STORM

What:
STORM stands for STAC Technician Online Resource Manager. It is a tool that helps them manage all the calls that has all the information about the customers, the technicians, the appliance, and the service order details. It also provides quick access to LIS and wiring diagrams for the appliance under repair.

Who:
STAC technicians are super knowledgeable in the appliance repair realm, and they help answer questions from Sears technicians on the field as they run into repair problems.

Process:
We interviewed dozens of STAC technicians to understand their daily operation, and flew down to Round Rock, Texas and watched them work with the tool.

We then came back and worked on a brand new proposal based on the information we learned from the interviews and in-person meetings that would streamline their work flows, simplify the tools, and make their days more efficient.