App Creation
Define and design an iOS and Android app that will enable enteprise customers to receive notifications and update or close Service Requests.
Problem:
Business customers are slow to respond to support agents and are not closing service requests once issues are resolved.
Objective:
Create a mobile application that allows business customers to manage their service requests.
Process:
- Met with the Support SVP (requestor) to understand the need for the app, expectations, scope, and timing.
- Analysis of competitive and comparable, Android and iOS apps as well as a review of existing McAfee apps.
- Defined the app’s architecture, screen flow, and functionality based on the existing service request process, survey feedback, and competitive and comparable app analysis findings.
- Designed app concept, highlighting primary screens and functionality, for the SVP’s review and approval.
- Designed high-fidelity screens, including variations, and built a prototype for user testing at an upcoming event.
- Based on a request from the SVP to go live in 10 weeks, met with the development team to determine what functionality could be completed in the new timeframe and updated the screens and prototype accordingly.
- Created a user story detailing the app functionality/interactions and uploaded pixel-perfect Android and iOS screens to Zeplin for the development team.
- Answered or resolved UX/UI and feature/functionality questions or issues that came up during the app’s development, internal testing, and beta testing.
Results:
- ~20% of enterprise customers have downloaded the app
- Limited repeat usage
- No significant improvement in Service Request response rates or closures