The project aimed to facilitate field service order management and execution process by designing applications with intuitive interfaces to guide the service managers and technicians. A study of the business processes involved in field service management was conducted through secondary research. Emerging trends in the service management field were studied to understand the market requirements. The pain points and needs of the users while executing the primary activities of creating service orders based on customer requests, assigning suitable technicians and monitoring the progress and completion of the service were identified, and the problem statement was defined. The ideation phase was followed by understanding the user journey and generating concepts for design interventions to enhance the existing solutions to execute the service. Low fidelity wireframes were made, and the final designs were prototyped. The research was documented and synthesised for the design development phase, where multiple iterations of design solutions were explored within the design system of the company. Usability tests were conducted with end-users to validate the designs. Three applications were designed within the ecosystem of applications to help support the execution of service optimally for customer satisfaction, retention and loyalty.
Keywords: CRM, customer service, SAP Fiori, service management, user experience