Johnson & Johnson

Contact-free tech service in the pandemic season

Role
UX Designer
duration
1 Month
scope
Product design
User research
tools
Sketch
InVision
Photoshop
* Due to client protection, I am sharing the design process only very briefly here. If you want to learn more about the project, please feel free to reach out.
context
Providing seamless work from home (WFH) experience in the pandemic season
My team built a curbside tech service mobile app for Johnson & Johnson's employees in North America. The goal was to provide J&J team with contact-free IT support  so that the employees can enjoy seamless work from home experience during the pandemic season.
My role
As a UX Designer, I took full ownership of the entire research and design
Research
Design
Team Collaboration
Stakeholder Interviews
Persona Development
Journey Mapping
Lo/Hi-fi Wireframes
Interactive Prototype
UI Design
Cross-Functional Work
Design Presentation
research
Understanding different user groups
The service targeted two different user groups - employees and technicians. In order to understand both experiences, I interviewed each group via Zoom.
Employees
To understand employees' experience, I spoke to people who recently encountered tech issues while working from home. My primary objective of this interview was to:
  • Understand general WFH experience
  • Validate whether the contact-free mobile app was the approrpiate solution for users
  • Define tech-related challenges while WFH
Technicians
I also spoke to Joseph, a technician at the client's company. Since I was not familiar with tech station operation, I asked him about the following subjects:
  • workflow
  • logistics
  • vocabulary
  • sample cases
Insights
Design Strategy
Through user research, we identified several objectives to satisfy in order to make this product scalable and relevant.
1
The solution should be a mobile product
Since employees and technician need to stay in touch while employees do not have access to their laptops (i.e. waiting for their device to be fixed), the solution should be a mobile product that users can access in lieu of their laptop.
2
The solution should offer real-time chat feature
While employees want to avoid face-fo-face contact with technicians, they still want to talk for a real time update. This is because laptops are crucial for employees to get their work done, so they want to follow up on their laptop cases to pick up asap. In order to satisfy the need for a remote communication, the solution should incorporate a live chat feature.
3
Cases should be simplified
Based on the case description from the technician, I discovered that cases can be grouped by the length of fix time. For each case, employees will receive a relevant instruction to remain contact-free when they are at the tech center to drop off their laptop. I created three categories to group cases:
  • PC Harddown (provide loaner, >1 Day)
  • Leave Site (within 1 Day, >2hrs)
  • Wait On Site (within 1 Day, <2hrs)
synthesis
User persona
Based on what I learned from research, I developed two personas to identify their goals, needs, and concerns.
User flow
I created a flow diagram to map out the user experience step by step. As I worked on the flow, I explored ways for both employees and technicians to achieve their goals, while minimizing interaction as much as possible. In our case, the employee goal was to get their device fixed, while the technician goal was to handle multiple cases efficiently. I also brainstormed a user flow for each of the three cases that I identified from an interview with a technician.
Design
Wireframe Sketches
With the flow diagram as a guide, I began early ideation by sketching wireframes on notecards. Through this method, I focused on exploring how to customize information for each case and how to inform users of the status of their laptop fix.
Refinements on Sketch
Next, I began building higher fidelity screens on Sketch using the client’s design library components. Over time, I explored designing a conversation between technician and employee in the most simplified way possible. I also focused on customizing the screen design for each user group.  
Prototypes & Scenarios
John (Employee) gets his laptop fixed
After John drops off his laptop at a nearby tech center, he receives an app message that it will take several days to fix his laptop. He is asked to to collect a loaner laptop from the pickup area.  

The next day, he receives an app notification that the new laptop will be prepared by the end of the week. On Friday, he visits the tech center to pick it up.
Hilda (Technician) works on multiple cases
Hilda wants to address each case efficiently and promptly so that employees can work from home at ease. He uses the mobile app to reviews cases assigned to him. He learns that the user’s laptop will require more than 2 hours to repair. He notifies her to come pick up a loaner laptop, which she can use in the meantime,  at a designated area. The entire process is contact-free.
takeaways
Thrive both as an individual and a team member!
Since Day 1, I took full ownership of this project and went above and beyond to create the design solution. Through working with non-designers, (i.e. data scientists, engineers, and product teams), I learned that each team brings different priorities to the table and therefore, it is importance to listen and voice all of these perspectives when working together.

I also learned to maintain my design files with high quality and consistency for effective file sharing and communication with different teams. I am so grateful to have been surrounded by such supportive and open-minded people. They taught me the importance of communication and taking initiatives.
Atos Safe Office - Providing safe work environment for employee health
UX/UI Design, Content Development
Joanna Yoon -
Product Designer
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