Case Study

RepairGuys

RepairGuys are a well-established bricks and mortar business, specialising in providing consumer, brown and white goods service and repairs. They required a new purpose-built system that would incorporate new features to help admin staff with booking and scheduling customer jobs, along with managing the engineers assigned jobs.

Company Profile

RepairGuys are a well-established bricks and mortar business, specialising in providing consumer, brown and white goods service and repairs. Operating from their premises in Exeter they offer on-site or workshop-based repair services offered by their trained and experienced engineers. RepairGuys provide support for many global brands and UK retailers throughout the Southwest of England.

The Problem

RepairGuys were using a bespoke web-based application that they had commissioned over 10 years ago this had come to end of life and they required a new, reimagined platform, to encourage efficiency, promote growth and to create a sustainable viable platform for the future operation.

Struggling to find an off the shelf solution, they looked at commissioning a new purpose-built system that would incorporate new features to help admin staff with booking and scheduling customer jobs, along with managing the engineers assigned jobs.

Seeking a modern and maintainable Web Application, which would give a high-level view of all the engineers and their work, being able to add any time off or holidays and the ability to organise jobs using a drag and drop easy to use interface. The application was to also feature integrated quoting, billing and invoicing without the need for third-party systems. The system was to automatically route engineers, by ordering their jobs by location and to send automatic text messaging to customers advising when the engineer would be due to visit.

Catering for the engineers, there was also a consideration for a Mobile Application, that would allow access to field engineers so that they could easily view scheduled jobs in the order that the system had suggested (Auto-routed based on postcodes). The App had to be simple to use and uncomplicated to engage engineers and make their lives easier.

The Design

The design process started with looking at the shortfalls with their current Application, detailing requirements for the new application and creating the wireframes that would detail the functionality and concept to be introduced.

Wireframes make it easier to design a solution without getting overly concerned about the style or look and feel of the solution, but instead focusing on what the App's must deliver.

Once the application had been wire-framed, and any questions answered a design brief was created that detailed how the application would look and feel, this led onto the mock-up designs. Mock-ups look like the final solution and allow the customer and development team to envisage exactly how the finished application looks. RepairGuys has asked for a modern style and simple to use interface, that was intuitive by design.

The technical design was also created that detailed specific information for services to be incorporated or considered, such as integration with the Google Maps API for engineer location routing and integrating automatic text messaging.

As an iterative process, the design team worked to create the solution then to review at regular intervals with the client, so that we could ensure the concept and design stayed true to the customer's vision, to a point that the designs would be signed off, ready for the next stage - Development.

Screenshot 2021 01 15 at 16 48 57
Wireframes make it easier to design a solution without getting overly concerned about the style.
Screenshot 2021 01 15 at 16 46 47
Mock-ups look like the final solution and allow the customer and development team to envisage exactly how the finished application looks.

The Development

Using the agreed technical design, wireframes and mock-ups our development team started work on the Web Application and Mobile App. Utilising current, popular technologies, such as Laravel for the Web App and React Native for the Mobile App our development team set about building the solution.

Once the solution reached a usable and stable state, the quality assurance (QA) testing process could begin. Starting with Alpha testing, the wireframes and mock-ups were used to ensure the solution is as-per the anticipated design, then as the solution was refined Beta testing, to a point that we could share the application with the client so they could start to test and assess the solution. Results of the testing were collated and then being passed back to the development team so that issues could be quickly addressed.

Appliance care mobile laptop mockup
RepairGuys are now benefiting from a new and modern solution, that provides a desktop Web Application and accompanying Mobile App.

The Result

The entire process: spec -> design -> development -> deployment, took just 5 months and RepairGuys are now benefiting from a new and modern solution, that provides a desktop Web Application and accompanying Mobile App, this adds a raft of new value-added features that improve their business operation and adds efficiency for their management teams and field engineers. Customer benefits from the improved system by setting expectations through notifications and specific functionality provided by the Mobile App which means the customer experience has also been improved.

Got a project in mind? Let's chat.