01. Research & User Journey
01. Research & User Journey
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The basic concept of the Remote Assistance app is to solve a problem requiring a person to present it on-site. Basic requirements of this concept received from Reliance Oil & Gas, Jamnagar plant.
Later during interviews with BPCL, Ola, Indigo Airlines etc to understand the market requirement got more insights.
Company: Reliance Jio Tesseract
Client: Reliance Jamnagar Oil Refinary
Role: UX Research & Design, UI Design, Usability Studies
Team: 1 UX, 2 UI including myself, 2 backend Dev, 3 Unity Dev,
2 Android Devs
Hardware: JioGlass (Mixed Reality Headset by Jio), Realwear
Duration: 16 Weeks
Project Overview
Project Overview
For front-line technicians, job completion time increases when they need support from their in-office support team. This happens as technicians have to stop their work, call up their support team & execute the steps as given. Due to the use of the phone, the technician one hand is engaged in using it. This slows down their work & adds to the job completion time. This increase in job completion ultimately decreases a company's ability to resolve the number of such front-line tasks, which will cause their CSAT or maintenance metrics to go down.
The objective of ERA is to provide a solution by which front-line technicians can collaborate, work together, and get the required live support from the support team & this will not increase their job completion time. In fact, with time the job completion time will decrease.
Process
Process
Early Market Research
Qualitative Research
Persona Mapping
IA & User Journey
Product Ideation
Low-fi Wireframes
Visual Designs with Prototype
Usability Planning & Conduct Tests
Secondary Research
Secondary Research
Based on the brief I received from sales and other stakeholders like a few clients regarding the Remote Assistance concept, I have done some initial research with the team and created a quick document on what are current solutions available in the market. These are later validated by the sales team who have gathered the requirements. Based on this decided to come up with a Qualitative Research plan to validate the data as well as understand user needs for better solutions.
Primary Research
Primary Research
Based on the Secondary Research, I have created a brain dump sheet to get key points from Qualitative Research. I got an opportunity to conduct interviews with Reliance Jamnagar Oil Refinery Engineers and participants from other departments to understand how their work is planned and how they handle any emergencies. Following to this got an opportunity to talk with participants from Skoda, BPCL, and one local internet provider from the rural area.
From the interviews, I got some more insights into how these industries work inside factories and how they handle any emergencies. So based on the information I received, created a quick document with the Product Team so that they can keep these notes while building the product.
Current Process
Current Process
User Words
User Words
Problem Statement
Problem Statement
The Jamnagar refinery in Gujarat, India, owned by Reliance Industries, began in 1999 with a 668,000 barrels per day capacity, now expanded to 1,240,000 barrels per day. Covering 7,500 acres, it's the world's largest refinery, with various facilities and a township.
The extensive pipeline network from north to south everyday Field Technician travel to every area of the plant for Work Orders. Not all the plants have digitized checklists or work orders.
Currently technicians can only manage 3-4 jobs daily as they won't get live support on time to time due to technical limitations.
In some of the plants, the Technician uses ATEX phones but again he occupies the Technician physically while performing a Work Order.
Based on scenarios when the Technician needs help... either they need to call the SME to the office or the SME has to travel to the plant to solve the issue. This leads to the incomplete Work Order due to the unavailability of an SME on time or a huge delay in completing the task.
Actual Role & Responsibilities
Actual Role & Responsibilities
Below are the current roles at Jamnagar oil refinery and their responsibilities.
Remote Assistance Role Detailing
Remote Assistance Role Detailing
Interaction Method for Field Technician - Voice
Interaction Method for Field Technician - Voice
During the research phase, the technician's hands are always occupied during maintenance. Whenever they face any issue, they need to refer to module guildline papers or have to call an expert via mobilizer phone which leads to delays in the completion of the job. So we have come up with the voice command option which will be integrated into JioGlass so that while performing the job, the technician won't waste time in paperwork or holding a mobilizer while interacting with an expert.
Key Journey between Expert and Technician / IA
Key Journey between Expert and Technician / IA
After confirming the Roles & Permissions from the Product and Stakeholders, have started deciding on touchpoints that need to be used during the entire Remote Assistance process. Here are some of the early brainstorm about touchpoints and purpose for specific activities.
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