Keurig and their distribution partners deploy and maintain millions of brewers nationwide. The processes of managing this are largely manual and are hindering Keurig’s B2B growth. With the introduction of their first WIFI commercial brewer, Keurig will have the opportunity to be more proactive and efficient with how they service their customers. My role was to work with field service teams to design the iOS experience that helped field technicians install, maintain, and service their clients proactively.
Keurig provided our team with requirements and documentation on key user groups. My first task was to understand the current technician experience and identify key pain points.
Technicians need easy access to detailed information about a single brewer and the ability to troubleshoot with a customer over the phone. By eliminating wasted trips, and improving the functionality of the equipment, overall efficiency is increased.
Technicians want to view the service history of a brewer and then use that data to discuss product issues with their team.
The data on the type of coffee used in a brewer and how much it brews impacted the efficacy of troubleshooting issues.
Technicians struggled to monitor the health of a specific brewers in different locations across the country. This made it difficult for them to organize their work, including the training of staff and keep tabs on the parts needed in stock.
To understand what screens and functionality was needed at the time, I mapped out flow diagrams and vetted them with the design and engineering teams.
I used Keurig's established design system to quickly lay out the core screens. I also added mobile friendly elements, focused on iOS, since this app was being positioned for iOS devices, followed by Android at a future release.
Technicians could collect data by scanning a QR code found on every brewer or input serial codes manually to easily view key product and account details, error codes, service history, and finally, submit service reports.
Technicians could track past service details and input new information.
Technicians could now easily install new brewers and add vital account information during the installation process.
An intuitive mobile experience provided an easy way to input data that would populate Keurig's AMP database.
This design improved how technicians organized themselves, train their staff, and track necessary stock parts.
Because office managers could now precisely communicate issues when brewers experienced issues, technicians no longer needed to travel to inspect the product, thereby minimizing travel time and optimizing their routes across their teams.