One Issue makes life simpler
Keep it Simple, Stupid – or the ‘KISS’ principle – has been recognised since the 1960’s (originally by the US Navy) as a very effective way of making systems work better – particularly when humans are involved. Keeping each step as simple as possible can allow a process to be faster, more repeatable and accurate by inducing less human error and avoiding complexity which can create confusion and doubt – both to be avoiding when the operator is under stress.
Let One Issue take away the Stress and Anxiety
A key element to avoiding stress and reducing adrenaline is having a clear process to follow, one step followed by another, clear and easy to follow. When something goes wrong and simply reporting this event can add to the frustration and stress – this is when you need simple!
Taking away the stress only happens when fully implementing KISS – so One Issue does exactly that – by breaking the process of issue reporting into its constituent parts and making use of User Experience (UX) best practice.
Using a smartphone to report an issue is not unique to One Issue, but the way we have implemented KISS is best practice, recognised and awarded. The limitations of a smartphone have to be acknowledged and in a time of stress the user will never be at their most dexterous, so one screen becomes one step – simple as.
The first information item to be collected is location, vital but also used to calm the user by getting them to chose their location in 3 steps. A simple task, executed in its most basic form and used to prepare the next step in the information gathering.
Context and skip logic can be powerful tools when gathering information in the shortest time and on the simplest pathway. We use both to best present the user with a simple list of issues appropriate to their location – the start of an issue tree based on knowledge of room type, asset location and likely failure modes. Expert knowledge of the user is not assumed – so the issue list is kept as simple as possible to accommodate a basic level of observation and start down the issue tree.
Initial diagnosis is confirmed by a second contextual list of potential refinements – never complex but basic selections such as no power or a clear water leak. This information is sufficient for an initial diagnosis and identification of the appropriate trade response.
Not everything can be captured by a simple issue tree, so the user is presented with the opportunity to provide a description followed by up to 5 pictures.
The picture(s) are worth a thousand words and to a knowledgeable operative can help further refine the issue and its location and nature. As always in One Issue we separate these steps to avoid potential confusion – inputting a description can also help the user subconsciously refine where to take the picture for example.
Simplicity for the user hides considerable complexity and refinement behind the scenes, capturing automatic data such as date/time/device/user complementing the inputted information. The understanding of what constitutes necessary data, what context is then required to turn this into useful information for further action and how best to capture this with a minimum potential for human error is what makes One Issue special.
Contact us to discover how One Issue can make your issue reporting and resolution simpler.