Case study
bInforming was part of a suite of native iPad apps for BSH customer service technicians. My role focused on turning field-service realities into personas, journeys, prototypes and tested interaction patterns for a tool that helped technicians inform customers, manage repair context and uncover on-site sales opportunities.
BSH field technicians support customers in their homes, diagnose appliance issues, look up product and spare-part information, issue documents and advise customers during repair visits. The existing tool landscape added administration time and physical friction, making it harder for technicians to focus on the customer conversation.
I facilitated design thinking sessions with BSH stakeholders and field technicians, then translated the work into personas, user journey maps and day-in-the-life scenarios. The concept moved through paper sketches, low- and medium-fidelity prototypes and high-fidelity iPad screens, refined through usability testing with technicians.
bInforming helped technicians carry a richer product context into each visit. Instead of only repairing the appliance, they could access machine details, product catalog information, accessories and care products often carried in their service vans. That turned the appointment into a more informed conversation and supported relevant upselling without breaking the repair workflow.
The broader iPad app suite shifted BSH field service toward a lighter, paperless and more customer-centered operating model. The results below describe the program-level outcomes associated with the BSH customer service iPad apps.
Customer service technicians generated more sales revenue on the job.
Teams could complete more jobs every day.
Customer relationships and brand loyalty improved.
Several single-purpose devices were replaced by iPad.
The equipment carried by technicians became dramatically lighter.
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