Winning Formula

As the Lead designer overseeing the redesign and ongoing maintenance of the Winning Formula application, I have played a pivotal role in optimising the user experience for Rentokil's consultants. This graphing and inspection application revolutionises the way our users inspect customer properties and offer tailored pest control solutions, providing a seamless and data-driven approach to pest management.

Overview

To enhance the Winning Formula software by understanding the current user experience and identifying opportunities for improvement, ensuring the software aligns with the needs of pest control officers who conduct investigations in clients' homes.

User Research

Objective

Key Insights

• Pest control officers struggle with the time-consuming nature of the current data entry process and the lack of real-time updates.

• There's a demand for a more intuitive interface that offers easier navigation between investigation tools, service options, and client histories.

• Officers emphasized the need for a solution that allows them to complete tasks efficiently while also providing flexibility for adapting to varying client needs.

Approach

• Workshops with the Team:

  • Collaborative workshops were conducted with internal stakeholders, including team members and business analysts, to gain an understanding of the software’s goals, limitations, and current user pain points.

  • These sessions allowed us to map out key features of the software and pinpoint areas requiring optimization from both the business and user perspectives.

• Interviews with Users:

  • Business analysts conducted in-depth interviews with pest control officers who use the Winning Formula software during client investigations.

  • These interviews helped us gather valuable insights into the officers' experiences with the software, identifying common issues they face, such as difficulties in navigation, data input, and tracking investigation details in real-time.

  • Officers shared feedback on how the software could better support their decision-making process, improving efficiency and service accuracy.

• User Journey Mapping:

  • We created detailed user journey maps based on the data collected from interviews. These maps illustrated the current workflow of pest control officers, from initial client contact to the final service recommendation.

  • Through this exercise, we identified critical touchpoints in the journey where officers face challenges, such as when entering data on-site or accessing previous investigation reports.

  • The mapping process also helped us identify potential opportunities for streamlining tasks and introducing new features that could enhance the user experience.

Challenges and Solutions

Designing a user-friendly interface for complex data visualisation was a challenge.

Complex data visualisation

The existing user interface (UI) lacked user-friendliness and consistency, leading to user frustration and inefficiencies.

Improved user interface

Managing diverse pricing structures and service offerings across regions and product lines posed challenges in providing a consistent and transparent experience for customers.

Harmonised product and pricing

This was addressed by implementing interactive graphing tools with zoom and filter capabilities, simplifying data interpretation for PCCs.

Solution

Solution

User research was conducted to understand pain points and preferences. Regularly conducted usability testing with users to gather feedback and identify areas for improvement.

The UI was also revamped with a focus on intuitive navigation, clear layouts, and a visually appealing design, resulting in a more user-friendly experience.

A standardized pricing model was developed that could accommodate various service variations. This simplification made it easier for customers to understand and select the right services, reducing complexity.

Solution

Previous designs

Style guide

Brand colours

Font

Iconography

Roboto

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Final design

• Improved UI: The user interface was significantly enhanced, incorporating both user needs and business requirements to streamline workflows and optimize the user experience for pest control officers.

• Mobile App Launch: The successful launch of the mobile app in North American states provided pest control officers with a flexible, on-the-go solution that aligned with their needs during client investigations.

• User Sales Performance: The improvements led to a 30% increase in user sales performance, as officers could more efficiently use the software to deliver tailored services to clients.

• Revenue Growth: The changes resulted in a 107% increase in revenue in the first month of mobile app usage, highlighting the direct impact of the enhancements on business performance and user satisfaction.