Technician Assist

Sears has 7,000 technicians in the US. They run about 8 service calls a day. In an effort to provide them with a better work environment, the Seattle team set out to find ways we could use technology to empower the technicians, put the right tools in their hands, and help them do their jobs more easily.

Feature 1: Plan the day
One of the biggest pain points for the technicians was that they couldn't view their route. Besides providing the map view, we also built a list view of all the jobs in a day, so the techs could quickly glance all their jobs in the morning, and get a rough idea which are the most difficult, therefore budget more time for them.

Feature 2: Be informed
The technicians only had access to LIS documents. When they were on a job site, and ran into problems that required a wiring diagram, or a service flash, they were asked to call the STAC technicians. It added friction in their daily operation, and increased cost and inefficiency for the business, hence a lose-lose situation. We wanted to put all the resources possible in the techs' hands so they could make the right diagnostics as soon as possible. The Media Search tool let them search all the documents based on model numbers.