Field Ticket Application
User Experience for field service professionals
This app eliminates the paper, simplify processes, and significantly reduce the administrative load for Oil and Gas companies.
Oil and gas companies use field tickets to keep track of everyday operations. Every small transaction needs a field ticket to document it. Leading to hundreds of tickets to process before the creation one invoice.
Strategy: Mobile first approach for adaptive enterprise app
Methodology: Product Development & User Experience Design under Agile Development
Tools: Affinity Designer, ConceptBoard, Proofme and Invision
Field tickets are paper and as every piece of paper, a lot can go wrong with it. A paper-based process often invites missing, inaccurate, and illegible information. The paper itself can get lost, get pushed aside or modified to record false information. Paper is expensive to route from person to person.
Processing paper documents do not add value or produce profits. Paper reduces the company’s ability to plan for the future in competitive markets. Information arrives late and in slow drips.
User requirements and discovery
We used the Value Proposition Canvas as a framework for the development of this product’s user experience.
Oildex lined up partnerships with third-party companies for the development of this product. These partnerships meant to us simplified access to users and testing prototypes. And for them, it was an opportunity to participate in the development of a user experience that really captured their needs.
User research included conducting user interviews, meeting with stakeholders and group sessions. I organized the information into three categories: jobs, pains, and gains. Also detected five different personas and one age-based variation.
Summary of roles
Field Operators (Primary User)
Their job is verifying and signing off on service work performed. Approvers check if the work matches the ticket and codes for invoicing. They also verify and reject tickets if there is illegible or inaccurate information.
The accounts payable department checks that submitted invoices match the ticket information. After the lengthy review process, they need to judge who to deal with exceptions. This means using up more man hours and valuable resources to correct errors.
For suppliers, slow paper processes impact their processes. Charges that do not match agreements hurt relationships with buyers. Also, chasing approvers for coding and approval is a nightmare.
Executives need to make decisions and move forward with operations. They need to deal with risk and return of investment. If the information is lacking or opaque, planing becomes guesswork.
Personas for users working on mobile
Ken / Well site manager / Old Guard (Buyer)
Ken, 63, Civil Engineer
He is one the last active members of the baby boomer generation, 1946-1964, he has seen his coworkers getting retired and/or moving to other occupations. Even himself had retired, took another job but got recruited by an Oil & Gas company again (after turning them down several times) .
Excels in difficult situations, stressful environments, being able to lead diverse teams in different cultural environments. If you ask that question right off the bat, he might articulate something like: I have a bunch of people, doing a bunch of things, and I am the guy that makes sure nobody gets killed and things get done.
He works two weeks cycles, first-weekday shift, second weeknight shift 12 hours days. Basically, they are working half the time outside they circadian cycles, which means long-lasting repercussions in their health and psyche.
Will / Well site manager / New Guard (Buyer)
Will, 32, Chemical Engineer
For Will, his education was a shortcut for becoming a manager while he is still on his thirties. A degree in Chemical, Civil or Petroleum engineering cut around 9 years of experience in the field preparation, but he is not new to the field, he started working in oil patches while studying and kept doing it coming out of university. This position requires continuous learning. For him, relationships between co-workers and partners are based on trust. It does not mean there is lack of friction, but the at the end what counts is if this person is “solid” (reliable). While on the field, his goal is to keep everybody safe while meeting the goals of the project.
No work/life balance, his routine might go from one extreme to the other with little or no space for adjusting between these two.
John / Field Services Representative (Supplier)
John, 27, Technical Diploma
He is expected to do small repairs, maintenance and offer technical support for the products they deliver. He also acts as a communication channel between the site manager and the company they represent. They are asked to keep accurate record keeping, process their paper work, possibly keep a journal and offer service reports. His level of authority and capacity to negotiate might depend on the size of the company. They are commission based, so they need to meet their targets and accommodate to monthly goals.
He is commission based, so he needs to meet his monthly goals. John is used to working in harsh environments, and drive long hours in difficult driving conditions. He plans to keep working for 2 or 3 years and moving on to do something else. He is assigned to a territory and needs to develop personal and professional relationships with people in the field very quickly. have multiple work areas, a desk at an office, doing phone calls while driving, and finishing reports at a home office. VALIDATE: He needs to be connected all the time, posses a laptop and multiple mobile devices from the company. Maybe the inside of his car/truck is full of invoices, marketing material, tools, replacement parts, garbage from drive through restaurants and multiple chargers.
He has multiple work areas, a desk at an office, doing phone calls while driving, and finishing reports at a home office.
Overall workflows and tasks
While working on agile development it is always good to have an overall idea of the product before creating and assigning user stories. This diagram shows how the whole system works from the buyer’s side of the application.
Zooming on the general workflow for the buyer
This area is where the buyer most likely will spend his time while working on mobile devices.
Designing the interface
This flow illustrated show the user creates stacks, manages and visualizes field tickets.
Prototyping the user experience
If you want to learn more about the project, please watch this video.
About this company:
OpenInvoice helps organizations reduce payables cost, increase spend visibility and improve spend control. OpenInvoice is part of Oildex. Oildex offers premier cloud-based oil and gas accounting software with workflow automation and electronic document exchange designed specifically for the oil and gas industry.