UX, UI, Prototyping, App · BOXT · 2022
BOXT is a digital-first heating and renewables company, often described as the “Uber of heating”, offering fixed-price installations through a fully online journey.
I worked across all digital touchpoints of the business, including the customer website, admin tools for operations, and mobile apps for both customers and engineers.
This case study focuses on my work on the Engineer app. Engineers play a critical role in delivery and customer satisfaction, making the app a key operational tool.
I was tasked with improving the engineer app. There were already known issues engineers were facing, and while addressing those, the business also wanted to explore what further enhancements could be made.
My first step was to map the full end-to-end engineer journey, from installing the app through to completing jobs. This helped me visualise the full experience, identify immediate pain points, and spot opportunities for improvement.
This flow became an essential tool in workshops, allowing stakeholders to quickly pinpoint friction points and alignment gaps.
One of the outputs from a workshop which identified painpoints from an engineer perspective as well as operations.
After prioritising issues with the team, I began exploring solutions to three key problems:
Engineers received invoices via email after each job, but many reported not receiving them due to provider issues or emails being filtered as spam.
This gave engineers direct, reliable access to invoices and reduced calls to customer support.
The first step was to determine where invoices should live within the app. The logical choice was the profile page, but I also considered how this addition might impact other options.
Once the placement was confirmed, I designed the entire flow, which went live shortly after.
A third of engineers were unhappy with the callback feature. The wait time was either too long or there was no callback at all.
Analysis showed that engineers often contacted support while on jobs, with limited time and little context captured upfront.
Existing user feedback via surveys and support chats expressing levels of dissatisfaction with the current callback service.
The image below highlights the issues I identified with the existing callback request flow, particularly when engineers were on a job.
Customers are told engineers would text them with an accurate arrival time on the day of the job. However, this doesn't always happen, leading to frustrated customers calling the support centre for updates.
Less reliance on manual engineer follow-up and customers get the reassurance they need, resulting in less customer calls of frustration.
This flow removes the burden from engineers to remember to contact customers. Instead, the app reminds engineers to provide an ETA and automatically messages the customer on their behalf.
The in-app invoices feature was successfully launched to production, delivering immediate improvements to the engineer experience and reducing support calls.
The remaining concepts were positively received by stakeholders and earmarked for future development. Once implemented, they are expected to further reduce friction for engineers and improve customer communication.