Posted by Field service mobile apps that work well on the edge are now a necessity. Gartner predicts that 75% of enterprise created data will be generated and processed on the edge by 2025. That data will be used outside of a centralized data center or the cloud.
The increasing proliferation and complexity of field service management software demands determining the best practices for purchasing and implementing the right mobile app to deliver the impact you need on worker productivity, reducing administrator burden, and increasing customer satisfaction.
With the right planning, user interface design, and rollout and training, the investment you make in field service software will generate the returns your enterprise needs to remain competitive. These are the top three best practices for field service mobile apps.
Planning before you buy a mobile app
To plan your mobile app acquisition strategy, review your current environment and determine where improvements are needed. Consider both your business needs and the needs of your field service personnel.
From a business standpoint, what KPI’s do you need to track?
Ask the frontline personnel who will be using the mobile app what features they need. Involving them in the planning stage will help secure their cooperation. Knowing what they are struggling with will help you get the app that improves production, employee retention, and customer satisfaction.
Know what environment the mobile app going to be used in. If field service operations are outdoors in harsh environments, workers may need a ruggedized tablet. For indoor environments, their smartphone may suffice.
Here are questions that will help planning:
- Will workers be online or offline?
- Will they process work orders?
- Do they need a billing function?
- Do they need to track inventory?
- Are your service personnel always in an area that has Internet?
- If not, how does the app handle being offline?
- Does it connect seamlessly to a local area network?
- Does it store enough data to process on-site, or to be viewed or transmitted later?
If your business changes rapidly, and most do, plan to include a customization feature to make it straightforward to add new features and functionalities to meet evolving needs.
Interface ease-of-use
Simplicity is paramount.
Cluttered design or poor navigation will make the user experience less than efficient and enjoyable. Even if the app is useful and valuable, it will be an uphill battle to get workers to use it because it requires a lot of time and effort.
Screens need to be clutter-free, enabling easy navigation and making it intuitive to find answers. Users appreciate big buttons, bright colors, and easy-to-read typefaces. The primary, most often used functions need to be visible on the screen. Other, less frequently used features should be behind buttons or menus to avoid clutter.
If a screen contains too many fields, it’s difficult for field workers to enter data quickly and accurately. The interface must display well on various devices —android, iPhone, tablet, and even desktop displays.
An easy-to-use interface promotes usability and expedites learning how to use the app.
Training
Rollout and training are crucial to achieving the results you need from your mobile app. A small pilot will identify pain points before they balloon into major issues, ensuring rollout success.
The training program needs to instantly provide value for the user so that they want to learn how to use the app. Training may need to address different levels of competency in the workforce. Older workers often have more difficulty understanding how to use a mobile app than younger workers who grew up using screens.
Instructions on using the system need to be visible and easy to access on the interface. Help needs to be available instantly rather than forcing the user to search for answers. Errors need to be handled in a way that tells users what went wrong, why it went wrong, and what to do next.
The best mobile field service apps focus on the customer. Keeping your field service personnel happy makes processes more manageable and adds real value to the end customer.