Tecnidelta: Android App for Coffee Machine Assistance
Designer at DRI, 2012
Entrusted with: Android app's architecture and process design, interaction design, icon design and user research (which included stakeholder/user interviews and journey mapping)
Worked with: end-users (field technicians), back-end developers, project manager, and client stakeholders
The Tecnidelta company is part of the Grupo Nabeiro Delta Cafés, operating in the equipment sector, services for hotels, catering, and food distribution. Specifically, it commercializes coffee machines and grinders, and offers technical assistance services for those types of equipment. It provides nationwide assistance in Portugal, with around 8 contact center agents and 20 technicians.
DRI was called in to solve a few problems: a contact center running on Excel and sticky notes; and a profound lack of knowledge about the work done by technicians. The solution architecture was based around the integration of the existing SAP installation (billing and ERP) and a new SugarCRM instance (contact center, business and web processes), as well as a custom Android app for the field technicians (parts inventory, geolocation, feedback, work orders and billing).
I was entrusted with the Android app's architecture and process design, interaction design, icon design and user research (which included stakeholder/user interviews and journey mapping).
Application Task Flow
From wireframes to final implementation