Overcoming UI & Workflow Challenges in Field Operations
Our client, a leading internet service provider, relied on an enterprise mobile application to support its field service technicians. However, the outdated UI design and inconsistent navigation led to poor user experience, reduced engagement, and lower operational efficiency.
To modernize the technician experience, the client embarked on a complete app rewrite and rebranding initiative. The goal was to create a tailored, intuitive, and efficient Android application that would improve workflow optimization, navigation, and user satisfaction.
With a focus on modern design principles and a user-centric approach, Ascendion re-engineered the application to enhance productivity, streamline workflows, and deliver a seamless experience. The new app simplified task management and ensured faster job completion with improved technician accuracy, leading to higher service efficiency and customer satisfaction.
A Next-Gen Android Application for Field Technicians
To meet the client’s objectives, Ascendion developed a native Android application with a modern UI and enhanced user experience. This transformation involved:
- Revamped UI & Navigation: Streamlined and modernized the entire app design, ensuring brand consistency, ease of use, and a polished appearance.
- Task Optimization for Field Technicians: Implemented workflow sequencing to help technicians prioritize tasks, reduce inefficiencies, and improve overall job efficiency.
- Modular Architecture for Faster Development: Utilized a modularized architecture, allowing faster development cycles, improved performance, and easier maintenance.
- Advanced UI Technologies: Built using Kotlin and Jetpack Compose, enabling a dynamic, interactive, and reusable UI that enhances usability and engagement.
- Smart Data & Crash Monitoring: Integrated Quantum (a third-party SDK) for user behavior insights and Datadog for crash reporting and real-time monitoring, ensuring a smooth and reliable experience.
By leveraging modern mobile technologies and AI-driven insights, Ascendion delivered a high-performing, intuitive, and future-ready application for the client’s field technicians.
With a revamped mobile experience, the client successfully enhanced field operations, improved technician productivity, and streamlined service activations, ensuring seamless service delivery and a better customer experience.
Tech Stack: Kotlin, Jetpack Compose, Datadog, Quantum
The Results
Ascendion’s modernized mobile application delivered significant efficiency and satisfaction improvements for field technicians:
- Activation Attempt Rate improved from 83% to 95%
- Seamless navigation across app and physical locations
- Significant improvements in activation and job completion KPIs-
- Job Start: 99%
- Activation Success: 95%
- Job Close: 99%
- Field Technician Satisfaction Score increased to 4.5+
