This UX project focused on creating a user-friendly and efficient system for managing product service campaigns, encompassing routine maintenance, repairs, and recalls. The solution caters to three key personas: the Service Manager (campaign oversight and outreach facilitation), the Service Agent (customer outreach), and the Field Technician (on-site work order execution).

The core process involves: defining campaigns based on specific product criteria, assigning outreach tasks to service agents, guiding agents through customer calls and work order creation, enabling technicians to execute work orders and submit claims, and finally, reviewing campaign progress and outreach status.

Key Impact Highlight:

The most significant impact of this project was the successful implementation of an actionable list framework. This reusable component provided a simple yet powerful mechanism for creating and managing service campaigns. By leveraging this framework, the project eliminated the need to build and maintain a complex and potentially cumbersome criteria builder. This resulted in:

Reduced development complexity and effort: Saving significant time and resources in building and maintaining the feature.
Improved user experience for Service Managers: Offering a more intuitive and straightforward way to define and manage campaigns compared to a complex criteria builder.
Increased efficiency in campaign creation: Enabling faster setup of service campaigns, leading to quicker initiation of essential service tasks.
Enhanced maintainability of the system: The reusable component simplifies future updates and modifications related to campaign management.
In conclusion, this UX project successfully delivered a streamlined solution for managing product service campaigns, with the innovative use of an actionable list framework providing a significant positive impact by simplifying development, improving user experience, and increasing overall efficiency.