CAT INTERACT
I completed this project on a team of three UX Design students, including myself, participating in the Caterpillar World Usability Day challenge. In this project, my team and I communicated with UX design leaders at Caterpillar throughout the process of ideation, testing, and prototyping, working to improve Caterpillar’s service management system.
Timeline:
September 2022 – November 2022
Project Goal:
Improve Caterpillar’s service & repair management system.
Software:
Figma, Microsoft Teams
THE PROBLEM
Caterpillar dealers work with customers on millions of service repair / maintenance events every year. These machines are necessary business assets to Caterpillar customers – every moment spent without operational equipment equates to sizable financial losses for a business. Currently, the path for dealers to initiate and track new service requests are fragmented, inefficient, and disorganized, causing the customer experience to suffer and unnecessarily extending the length of service repair engagements.
THE CHALLENGE
Our task was to create a software platform for dealers to record, manage, and facilitate communications for service engagements. The platform needed to integrate the customer’s preferred communication channel seamlessly into the dealer’s workflow, including not only basic text messages but also documents, photos, videos, quotes, and other relevant information. Finally, the platform needed to store all communications for the engagement from the first contact through invoicing for completed work.
FINAL DESIGN
This dealer-facing service management system allows Caterpillar dealers to quickly and easily view all active work orders. The filtration options at the top of the menu allow dealers to hone in on specific kinds of work orders and details about them. This also allows each user to sort their workload in the way that best suits their workflow. Communication with customers is integrated into the work order itself, allowing customers to send materials through the convenience of their chosen mode of communication. All materials that are sent will be sorted by the dealer’s system, doing away with the days of switching back and forth between communication systems.
FINAL DESIGN
This dealer-facing service management system allows Caterpillar dealers to quickly and easily view all active work orders. The filtration options at the top of the menu allow dealers to hone in on specific kinds of work orders and details about them. This also allows each user to sort their workload in the way that best suits their workflow. Communication with customers is integrated into the work order itself, allowing customers to send materials through the convenience of their chosen mode of communication. All materials that are sent will be sorted by the dealer’s system, doing away with the days of switching back and forth between communication systems.
USER TESTING ON WORLD USABILITY DAY
For this project, my team and I had the opportunity to test our prototype in Caterpillar’s Peoria, IL design laboratory. Using feedback from this session, we rapidly adjusted our original design in the short window of time before our final presentation to our mentors at Caterpillar. In this meeting, we presented our original designs, findings from testing, and newest iterations.
