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Dealer Arrival Report

A mobile app that allows Case IH machinery buyers to check defects in the delivery and send reports with photos to the Customer Support Department.

The problem

Reporting defects to the Customer Support Department involves long phone calls and the exchange of information via email that can be easily lost. On top of this, the cost of hiring more personnel to attend phone calls can be overwhelming.

Research

  • Interviews with Customer Support

  • Interviews with Customers

  • Benchmarking

Tools

  • Pencil and paper

  • Sketch

  • Axure

  • Photoshop

Design

  • User Journeys

  • Paper prototyping

  • User testing

  • Validation

  • High fidelity prototyping

Customer Report System

Customer Report System

Final Result

An easier way to provide feedback:

  1. Active Reports Dashboard, this section displays a large chart with the reports available for the customer. The user can tap on the chart or the buttons above. A search of active reports is also available at the top.

  2. Report, yes/no questionnaire divided into smaller sections to avoid long, tedious reports. The user can also add photos from the device gallery or the camera.

  3. Submit, this is the last step before submitting the report. The user can rate the overall quality of the product as well as add comments or suggestions. Once submitted the report the user goes back to the Active Reports Dashboard.