Confidential. For Internal use only. Instructions The persona template is in the slides following these instructions. Content has been left in as a guideline

Confidential. For Internal use only.

Instructions

• The persona template is in the slides following these instructions.

• Content has been left in as a guideline so that you will see what fonts were used and where pictures were placed.

• The titles, sections, fonts, tabs, and pictures can be modified to fit the content of the persona you are creating.


Technology UsageMobile: I have 8 years of experience using mobile devices. I get a new personal mobile device every 2 years. Currently, I have 2 devices: a Blackberry Curve 8830 for work and a Samsung SCH-u540 for personal use. I carry my personal one with me all the time and only use my work phone during work hours.Other Technologies: I use a desk-top computer at the office and my own personal laptop when I’m at home. I have basic skills in Microsoft Word and Microsoft Excel. I connect to the internet frequently both from my computer and from my mobile device.I have intimate knowledge of my company’s CRM Field Service software which I log into a few times per week. I use a Bluetooth headset when driving in the work truck and my own car. When I am at home, I am plucking away on Guitar Hero on my WII game system or playing Mario Bros with my two boys.

David ThompsonField Service Technician I am on the way to the office to pick up parts. 5 hours ago I am on the way to the office to pick up parts. 5 hours ago

My Photos

Mobile Face

About Me Work Mobile Life My Day

Mini Bio:I am a Field Service Technician at AirTek, a national air-conditioning repair company. I’m on the road everyday fixing air-conditioning units for commercial buildings. I live in Queens with my wife and two sons. Most of my repairs are in the Queens area. However, I drive to the main office in Manhattan a couple of times per week to pick up parts and drop off paper work. I am an easy going guy that gets along with everyone. I’m reliable and dedicated and I pride myself in making sure that things are fixed the way they should be.

David’s Favorite Links:www.AirTek.com www.espn.com www.oldcars.com www.parts.com

My Info:Status:

Location:

Education:

Work:

Hobbies:

Married with 2 children

Queens, NY

Bachelor of Heating Air Condition from Lincoln Tech

6 years of industry experience, have been at my current company for 2 years

Fixing old cars

Playing softball and tag football with my two sons

“A day at the office..”“My boys” “My truck, sweet ride!”

Print


David Thompson - Field Service Technician

Mobile Face

WorkAbout Me Mobile Life My Day

Work Places

I am on the go all day long. I really need to make sure I’m well prepared in the morning. I need to make sure my truck is well stocked, and that I have easy access to everything I need every day.

• Truck: I use the company truck when visiting clients.

• Office: I pick up parts and do miscellaneous paper work at the office.

• Client facilities: My clients are in large office buildings with special rooms that house the air-conditioning units.

• Home: I use my home laptop to log into my enterprise field service application and check email. However, often at home I will use my mobile instead of my laptop because it is easier to carry around and I do not have to set it up.

Top Job Goals

Efficiency: My company expects me to complete at least 12 service requests a week. I have to make sure I have the correct parts with me so that I can finish the job while at the customer site.

Keeping Work Current: I need to make sure I am constantly updating the status of my service orders because my company runs daily reports to monitor which parts were used and which service orders have been completed.

Customer Satisfaction: I need to make sure that my customers are satisfied with their repairs and do not call AirTek with complaints about my service.

**If I get more than 2 complaints in a month I get written up.**

Analytics▪ How many service orders should be completed in certain time frame ▪Number of service orders open versus completed ▪ Solution efficiency ▪ Comparison of brands of parts.

Tools

Blackberry Curve 8830Work pays for all the costs associated with the device but I am prohibited to use it for personal use.

Desk-top computer: I use this in the office to log into the enterprise CRM application. I sometimes will use the internet to look for parts or how to fix something.

Parts: It’s essential to be able to fix all the units I see on a daily basis.

Bluetooth Headset: It lets me be hands free in the truck or on a job. Big time saver.

Logitech® digital pen and pocket-sized digital paper pad: I use it to get electronic signatures from customers.


Mobile LifeAbout Me My DayWork

Mobile Work Tasks• Make and respond to voice calls, SMS messages, and IM messages.• View daily schedule to see what service orders has been scheduled for the

day. • Review customer details including account information, preventative

maintenance schedule, warranty information and work order history. • Track detailed information about services performed including: status of the

service order (in progress, completed, etc.) service time, tasks performed, part numbers, expenses, and notes.

• Capture digital signature upon work completion.• Research ways to fix the air conditioning units.• Look up parts, order parts, and track delivery.• Use map and GPS applications to get to client locations.

Mobile Personal Tasks• Stay in contact with my friends via calling and SMS.

• Take pictures of family and friends

• Listen to music

• Play games in my free time

ProductivityWorking with my phone on the go has really improved my productivity. Here are a few highlights:

• I don’t need to print hard copies of service order requests.• I’m not bound to the office. I can track service orders and parts while out on the

road. Big time saver!• I don’t need to call the dispatch center and parts department as much. I have

all the information easily accessible in the mobile application. • I never need to stop at pay phones to make calls. Pay phones can be hard to

find these days!• I’m doing less data entry at the end of the day. It all happens as I go about my

daily visits.

Mobile Future• Connect my mobile device to an air-conditioner to run diagnostics and download

problems.• Speak to the mobile device or have the mobile device speak to me, especially

when my hands are full with parts or tools. It would be like having a third hand or an assistant.

• Show GPS location of my colleagues on a map.• Integrate photo capture capabilities within enterprise application to show and

document machine condition.


Mobile Face


My DayAbout Me Mobile LifeWork

7:00am- My alarm on my phone woke me up.

7:30am- I get ready for work and check my mobile device to review which service calls I am going on for the day. 8:00am- I stop by the office to pick up some parts I need.

