Ricoh required support across two key initiatives: enhancing the UX of their supplier accounting portal and designing a greenfield IoT mobile app for field service technicians. The supplier accounting portal, an internal system, focused on improving usability and streamlining workflows for its users. By adopting a highly collaborative approach, the UX enhancements simplified complex processes, improved task efficiency, and ensured a user-friendly experience tailored to the needs of internal stakeholders.
For the IoT mobile app, a comprehensive discovery phase was conducted, including service blueprinting that mapped the experience for both front-facing customers and field service technicians. The app leveraged IoT devices to detect and notify technicians of issues, surfacing them through an intuitive interface. A UI prototype and technical proof of concept were developed and tested to ensure feasibility and functionality. The app provided technicians with guided resolutions, escalation workflows, and real-time updates, enabling them to address issues efficiently while improving customer satisfaction and operational performance.
