HCLTech: Locomotive Maintenance and Management | Web App

INTRO

Client Overview:

‍Our client, a leading railway company, faced challenges in efficiently managing their shop operations. With a diverse fleet and a team of skilled craft personnel, they needed a robust solution to streamline maintenance workflows and improve overall operational efficiency.

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Challenge:

The client's existing shop management processes were complex and often led to inefficiencies in task coordination and resource utilization. Paper-based systems and disparate software tools hindered real-time tracking and reporting, impacting the fleet's maintenance schedules and overall performance.

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Solution:

Implementing the shop management feature provided a modernized platform tailored to the specific needs of Shop Managers and Craft Teams. This comprehensive solution integrated seamlessly with their existing systems, leveraging a user-friendly interface.

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Results:

‍1) Industry-first Implementation: This groundbreaking capability introduced a new standard in locomotive fleet management, unmatched by existing practices in the industry.

2) Accurate Visualization: This feature displays the precise positions, statuses, and detailed information of more than 100 locomotives across 2 shop locations.

3) User Enthusiasm and Adoption: A first in the railroad industry, generated considerable enthusiasm among high level management, eager to implement it across all operational sites beyond initial 2 pilot locations.

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Role:

I supported the desktop web application team.

‍1) Helped design and deliver various shop locations schematics.

‍2) Helped design new features based on Business and PO feedbacks.

‍3) Helped with series of redesigns of the current system based on business feedback and user needs.

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PART 1 - EMPATHIZE

UX Process:

The client for this project employed a Dual Track agile methodology encompassing both Discovery and Delivery phases. Our objective was to conduct thorough upfront activities such as extensive research, interviews, customer journey mappings (CJMs), low-fidelity designs, information architecture development, and user testing. This approach ensured alignment and obtained approval from key stakeholders including upper management, product owners (POs), and technical architecture teams.

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01. Primary Research

Interviews

We conducted series of interviews with POs and people from Locomotive Shops

We learned ;

1) The current system they use is outdated

2) The system does not reflect the accurate shop layout

3) Users use big boards to hand draw accurate shop layout

4) Overall, the current system creates unwanted user errors

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02. Secondary Research

We conducted literature review to find a way to answer to our user needs as well as the business needs.

PART 2 - DEFINE

Persona & Customer Journey Map

The team developed various personas and journey maps based on the user interviews and business strategy.

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PART 3 - IDEATE

Business Requirements and Early Functionality

We had series of acceptance criterias that helped with the user task flow and functionality.

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PART 4 - Prototype

We leveraged iterative design and functionality updates to enhance the main flow of the locomotive maintenance web app. Collaborated with PO, backend and UI development team to refine initial designs and streamline user interactions.

PART 5 - Test

Throughout the development of these applications, we engaged extensively with end users through multiple sessions.

‍We;

1) Facilitated remote interviews via team calls when in-person meetings were impractical.

2) Documented existing workflows to understand users' day-to-day operations and application dependencies.

3) Collaborated closely with SAP technical architects to develop and refine proposed workflows.

4) Conducted on-site sessions at shops in Alabama and Tennessee, and at the main office in Georgia to gather user insights.

‍Outcome;

1) Gained deep insights into user behaviors and challenges, informing more empathetic and effective design decisions.

2) Obtained valuable user feedback on usability issues and refine designs based on user experiences.

3) Identified opportunities for streamlining workflows and improving user experience through informed design decisions.

4) Fostered a shared understanding of user requirements and technical constraints, leading to seamless integration of UX and technical aspects in workflow design.

PART 6 - REFINE

01. Visual Identity

While the client possessed an established brand identity, our assessment revealed inconsistencies within the application elements. We conducted an audit to identify these discrepancies and subsequently harmonized the brand identity by implementing cohesive and refined designs.

02. High Fidelity Screens

We handed over 300+ screens by the end covering the main application and the new feature shop management.

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03. Feedback

1) “UX designers do a great job putting the user first in their design approach to SP&E, in particular the work done on [Locomotive Management]. Meetings with stakeholders was instrumental in learning business needs and implementing designs with form and function in mind. Within the team, changes based on user feedback created many discussions on possible solutions, and the UX group did a good job vocalizing the user’s pain points to come up with workable solutions.“ - PO, Engineer Digital Technology.

2) “Since joining the team back in july the UX team have been nothing but fully receptive to me joining. They are excellent to work with and are receptive to all discussion ideas. Look forward to what the team can accomplish om 2024 and look forward to working alongside with the team." -PO, Engineer Digital Technology.

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3) “I am really happy with the designs of the UX team, their drive and ambition. Everyone of them are great and fit well within our team. I am happy with what you all are doing, and I have no complains..." -Manager, Info System Development.

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