Project summary
Team TaskCare builds custom Ticketing System Application for Migo field staff. Migo is a 'last mile' platform distributing digital products and services to emerging market consumers.
Team TaskCare builds custom Ticketing System Application for Migo field staff. Migo is a 'last mile' platform distributing digital products and services to emerging market consumers.
Migo’s disruptive online-to-offline platform delivers GB to mass market neighbourhoods 500 times cheaper than broadband. Most of the companies operation are in south east Asia, mainly in Taiwan and Philippines.
Migo's 'last mile' content distribution network uses satellite for backhaul, local "mini-cloud" servers at retail, and local WiFi transfer for end users to download content from Migo's cloud at any Migo hotspot.
A Multiplatform Software For Efficient Management Of Field Workforce & Field Service Operations
The main goal of this interview is getting information on:
Migo’s business
How 'TaskCare' is going to solve their problem
The business goals
The constrains
Myself and the Project Manager conducted multiple requirement collection meetings through Skype and we clearly documented the requirements. For better understanding they made use of a lot of flow diagrams for us to understand how their support system works.
After multiple requirement gathering meetings and flow charts we decided to make a high fidelity wireframe and prototype for Web and mobile application. Followed by which I did some testing with the migo team and got some great insights and process iterations.
Migo's content distribution network needs hotspot installation on small scale retail outlet. The installation and the maintenance are handled by the field staff. Migo’s business need an application to:
Assign tasks on installation and the maintenance to field staff
Monitor the tasks process
Moniter the field staff activity
Migo"mini-cloud" servers at retails have very big installation process, proper scheduled maintenance and reactive maintenance in case of any issue. So the support team needs to create multiple types of tickets.
Migo support team wants to assign tickets to the field employees, but they were contacted via phone to assign the task and ticket details were sent in pdf. When the scale gets bigger they would need a good solution for managing the tickets and history of the tickets
Most of the field staff are recruited from outside agencies on contract basis so there is no need for them to come to office everyday. When "mini-cloud" servers at retail store needs maintenance and installation there is no possible way to find which field staff is near to which retail store.
TaskCare as a Multiplatform Software For Management Of Field Workforce, already has the solution on the primary level for Migo’s problem but it was requested from our team to customize the solution of the aforementioned solution. The following are the proposed solution points:
I planned to show the tickets in data table because as per the user requirement per day there might be 30+ tickets so I deduced that data-table may help to provide a structured view of all tickets. The priority and status fields are highlighted with colour and icons because both are considered to be most important fields in ticketing system.
When the user is working on Ticketing system he needs to quickly have a glimpse at all the tickets so going to another page and coming back is quite difficult and annoying, keeping that in mind I decided to bring the panel with tab to show the ticket details and closure details
When the user clicks on a particular staff on the list it opens up the map with his current location, signed in location and signed up location. From here they can navigate to the other important information about the staff like the ticket assigned to the particular staff, attendance report of the staff, leaves and expenses of that staff.
Ticket details page is the heart of the application for the field staff because it gives clarity about the problem to be solved. There is a direct link to call the stores and the location link to google map for the field staff for their quick access
One of the major problems solved from the closure page in mobile app for Migo is to track the installation time of each and every step of the installation of the mini crowd server. Once they start an installation of a particular step they tap on ‘start' so the date and time of the ticket will be sent to the support team.
Migo has hired more than 30 field technicians and they are managed very well with the Taskcare application.
After this project the Migo team is very happy with the solutions provided by us and they have connected us for some other projects.
Now Migo's installation and maintenance can be easily process.
I really enjoyed working in the project - the reason being I was wearing multiple hats like Asst. project manger, Product designer and Support techsition
I learned a lot about project management and project life cycle. Requirement gathering is another important thing I learned from this Project.