The Guy qpop App
qPOP! The Guy Mobile App allows employees in the Quicken Family of Companies to quickly and simply report facilities issues via their smartphones.
qPOP! The Guy Mobile App allows employees in the Quicken Family of Companies to quickly and simply report facilities issues via their IOS/Android smartphones.
Understanding the Challenge
- To simplify the submission process for The Family of Companies to submit work tickets
- Improve quality of work tickets received by support team
- Show how Quicken Loans uses cutting edge technology
We first gathered requirements from The Guy support team. The biggest issue for the The Guy support team was the quality of ticket data, specifically, tickets not having a precise location. This slows down the process because they much reach out to the client to confirm a location, and many times the client doesn't know where they sit.
We conducted user interviews with several current Quicken Loans employees. The goal of these interviews was to get feedback on the current work ticket submission process and to try and identify pain points. Four out of five interviewee expressed interest in being able to track their ticket from start to completion similar to dominos online ordering.
We then created our user scenarios using our user research.
- Scenario #1: First-time user submits a popular ticket, without editing
- Scenario #2: Returning user creates a new ticket
- Scenario #3: Returning user re-submits an old ticket (& updates their floor)
- Scenario #4: A new or returning user submits a phone call
- Scenario #5: Returning user updates their info (i.e. phone #)
- Scenario #6: Returning user submits a ticket from an unknown location
- Scenario #7: Returning user submits a ticket w/ notes
- Scenario #8: Returning user submits a ticket w/ a photo
From the user scenarios we sketched our initial designs and slowly increased the level of fidelity with wireframes.
We decided to try and tackle the location problem by using GPS to track where the ticket was being sent. The problem with using GPS is that the data was not accurate indoors and also was not accurate in determining what floor the user was on. We then looked into Bluetooth beacon technology for indoor wayfinding. These Bluetooth beacons send out information to any phone in its vicinity. We set up a test beacon using our laptops and were satisfied with the range and accuracy of this method. The home screen of the app updated with the location name and an image of the location when you move in range of the beacon. When you submit a ticket in range of a beacon it used the location provided by the beacon.
In order to allow the user to submit a ticket with the least amount of steps possible, we decided to include a quick ticket section, that when tapped, pre-populated the issue with the quick ticket, making the submission a two tap process.
We decided against using a traditional login system as the process of signing up accounts and managing them proved to be a security concern for our Quicken Loans security team. We decided that we would prompt the user with a simple profile to fill out the first time they open the app. This profile data would then be saved locally to the phone.
After the initial sketches/wireframe, we began to focus on the specific UI requirements for working in IOS and Android. Because we were building an IOS and an android app, we wanted each version of the app to share the same visual language but follow the best practices and conventions specific to each platform.
The IOS version uses a tab bar at the bottom for navigation and features a "create a ticket" icon in the top right corner following the IOS guidelines and common convention. The android version follows the material design framework, which means its "create ticket" icon is floating between the quick tickets and the location display.
2,000+ downloads of IOS/Android Versions in first 3 months.
What I Learned
Receiving early feedback and working closely with our engineers helped to get in front of the location problem before we took our designs too far. It's important to consider the technical limits you might face when designing an app, especially when you’re dealing with newer technologies such as IOT. We were also unable to move forward with real time work ticket tracking because the current ticketing system api did not support this communication in the api.
Although we had initial success when launching the app, we quickly ran into issues because of the way the app needed to be distributed. The app was needed to be downloaded from our internal site and not an internal app store or one of the official app stores. This meant we couldn't push updates to the app without requiring everyone to head back to the site and re-download the APK. When designing a service, app, or website is important not only to think about the product, but also think about the experience for users to obtain or maintain the product.