The Challenge

An extremely powerful and complex platform, aimed at utility engineers and geo-spatial specialists. Neara started as a designer tool aimed at engineers designing utility networks. Growing exponentially since 2018 they have the monopoly in Australia’s utility market. In 2022 they started expanding into the US and EU markets and suddenly struggled to secure tenders based on the product’s usability. Due to different requirements from the new market segments their users changed from engineers to CEOs, PM’s, general managers, line planners, environmental engineers, vegetation contractors responsible for trimming trees etc.

There was no understanding or experience of any product development methodology in Neara when I joined. Engineering teams worked in 3-week sprints with no guidance except delivery dates.

My first task was to identify areas in the product that could give the company a few quick wins-

Neara has advanced users (Neara delivery teams) that configure the product for customers but only a handful of customers has the technical background to use the platform. Onboarding is done when a contract is signed, from here intensive training, targeting selective users is given, focussing on specific platform areas. Most customers developed their own internal training process and documentation to train internal staff and contractors.

The challenge; how do we expose more non-technical users to the app and what areas would be ideal to ensure a quick and easy onboarding process. As most users were familiar with Google Earth, ArcGIS etc. and used these apps in their daily workflow we decided to focus on the browse and view experience of the digital twin. If built out well the 3D map would enable casual users to;

• easily open the product,

• quickly search for an area or asset,

• seamlessly navigate to the search result via the map,

• click on the search result and

• view some information about their network,

• enabling them to make a decision or action a job / task.

Approach

I conducted a few whiteboard workshops with SMEs, creating conceptual flows and high level wireframes to validate stakeholder assumptions and understand the technical platform constraints.

Phase 1: Introduce an out-of-the-box ‘global’ search into the platform that would enable the customer to find network infrastructure quickly and easily but also double as a method of navigation through the platform. On selecting a search result the 3D and 2D map would navigate and highlight the asset / area.

Phase 2: A configurable search experience where users could add their own datasets and reports and make certain data fields searchable.

The next step was to validate with customers. We (a Product Designer joined ‘the team’ at this stage) created a prototype based on the above criteria.

In Miro we created a research goal board, here we collated questions and assumptions that needed to be validated with customers. From this I created a research plan that was circulated for approval amongst stakeholders. On agreement, we started the recruitment process and finalised the interview guide.

In the prototype we focussed on the following -

• The 3D view become the hero of the product; the home screen where you can explore and view your network

• Introduce a global search, enabling users to do ‘something’ in the platform without interacting with the clunky UI

• Simplifying the interface by hiding unnecessary UI from users

As part of our research we wanted to validate -

• personas

• users” expectations of a search experience in Neara

• that global search would assist users to navigate the platform

Usability criteria was - 

• Ease of use

• Reduce time spent on; navigation

Sessions were conducted as a combination of an informal interview combined with an usability session. We recruited 5 participants ranging from a CEO to a field worker, from the Neara customer base. Sessions were 60min, conducted online, using Zoom. Sessions started with a short interview and concluded with the participant asked to complete two online tasks in a low-fi prototype. Sessions were recorded and transcribed via Otter.ai.

Synthesis

Using post-its, feedback was extracted (assigned colour per interviewee) and then sorted into categories. Identifying themes and patterns, we identified a number of insights. To get buy-in from stakeholders we brought them into the synthesis process. We did a walk through of the board, explaining how we got to this stage. There were strong feedback across a number of areas. To help them prioritise the next steps going into development, we had them vote for areas they felt were important.

Main takeaways -

OVERALL CONCEPT

• Feedback was in line with the assumptions we set out to validate in our learning goals.

• General feedback on the prototype was in line of improvements set out in this initiative . We recommended going ahead with this feature.

MAP EXPERIENCE

• Users are familiar with PC hardware (shortcut keys, trackpad and mouse) and use all the major map platform software in conjunction with Neara. The expectation is that the software they use should behave in the same way.

• We recommended standardising the map behaviour to these interaction patterns. 

Based on feedback we recommend -

• adding a call-out box to map objects

SEARCH

Feedback was in line with the assumptions we set out to validate in our learning goals. There were no usability concerns raised during the session. We recommend going ahead with the first phase of this feature; Search on map.

Another usability session of the full search experience across the platform must be done before going into the second phase build; search across the platform. This should be covered under a new Initiative.The research report includes the details of how we concluded our research, the results we found, and a brief list of recommended changes.

View RESEARCH REPORT (pdf)

Conclusion

Unfortunately due to the immaturity of the delivery process in the company the feature was never completed and eventually abandoned for more pressing deadlines.