PARTS TRACKING

BUSINESS SOLUTIONS VS END USER ADOPTION

PROBLEM

British Gas did not track parts and peripherals once they left their National Distribution Centre (NDC). This results in parts "going missing" and inefficiencies in parts ordering with losses estimated in tens of millions each year. Engineers adoption is crucial to the success of any solution.

APPROACH

  • Engineer and NDC interviews

  • Sketching workshop

  • User flows

  • Prototype Design and PoC

  • 3 month Lab and field testing with 18 engineer participants

  • Analytics implementation and review

OUTCOME

In working with engineers who are skeptical of monitoring applications, we were able to include helpful features in Sonar (parts tracking app) and CMS web app ensuring user adoption. A savings of over £114 000 000.00 is

projected over a 3 year period. This is a

direct result of tracking and accounting

of all van stock. With analytics tools

British Gas is able to forecast what parts

are needed in which region and order

stock accordingly. The final app was released in late 2019

CLIENT RESPONSE

"A big thank you to the Penguin Field Apps Team. It's amazing how quickly the team was able to work with engineers and the NDC to design, build and test the right solution"

Tim Green - Product Owner - Employee Experience Consultant at Centrica

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Process flow for requesting and transferring parts between engineers
Screenflow for parts tracking app
Screenflow for web app showing van restock setup
Video of parts tracking app in use

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