ServCenter
ServCenter
Insights
Most of the core user experience knowledge created from working through the creation of the Agent Desktop application helped to structure Design Discovery and product validation for our light Design Thinking process developing at ServiceMaster.
We now had a better understanding of who our users were and what problems technology would solve for them. The incident reporting process for Terminix Executives down through local branches was a confusing and repetitive task. Most of the functions involved repetitive tasks and lengthy turnaround times for resolution.
Concept
Reduce time to consume customer feedback and allow for more autonomy for local Terminix branches and technicians. Connect Terminix customers and local branches and improve relationships and retention by improving modern technology. User studies from technicians and branch managers showed that they did not have a way to communicate effectively with each other and our support call centers.
Solution
Initially, we developed an MVP version for large displays to start testing with Corporate and Regional managers, allowing us to understand better how to provide the branches and technicians with communication and information. With the ongoing Design Thinking activities, we created a minimalistic application that pulled in all the data. This application is currently in production in local branches and, as of April 2019, is rolling out to Terminix Call Centers.
Additional Views
