Service Engineers AI Discovery
Industry
Healthcare
Client
Enterprise Confidential
Service
UX Consutant
Date
July - Sept 2024
Our health tech client is advancing its AI journey to simplify daily tasks for employees. Over 13 weeks, we analyzed processes for remote and field service engineers, focusing on information access for case resolution. We delivered a current state analysis with 500+ findings and two future state journey maps.
We began by analyzing the information architecture (IA) and user experience (UX) of 10+ internal systems used from case assignment to closure.
What we learned:
Only a few systems had content that was properly managed and regularly updated.
The primary knowledge base search provided poor results, with minimal metadata in their product catalogs.
Their primary knowledge base & product catalog were not meeting WCAG 2.2 standards for Web Content Accessibility Guidelines.
