An artificial Intelligence app developed to help 5,000 pest control technicians fight bugs faster for customers.
DON'T BUG OUT
The main challenge was creating an app for pest control technicians -- which are a non-tech savvy user group that didn't have time for formalized training.
As the lead product designer on this project, I worked closely with the product manager and technical architect to define and develop the app. I focused on interaction, motion, and visual design. We involved a UX researcher to perform the ethnographic research.
DAY IN THE LIFE
To really put ourselves in the pest technicians' shoes, we followed them for a day to understand their unique line of work. These technicians are some of the best trained in the industry but even they can come across unusual insects that they can’t identify immediately. There are many options for support, but we strove to find a way to offer more self-support and improve onsite productivity, all through a mobile app.
A "day in the life" study was performed to observe and document the pain points experienced by the technicians.
A user journey was created to identify the "moments of truth" in the future state, and where our technology could improve the process.
Because the app uses advanced image recognition/machine learning technology to automatically identify pests, we focused our efforts on making the identification process as intuitive as possible. We did this by opening the app with selecting the type of trap, which then directs instantly to the camera. By utilizing as few clicks as possible to prompt the user to the main feature, the technicians were able to adopt the new image recognition technology quickly.
VISUAL DESIGN & INTERACTION MAP
As part of a larger rollout of new Android mobile devices and apps to its field service workers, Rentokil took advantage of Accenture’s alliance with Google to solve their business challenge through an innovative mobile app that identifies pests, pre-populates pest information, customer recommendations, and treatment plans.
IN THE PRESS