Type
End-to-End Product Design
Role
UX Designer & Mobile Support Practitioner
Platform
Android
Design Tools
Figma & Figr AI
Duration
4 Months
In the field, every minute spent waiting on a support call is lost productivity. Early in my current role in mobile support, I identified that a large portion of our support volume stemmed from preventable device errors. Call volumes revealed a critical gap in our workflow: while technicians had software training, they lacked a way to troubleshoot device-level issues independently. Compounding this friction, technicians frequently cycle in and out of cell coverage, rendering remote support calls impossible when connectivity drops.
That insight drove the creation of FieldFix—a mobile-first solution engineered to address real-world field constraints, ensure offline reliability, reduce unnecessary escalations, and empower technicians on the ground.
Problem Statement
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Existing troubleshooting documentation is text-heavy, outdated, and designed for desktop web rather than mobile use.
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Technicians lack an offline-capable tool, leaving them stranded when cell coverage drops in the field.
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Searching for solutions manually while on-site with an active customer increases repair time, stress, and task anxiety.
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The Goal : Provide technicians with a lightning-fast, mobile-native troubleshooting path that delivers accurate answers within seconds.
Constraints & Real-World Parameters
- Zero-Connectivity Zones: The app must function 100% offline using local data caching for basements, rural areas, and dead zones.
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Field Ergonomics: Must accommodate high-pressure environments, one-handed operation, and outdoor glare/gloved use.
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Seamless Escalation: Must provide an instant, direct fallback bridge to the support desk (Zinc) when automated troubleshooting paths are exhausted.
Support Specialists Perceptions
Several of my fellow support specialists expressed skepticism about introducing a new tool, believing technicians were already well-supported by phone calls, Zinc, and field managers. These conversations, however, revealed a core disconnect. While support resources existed, the existing documentation was too difficult to access quickly during live service calls. This validated the need for a solution that could provide fast, clear troubleshooting guidance directly on the technician’s phone, reducing reliance on real-time support
Project Value
Increase the number of technicians available to service customer accounts
Help technicians that cannot call or text support due to remote location and poor signal
Lower the call volume to allow support desk to focus on complex troubleshooting tickets
Design Process: Evolution & Iteration
I initiated FieldFix as a self-taught project before my formal Google UX certification. Working directly in high fidelity to learn Figma, my early design decisions relied on constant, informal feedback from technicians calling in for support rather than structured surveys. Being embedded in the support environment acted as my qualitative baseline, enabling rapid iteration based on real-world operational needs
Personas
New Tech
Recently onboarded tech who are still learning the job. They benifit from clear instruction and simplified language
Goals
- Learn company workflows and tools as quickly as possible
- Navigate apps with confidence
- Solve issues independently without needing to call support
Frustrations
- Unfamilar with limitations on a company issued phone
- Gets logged out or lost in the app menus
- Long documents / explanations
Remote Tech
Techs working in low signal areas; need troubleshooting that functions reliably offline.
Goals
- Complete tasks effectively in areas with no signal
- Troubleshoot problems without having to contact support
- Arrive on time to appointments despite distance
Frustrations
- Low signal causes app features to fail or stall
- Instructions assume constant connectivity
- Sync issues lead to lost progress
User flow
Simplicity is paramount for technicians attempting to troubleshoot without assistance. Navigation is simple and logical
Creating the buttons
Crafting distinct, high-contrast touchpoints optimized for fast recognition in the field.
Minimal Text
Rapid Scannability: Minimizes reading time so technicians can focus on physical hardware rather than staring at a screen
- Cognitive Relief: Strips away unnecessary text to prevent decision fatigue during high-stress customer escalations.
Large button navigation
Field Ergonomics: Accommodates real-world constraints where technicians are standing, working in dim basements, or holding tools.
- Error Prevention: Generous touch targets mitigate mis-taps on mobile devices in fast-paced environments
To combat 'work-phone fatigue,' I drew inspiration from modern, tactile 3D interface design. Giving the buttons physical depth made the app feel engaging, premium, and distinctively separate from standard, dry enterprise tools.
App priorities & features
Customer-Facing Brand Alignment: Adhering to corporate guidelines since the app is frequently visible to customers during live service interactions.
High-Contrast Legibility: Utilized a high-contrast palette to ensure quick visual scanning across diverse field environments, from dim basements to bright sunlight.
Centralized Broadcasts: A dedicated update feed for critical, time-sensitive operational bulletins affecting the entire field team.
Persistent Escalation Lifelines: Global support footer ensuring instant access to voice or text help from any screen in the application.
High-Frequency Pain Points: Surfacing the exact issues that most frequently trigger support calls to minimize time spent searching for answers
Colloquial Field Phrasing: Written using natural, everyday vocabulary that the technicians use in the field over corporate terminology, making problem matching instantaneous.
Semantic Visual Hierarchy: Critical tips and reminders utilize a distinct green text token to draw immediate focus and prevent costly troubleshooting errors.
Hierarchical Routing: For multi-layered issues, container cards function as interactive triggers that seamlessly route users to comprehensive, step-by-step resolution pages.
Visual Contextualization: Steps are paired with clear visual indicators to highlight critical interface elements directly on the technician’s screen.
Pre-Escalation Readiness: Prompting technicians to gather required metadata (such as Employee ID and supervisor details) beforehand to eliminate delays and streamline support handoffs.
Creating the Logo
When creating the brand for FieldFix, I wanted something that fit a corporate environment while telling a human story about the relationship between field technicians and back-end support.
The second “F” is flipped to face the first one almost like two people coming together for a handshake. I paired this with a split color palette (red for the field and green for the fix) to reinforce that collaborative spirit. After testing a few layout variations, I landed on a clean, balanced lockup that feels professional, memorable, and scales down seamlessly into a mobile app icon.
The Design System
Synthetic User Testing
The Challenge: Because FieldFix is an internal enterprise tool deployed on secure corporate work phones, traditional moderated user testing panels with external participants were not possible.
The AI-Assisted Solution: To stress-test the interface against real-world constraints, I deployed a synthetic testing framework using AI vision and custom persona prompts. I simulated the cognitive profiles of frontline technicians facing high-stress conditions (e.g., poor lighting, time pressure, and hardware fatigue).
Future Iterations
- Accessibility Enhancements: Upgrading visual elements to meet WCAG 2.1 AA contrast standards while carefully refining logo glyphs and outer glow layers to retain the app’s signature visual depth
Voice-Assisted Navigation: Hands-free voice commands so technicians can query troubleshooting steps while actively handling physical equipment and tools.
Dynamic Knowledge Base: Continuously expanding the library with new step-by-step workflows informed by real-time support ticket trends and emerging hardware.
Peer Collaboration Network: Building sharing features that allow field techs to pass along custom notes, regional tips, and localized workarounds to their broader teams.
Support & Training Analytics: Providing back-end data dashboards to help management identify high-frequency failure points and pinpoint where future training or documentation is needed.
What I learned
Designing FieldFix pushed me to teach myself the fundamentals of Figma while exploring how digital tools can solve real operational problems. Through close collaboration with frontline peers and observing the issues that frequently lead to support calls, I gained a deep understanding of the troubleshooting steps that matter most in the field. This grassroots experience ultimately motivated me to complete the Google UX Design Professional Certificate, allowing me to formalize my design process and elevate how I approach complex enterprise problem-solving.