An international service company relied on paper in a workflow used by field staff. I clarified the needs with the customer and led development of a mobile solution that transferred the information into the company's system. The work depended on understanding both the employees' daily tasks and the integration behind the screen.
The workflow before the app
The need was not simply to replace paper with a screen. Service staff had to be able to work on the move, and the information then had to flow into the customer's system without a separate manual transfer.
My role between customer and developers
I owned the customer dialogue and the responsibility for clarifying the needs. I led the development of the mobile service process, while the customer's managers made their decisions and led their own staff. We had to agree on what the solution should do, how it should fit the existing business, and when a decision needed clarifying across the two organisations. That shared understanding was necessary for the developers to build something that made sense in practice.
Mobile delivery and system integration
The result was a mobile workflow that replaced paper and transferred information into the customer's system. The outcome shows how I connect users' daily work with system integration in one delivery.
When a service process is digitised, it is easy to focus on the app alone. The real value lies in people being able to complete their work and in the information reaching the right place. I have experience in bringing decisions together between the customer and the development team, taking responsibility for expectations and helping the specialists move forward on a clear basis.
For a new employer with technicians, fitters or other field staff, that experience may be relevant. I will start by understanding today's workflow, the existing systems and the people who will use the solution. Then we can decide which technology actually solves the task.
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