Total ProductView

 

Background

PROBLEM STATEMENT

  1. When customers are seeing, or perceive to have reliability or performance issues with Honeywell product, they make an inquiry to anyone and everyone they have access to at Honeywell. This launches a flurry of activity to respond and commonly takes days-to-weeks to provide an answer as data from across the industry (fleet-level) needs analysis against historical data from the customer (account-level).

  2. Customers frequently hold supplier-performance reviews that require in-depth preparation; analysis of fleet-level and account-level historical reliability and performance reports that can take days-to-weeks to prepare for.

MY ROLE & WHAT I DID

Answer the CXO’s call for help to investigate the problem. Perform user research and insight analysis and partner with subject-matter-experts in (SME) in Engineering and Customer Support to translate those insights into a value proposition and frame the opportunity. Conceptualize the opportunity and work with CX Org stakeholders to fund. Collaborate with IT development via agile (Scrum) to develop and deploy the tool.

Performed user research, IA, and sketching to facilitate discovery and concepting; performed concept testing, IXD, and final visual design in development.

TPV team.png

Solution

Reduce all the manual and labor intensive work of cross-referencing fractions of product performance located in desperate databases and automate it. Identify those performance attributes customers care about and create a holistic view of Honeywell product performance.

Enable customer-facing individuals and teams a tool for rapid reactive and proactive response and reduce weeks of preparation to minutes.

USE CASES

“My response back to the customer is meaningless unless I can frame it in context of what they are seeing.”
— Research Participant 2 (P2)

The Reactive use case is built around customer-generated inquiries into product performance & quality

The Proactive use case is built around Honeywell’s preparation for upcoming supplier reviews with customers AND for identifying performance issues prior to customer complaints.

PRODUCTION DESIGN

OUTCOME

In 6mos we turned $85k in RDE into $1.2M/yr in operational cost-avoidance by cutting response time by 90% (avg. 1 day vs 10), user effort by 86% (1 DB vs 7).