TechMobile Refresh

At a glance

The problem

Spectrum field technicians used an Android app whose complex information architecture and unintuitive workflows made work in customers’ homes harder than it needed to be. The design lead’s case study reports that technicians often turned to tribal knowledge or a support hotline to close a job.

Mike’s role

Mike was UX Product Lead on the TechMobile Refresh. He led the overall program scoping strategy and kept research, design, business partners, engineering and the development partner moving together. A lead UX researcher led the research, and a design lead led design.

The approach

One integrated team adapted the Agent OS research and sprint process for Agile delivery: research-led scoping, field research with technicians, and design sprints with usability testing before handoff to development.

The outcome

Director-reported program measures show Job Close Success and Activation Success rising and Calls per Work Order falling. They came alongside broader product, process, backend and organizational changes, so they reflect the program as a whole.