Customer Crew Connect (C3)

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Connecting our field workers directly to our customers via the outage map on SCE.com, while saving time spent on communication to dispatch and other crew members.

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My Role
UX Lead, UX Researcher

Deliverables
Wires, Mockups, Prototypes

What I Liked

  • Our adoption rate, which was an early concern.  But the initial pilot launch, other field workers and supervisors heard about it and were unsolicitedly asking for the app before their scheduled rollout.  The app provided functionality and ease of use.
  • The app saved its users 2 to 20 minutes each update, by eliminating calls and texts to dispatch and crew members.  And the info to the customer was more accurate and timely.
    Working with our developers who made the designs happen, despite some of the challenges I presented to them.
  • Planning and facilitating the user interviews before and during the design phase, as well as the user feedback sessions.

The Outage System

The first step of this app took place when I still worked at POSSIBLE, where I led the design of enhancements to the outage map.  We created an ‘outage card’ that prioritizes the information that customers need when in an outage, or when planning for one.  The statuses of the field crews, via the C3 app, would feed the outage map.

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The App

The more robust version of the C3 app, the supervisor view, allowed supervisors to know their crews’ statuses instantly, taking place of numerous calls, text, and of course, the wait until those messages were returned.  They could check on their own crews, those of contractors working for SCE, and they could also check the status of any active outage.  They could also update their crews’ statuses when crews couldn’t.

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The Result

We saved anywhere from 2 to 20 minutes for each field update.  Additionally, our adoption goals were easily met, as the C3 app proved to be popular.  It was initially rolled out to a small pilot group, but as word got out about the app, our field workers and supervisors had been requesting the app, forcing a wider rollout. 

Michael Blaser

User Experience

mike@mikeblaser.com