Clarke Power Services
Clarke Power Services is an industry leader providing individual and comprehensive repairs for all makes and models of on and and off-highway trucks.
Project Background
Clarke Power Services planned to phase out use of APPX for it's invoicing platform. They wanted to build a custom web app allowing for more scalable and flexible architecture, making it easier to add new features, integrate with third-party tools, and perform maintenance and updates.
Problem Space
The product team at Clarke had a clear understanding of the current invoicing product but needed help understanding how a new app might function and what could be improved for its users across business units.
Users can see a list of invoices in various stages of the process. Data that helps users decide priority is shown in the table.
Users can view the invoice in the document viewer, enter required data and notes in the form, and send the invoice for approval.
Process
I teamed up with a project manager and business analyst to interview users across three business units — all with slightly different processes, create journey maps, identify top tasks and test high-fidelity prototypes.
Solution
Through interviews we learned that it was important not to deliver a product that didn't totally do away with patterns users were used to and relied on to do their job quickly. Based on prototype testing, we built a new web app utilizing UI patterns familiar to users and building upon them to improve previously painful processes.
Results
We measured customer satisfaction with Google's HEART framework and saw high user satisfaction scores, low error rates, and decreased time-on-task.
