From the end of February, the information you provide your customers for tracking the arrival of their technician will be clearer and easier to understand. A new design for the customer portal means customers can more easily find the information they need to feel in control on the day of service.

Map C

Clicking the link from the On My Way SMS will open the customer portal to a map, which clearly shows the location of the technician and highlights the address they are heading to.

Map

 

Across the top, the Technician name and photo are clearly displayed, along with the ETA (estimated time of arrival) and a countdown timer in minutes.

 

It’s now easier to see where to add instructions for the driver or contact them.


Clicking the speech bubble button displays the options for contacting the technician. These options are based on those you’ve chosen to provide for customers.

Job Info displays the Technician’s information and photo, including registration if available.

 

 The order details include the delivery date, address, order number and the job status.

 

The delivery progress keeps customers informed of where the job status is at and what’s still to come.

Job info

 

Contact

 

Contact information for customer support can be found in the Contact tab.

 

To contact the technician, customers can click the speech bubble which opens the communication options, letting customers text or call their technician.

 

Why switch to the new customer portal?

The clearer design of the customer portal not only looks better, but makes it easier for your customers to find the information they need on the day of service. User testing demonstrated that customer were confused about where certain information was located and missed features like being able to contact support or the technician to leave a message. Changing the prominence of these features and using familiar icons on buttons make these easier for customers to find and use.

 

Interested in finding out more about how we develop and test new features and designs at Localz? Watch out for a blog by Myka Hecht-Wendt, one of our User Experience Designers, coming later this week.

 

 

Product Update   UI   User engagement   user experience   Delivering Happiness   customer expectations   on my way   mobile workforce   Localz   field service

Related Post

Past Updates

RSS Subscription