Johann Bier Tech Review: Support & Status
Sequin Financial
Redefining User Experience to Boost Retention
and Financial Literacy
Product
Agriculture Software
Product
Agriculture Software
Team
Dev Lead
UX Lead
UX Designer
UX Researcher
UX Writer
Validation Engineer
Verification Lead
Product Marketing Manager
Product Support Rep
Product Manager
Data Architect
System Architect
Team
Dev Lead
UX Lead
UX Designer
UX Researcher
UX Writer
Validation Engineer
Verification Lead
Product Marketing Manager
Product Support Rep
Product Manager
Data Architect
System Architect
My role within the team:
UX Designer
My role within the team:
UX Designer
Background
In the context of this case study, Johann Bier, the company where I was employed, stands as a worldwide leader in manufacturing agricultural, construction, and forestry equipment and solutions and their main software is called Ops Center.
Ops Center has evolved into a comprehensive "one-stop shop," with earlier software making a shift towards integration within Ops Center.
During my time at JB, I executed tasks that catered to customers owning JB tractors/machinery as well as dealers
In the context of this case study, Johann Bier, the company where I was employed, stands as a worldwide leader in manufacturing agricultural, construction, and forestry equipment and solutions and their main software is called Ops Center.
Ops Center has evolved into a comprehensive "one-stop shop," with earlier software making a shift towards integration within Ops Center.
During my time at JB, I executed tasks that catered to customers owning JB tractors/machinery as well as dealers
In the context of this case study, Johann Bier, the company where I was employed, stands as a worldwide leader in manufacturing agricultural, construction, and forestry equipment and solutions and their main software is called Ops Center.
Ops Center has evolved into a comprehensive "one-stop shop," with earlier software making a shift towards integration within Ops Center.
During my time at JB, I executed tasks that catered to customers owning JB tractors/machinery as well as dealers
Problem
Customers face challenges in ascertaining the warranty status of their equipment, and encounter difficulty locating information regarding recalls and manuals for their devices.
Customers face challenges in ascertaining the warranty status of their equipment, and encounter difficulty locating information regarding recalls and manuals for their devices.
Customers face challenges in ascertaining the warranty status of their equipment, and encounter difficulty locating information regarding recalls and manuals for their devices.
UX Design Goals
Recalls, warrantied and Manuals
Providing important information to users upfront, so that they can make informed decisions about equipment maintenancw=e and repairs
Improving user trust by proactively informing them about any potential issues
Bridge the gap of experience for those who come to Equipment from Property Center
Providing important information to users upfront, so that they can make informed decisions about equipment maintenancw=e and repairs
Improving user trust by proactively informing them about any potential issues
Bridge the gap of experience for those who come to Equipment from Property Center
Our journey started with an UX Audit, stakeholder and user interviews, uncovering insights into both business goals and user pain points.
High Level Overview
Show recalls, warranties, and operator's manuals within Equipment Details.
Move "Modem Status History" to the current status selection.
Simplify tab names and reduce the need for scrolling
.
Show recalls, warranties, and operator's manuals within Equipment Details.
Move "Modem Status History" to the current status selection.
Simplify tab names and reduce the need for scrolling
Show recalls, warranties, and operator's manuals within Equipment Details.
Move "Modem Status History" to the current status selection.
Simplify tab names and reduce the need for scrolling
Feature Scope
Show Recalls
Show Warranties
Show link to Operator's Manual
Move Modem Status to Info tab
Shortened tab names
Shortened General section
Verified SN indicator and filter
Remove Recall link
Show Recalls
Show Warranties
Show link to Operator's Manual
Move Modem Status to Info tab
Shortened tab names
Shortened General section
Verified SN indicator and filter
Remove Recall link
Technical Scope
Task Breakdown:
1. Implement UI changes for the new Info and Support tabs.
2. Utilize APIs to fetch warranty and recalls data.
3. Assess the necessity for new APIs.
4. Evaluate the impact on public APIs, considering additional embedComponent usage.
5. Conduct a security review.
Task Breakdown:
1. Implement UI changes for the new Info and Support tabs.
2. Utilize APIs to fetch warranty and recalls data.
3. Assess the necessity for new APIs.
4. Evaluate the impact on public APIs, considering additional embedComponent usage.
5. Conduct a security review.
Technical Risks and Debts
Risk 1: Reliance on License Manager Back-End Dependencies
Risk 2: Reliance on License Manager Integration with License Emitter
Risk 1: Reliance on License Manager Back-End Dependencies
Risk 2: Reliance on License Manager Integration with License Emitter
Verification and Validation
Early Product Validation with Mock-ups: Successfully Completed
In summary, the concepts received positive feedback from both users and dealers.
We conducted interviews with three agricultural customers and three dealers.
The co-op test and feedback are scheduled for July 23. Customer feedback is documented in a shared PowerPoint presentation. The verification test plan will be initiated after the coding phase is complete, and its progress will be tracked in Rally.
Early Product Validation with Mock-ups: Successfully Completed
In summary, the concepts received positive feedback from both users and dealers.
We conducted interviews with three agricultural customers and three dealers.
The co-op test and feedback are scheduled for July 23. Customer feedback is documented in a shared PowerPoint presentation. The verification test plan will be initiated after the coding phase is complete, and its progress will be tracked in Rally.
Support a Diagnostics Strategy
Product Team Review Agenda:
1. Provide a summary of the theory of operation for new features before the release.
2. Discuss trending DTAC
cases, issues, and feedback items post-release.
3. Update the publication of the Online Support Help file.
4. Coordinate feature messaging and timing.
5. Ensure alignment between Tactical Marketing and Product Support in feature messaging and timing.
Product Team Review Agenda:
1. Provide a summary of the theory of operation for new features before the release.
2. Discuss trending DTAC
cases, issues, and feedback items post-release.
3. Update the publication of the Online Support Help file.
4. Coordinate feature messaging and timing.
5. Ensure alignment between Tactical Marketing and Product Support in feature messaging and timing.
Supply the global support center and tier 2 with resources and training materials, including:
- Updates for help documents
- Release notes
- Tactical Marketing Bulletins
- "Ask-The-Expert" recorded sessions
Supply the global support center and tier 2 with resources and training materials, including:
- Updates for help documents
- Release notes
- Tactical Marketing Bulletins
- "Ask-The-Expert" recorded sessions