisor may hold the task until conditions allow, then reassigns].

How might we
  • Streamline communication, installation and reporting process?
  • Provide clear view of tasks and priorities?
  • Offer essential progress metrics for self-assessment and motivation?

Persona
Supervisor

Scenario
Assigning task to resolving problems.

Supervisors are always busy, trying to handle many issues while figuring out how to prioritize and assign tasks effectively. They don't have an easy way to track problems, check who's available, or make quick decisions. This causes inefficiency and uneven workload.

How might we
  • Make it easier for supervisors to keep track of reported problems and resolve them quickly?
  • Help them quickly assess technician workload?
  • Provide better tools to evaluate progression/technicians in real-time?
Defining personas

In order to optimize efficiency and streamline workflows, the system is designed to support two key personas: Technicians and Supervisors. Each role has distinct responsibilities, challenges, and interface requirements that cater to their specific needs. Technicians focus on executing tasks and reporting issues, while Supervisors oversee task management, problem resolution, and technician assignments. Understanding their interactions within the system ensures a seamless user experience, reducing delays and improving overall productivity. The following breakdown details the core functions and pain points for each persona.

App golden user flow

Not every problem encountered by the technician is worth to be considered as an issue and include it in the analytics. Therefore, the flow needs to be extremely tailored to the way of working. Real issues that need the supervisor attendance or further involvement, should be confirmed and the supervisor may hold it as long as until he resolves the problem, then he can reassign back to technician to complete it.

Because there is a deadline, and some problems cause delays in

Wireframing

Design

The Technician
Choose a Task
The technician can see all the tasks that are open, reported, and waiting for fix.  
Login
Login Screen: This screen provides a secure login method for users to access the management app. By using their unique ID and password, users can authenticate themselves and gain access to their personalized account. This login functionality ensures that only authorized individuals can utilize the app's features and data, enhancing security and protecting sensitive information.
Task Page
Technicians need to prepare different equipment for each frame and/or splitter settings.
Start the Task
The technicians will have a form to fill with installations details after they start a task.
Report a Problem
If a problems occurs, the technician can send a report for the supervisor - which either addresses the problem right away or saves for later.
The Supervisor
Dashboard - KPI's & Technicians Leaderboard.
This screen shows all the current progress and segmentation a supervisor need to see in order to evaluate work efficiency.

With the data we get, we can also measure success rates and avg. completion times:
‍
Completed Tasks / Total Assigned = Success Rate.
‍
Knowing when technicians start and finish the installations, gives us the ability to calculate the average time it takes for the technicians to complete tasks.
‍
Elapsed Time Sum / Completed Tasks = Elapsed Time Avg.
Then, we can show the supervisors and managers a leaderboard of technicians.
Reported Problems
Showing 'Reassign' and 'Waitlist' buttons for each task prominently gives the feeling that a decision needs to be made for each of them and encourages the supervisor to choose if he can fix the problem immediately or else move to waitlist, so the technician will know to proceed to the next task or not.
Detailed problem page and CTA.
The task will go on waitlist automatically after sometime to raise efficiency.
Assign Technicians Screen
This screen presents a list of unassigned task locations that need to be assigned to technicians. There is an option for smart-assign, which automatically distributes the tasks based on technician availability and difficulty.
The Manager
Dashboard
Employees by area
Area/Supervisor page
Technicians List
Technician Profile
Live view