Terminix Service Application Improvements
Terminix Service Application
Gather Requirements
Terminix was in a severe dilemma and critical turning point with pre-existing technology and its primary service application branches used to conduct service product applications. Anyone working on this project has to work in complete isolation and cannot have any access to the current digital app due to legal agreements with the third party who created the present application. I was responsible for developing a working relationship with branches and service technicians. And build out research plans and gather data without exposing any information that would cause hardship for Terminix. The deadline for a practical application in the field was only six months. The following content outlines a high-level overview of how this was accomplished through engagement with Branch Employees, Internal Teams, and occasionally Terminix Customers.
Insights from the Field
By year two and entering year three providing UX and Interaction Design support for ServiceMaster. I learned where to improve in the Design Discovery and Design thinking process while developing a tiny UX department. Terminix was getting ready to retire a service technician's handheld devices used in the field for conducting a variety of procedures. Our project was to build out a mobile application within six months. Individuals involved in this project were required to work in isolation and could not access any current applications used by service technicians.
I decided to embed myself and work for six months in one of the Terminix branches in Marietta, Georgia. I also worked remotely with other branches to gain observations and insights to help brainstorm activities better. The ride-alongs to observe the process of Terminix services, the better chance we have to build the right product.
I decided to embed myself and work for six months in one of the Terminix branches in Marietta, Georgia. I also worked remotely with other branches to gain observations and insights to help brainstorm activities better. The ride-alongs to observe the process of Terminix services, the better chance we have to build the right product. The two screens below are from the inital app the improvements would be applied to.
User Interviews and Observations
Throughout six months, every other week, I spent 2-3 days in the field or working with branch managers and observing and collecting audio, video, and photographs. I transcribed the audio using a fantastic online / app called Otter.ai, which made the research and discovery phase much more efficient.
Considering that the UX team was just myself, I had to wear many different hats throughout the Design Thinking process.
Solution
Within six months, we created deep empathy for our end users. A better understanding of how service visits needed flexibility and autonomy for Terminix technicians. Where service visits were not always a linear process, and allowing the technicians the capability to modify and move freely through an application was imperative.
Within six months, we created deep empathy for our end users. A better understanding of how service visits needed flexibility and autonomy for Terminix technicians. Where service visits were not always a linear process, and allowing the technicians the capability to modify and move freely through an application was imperative.
Collection of UX/UI MOckups and Adobe XD Design System
