Build Audits Case Study

This case study focuses on a feature implemented in a SaaS workflow platform for a large scale telecommunications company, supporting a nationwide fibre rollout valued around £5 billion.

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Details

Timeline discussed in this case study: 8-10 weeks for V1 and V1.5
My Role: UI/UX Designer with service design and product design

Background

Build Audits is a feature built on top of a SaaS workflow tool for a large telecoms enterprise. The workflow tool was built in order to manage the coordination of events and sequence of tasks for a £5 billion rollout of network fibre.
Build Audits helped teams verify that the fibre network built met the standards set by the company.

Key Metric

Able to cut audit time by 60% to 70% and improve task completion rates from the initial design.

Build Audits at a glance

The Build Audits feature was split into four main main parts:

Build Evidence

Field engineers submit evidence of the work done in the field.

Build Audits

Auditors review the evidence submitted through the workflow portal.

Rework

Rework is assigned to relevant parties if required.

Downstream Teams

Other teams can have a view of the work done and act accordingly.

Personal Takeaways

This is a small part of the many things i did on this project but I wanted to showcase this feature as it led me to 2 things which i have added to my mental model arsenal. They are:

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The Hypotenuse Principle

States that the shortest distance to an outcome is often the best user experience. In this case the field engineers really cared about doing the audits as fast as possible and catering to that provided a good experience.

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Design for Scale

When prototyping, it is often easy to give examples that fit within a demo, but thinking about the user experience when there is a lot of load on the system is also crucial.