Moving Van Bekkum into the digital age
Van Bekkum, a 100-year-old family construction company, needed to digitize their service request process, which relied on printing and manual handling. I was tasked with creating a new mobile and desktop application to streamline this.
Skills
Research
Design
Interviews
My Role
Design lead
Project manager
Timeline
1 months
Team
Eward de Vos
Problem
Van Bekkum's existing method required customers to submit service requests via a web form, which were then manually sorted, printed, and passed around.
Additionally, keeping track of all the paper was challenging, leading to inefficiencies in reaching the appropriate service mechanic.
Research
I started by interviewing the employees handling service requests, including technicians, sorters, and printers.
Creating a clear MVP.
During my talks with Van Bekkum I noticed some members of the team were enthusiastic to implement features such as a PDF reader for external documents or ChatGPT, but it was also important for them to keep cost reasonable.
To create a clear MVP, I used the MoSCoW prioritization method to prioritize features into a requirements list.
Design process
With the gathered requirements, I had a solid foundation to kick off the design process, which went like this:
- Create wireframes or design layout
- Present designs or prototype to the Van Bekkum Team
- User test with service request employees
- Record user tests and gather feedback, implement.
- Repeat
Van Bekkum also had access to the Figma file, i used this to add comments so that could gain insight in the features i added.
Highlights
Easy navigation between service request with the sidebar
Notifications panel where all new service request or updates can be found.
Communication with co-workers or subcontractors within service request
Mobile application with voice memes, filters options and more.
Project learnings
- The importance of user feedback was reaffirmed, as it significantly shaped the development of the tool.
- Close collaboration with both the client and the development team was crucial in delivering a solution that not only met but exceeded Van Bekkum's expectations.
