Relay
Improving a mobile operations platform used by field technicians.
B2B
UX
UI
Timeline
Feb. 2020
— Jan. 2024
Scope
France
Platform
iOS & Android App
As part of a large-scale digital transformation, a major infrastructure company introduced a mobile platform to help over 3,000 field technicians manage their daily interventions.
After the successful adoption of the initial release, the product needed to evolve to better reflect real field constraints, simplify complex workflows, and improve operational efficiency.
Digital transformation
Field
Critical tool
Over 4 years, I contributed to the evolution of the mobile tool, designing features, improving workflows, and enhancing usability. My role progressively evolved toward identifying UX issues and driving product improvements aligned with real field needs.
Observing technicians in real working conditions helped identify key experience gaps affecting their daily operations.
Limited planning visibility
Technicians lacked a clear view of upcoming interventions, making it difficult to anticipate workload and organize their week efficiently.
To better understand how the mobile tool supported technicians in their daily work, we conducted field observations and user interviews. This research helped identify key friction points related to workflow complexity, information clarity, and operational constraints.
Research insights were translated into concrete UX improvement opportunities by analyzing workflows, information structure, and real usage constraints.
Identifying steps that slowed down daily operations.
Mapping the technician journey helped identify workflow inefficiencies, tool fragmentation, and operational friction points across the day.
Improving how technical information was structured and accessed.
Analysis revealed that technical information was not always structured to support quick decision-making during interventions.
Information scattered across tools
Adapting the experience to real working conditions.
Mobility constraints
The product is used in dynamic environments, not office.
Connectivity limitations
Offline capability and fast access to information are critical.
Limited attention time
Technicians must complete tasks quickly between physical operations.
Tool accessibility
Technicians use the product while moving between sites and handling equipment.
How might we simplify complex field operations
to help technicians work more efficiently in real-work conditions?
Business
Improve operational efficiency
Encourage consistent use in the field
Improve data reliability
Reduce operational friction
Users
Reduce unnecessary steps
Improve decision making in the field
Make technical tasks easier to complete
Support mobility and connectivity constraints
Improvements were delivered through continuous product iterations, combining three complementary design axes:
UX improvements
Simplifying workflows and improving usability based on research insights.
UI improvements
Improving consistency and readability across the mobile experience.
Design system
Contributing to the adoption of the official design system and ensuring product consistency.
As the product evolved, I helped align the mobile experience with the company design system to improve usability, consistency, and long-term scalability.
Faster workflows
This project reinforced three key lessons:
Adoption comes from operational fit, not interface quality.
The success of a field application depends less on visual polish than on how well it integrates with real technician routines. Designing around actual field constraints proved more impactful than improving visual complexity.
Good field UX is about removing friction, not adding guidance.
The most effective improvements came from eliminating unnecessary steps rather than adding explanations. In operational environments, clarity and speed outperform detailed assistance.
Enterprise products succeed when they balance business requirements and field reality.
Bridging compliance needs, operational reporting, and technician usability was key to creating a product that works both for the organization and the people using it daily.
This project has been one of the most formative experiences in my career, strengthening my UX skills through real field constraints, developing my systemic approach to design, and giving me solid experience in mobile design systems. It helped me better understand how product design connects user needs, operational workflows and scalable product foundations.
Thank you for reading. Don’t hesitate to take a look at my other works!