8:10am- I go back to my truck and use my mobile device to bring up the customer details for my first service call. I read that I need to go to the North Campus of Santek Corporation. Since I have never been there, I program my mobile GPS to give me directions to the location.

8:15am- I get in the truck and begin to drive to Santek Corporation. I decide to call Mr. Wong, the head of facilities at Santek and let him know that I should be there at about 9:15 a.m. I go into my field service application on my mobile device, find the phone number and then call Mr. Wong.

9:15am- I arrive at the facility and meet Mr. Wong. Mr. Wong leads me through several hallways to where the air-conditioner is located. It is the ACME AIR-100, an older model that I do not know much about since I have not worked this model much. I hear a deep rumbling and notice some wires that look improperly installed. I take a picture of the unit with my smart phone camera to document the state of the air conditioner when I arrived. I will have proof to show the client and my boss in case someone blames me for not doing my job correctly.

9:20am- I realize that the problem is more complicated than just the faulty wire installation. In fact, I am not sure what is causing the strange noise. I text my coworker Ramon, who has been around for 30 years and has worked extensively on older models such as the AIR-100, and ask him about possible causes of the sound. I had to SMS Ramon instead of call because cell reception was limited since I was deep inside the buildings.

9:30am- While I wait for Ramon to answer, I find and connect to my CRM Field service application via a public Wi-Fi and search for possible ways to fix the air-conditioner. I find a possible solution. A few minutes later, Ramon texts me back with some tips that make the documented solution easier to understand.

9:30am- I follow the documented steps describing how to fix the air-conditioner while keeping in mind some of the tips that Ramon told me.

11:15am- Once I finish fixing the air-conditioner, I use my mobile field service application to document what was done during the service call. This includes which parts I used (including the serial numbers), what parts I removed, the service order status (completed), and when I need to follow up with the customer. I then pull out my Logitech digital pen and pocket size digital paper pad to gather an electronic signature from Mr. Wong to show that the work has been completed.

11:30am- After I am finished at Santek, I go back to my truck and drive to the McDonalds on Fourth and Main street.

11:40am- After pulling into the parking lot, I get a call from Leo, a coworker, who asks if a replacement fan made by Fannex will work with the ACME 5000 air conditioner. I let him know that it will work fine.

continued…

January 23, 2009

Walt White (co worker) comment 11:37Oh man wish you’d told me you were going to lunch there – I was 2 blocks away.

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Mobile Face

Greg Whitt (co worker) comment 9:18Wow that is an old model. I have never worked on that model. Is that the one with the gauges on the front or the side?




11:50am-While eating, I check my personal email. I read the three new messages.

12:00pm- I open and review my upcoming schedule. Since the morning appointment took longer than expected, I will only be able to service one of the two remaining afternoon appointments. One of the appointments is a basic replacement of a filter, but it is nearly 45 minutes away from the other appointment which is more involved and important to get done. I know that my coworker, Leo, is working close to the area where the filter needs to be replaced. I text Leo to ask if he can do the job for me. Five minutes later Leo responds that he will do it. I then go into the service scheduler and reassign the filter change job back to the service queue. Afterwards, I call the central dispatcher and explain that Leo will pick up that job. The job is then assigned to Leo. I text Leo and tell him “I owe you one. See you at dinner tonight.”

12:20pm- I realize I better hurry up and get going to my next customer since it could take me an hour to get there and I need to be there by 1:30.

12:30pm- .While I am in the truck, I use my personal phone and call my wife. I tell her that I will be home late because I am going to dinner with co-workers.

1:15pm-. I arrive at my second client location, the headquarters of Mercon Technologies. I meets Mr. Chase in the lobby who brings me to the broken air-conditioner.

1:30pm- I spend two hours diagnosing and taking apart the air conditioner. I discover a broken part that is causing the problem. I do not have this piece in my truck and can’t finish the job.

3:30pm- I take out my smart phone and call the office to see if the part is in inventory. The inventory manager replies that it is not available and instructs me to order it. I log into the field service application and order the part. The part will arrive in two days and will be shipped to my office.

3:45pm- I explain to Mr. Thompson that I can not finish until the part arrives and I promise to be back in two days to finish the repair. I update the service order on my smart phone. I then pull out a separate signature capture device to get Mr. Thompson’s digital signature indicating that service has been attempted but still needs to be completed. I also use the camera on the smart phone to take a picture of the damaged part that needs to be replaced. It is visibly broken.

continued

Photo from David’s Phone


continued…


Mobile Face

“Unit requiring part on order”




4:00pm- I get in my truck and return to the office. I show my manager the pictures from both jobs. My manager tells me to always save the pictures so I will have proof if the customer gives me trouble.

4:15pm- I then go to my office desktop computer and log into the parts inventory. I pull up the picture I took on my mobile of the part with the broken piece and verify that the part ordered is a suitable replacement. It looks identical.

4:30pm- I then check to see what service orders I have for the next day. I have a full day scheduled but since I have to bring my son to the dentist tomorrow afternoon, I make a request to reschedule one of the afternoon monthly service appointments to next week. The dispatcher approves the request within minutes. I then go to the inventory cage and restock the truck with more air-filters and other parts I need for upcoming jobs.

Document: Created by Michele Snyder . Contributors: Brent White, Lynn Rampoldi-Hnilo, Chad Sampanes , Heather Cottingham, Dhayan Kumar, Pranavdatta Natekar Template: Eric StilanData Sources: Persona based on observations made during research in India, Singapore and the USA.back to page 1

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Mobile Face

Documents

Confidential. For Internal use only. Instructions The persona template is in the slides following these instructions. Content has been left in as a guideline