Type: School Collaboration Project
Duration: 10 weeks (December 2023)
Collaborator: Komatsu Forest
Team: Anjuli Acharya, Dide Sevinçok, Lin Wang, Hanxiong Zhang
My Role: UX Design, User Research, Prototyping
A Collaborative-Proactive tool
CoAct revolutionises mechanic-customer interactions using data integration and 3D simulations. It addresses the loss of seasoned mechanics by preserving and transferring their knowledge. Based on extensive field studies and interviews in northern Sweden, Co-Act improves communication in the forestry sector. Combining big data with human expertise boosts operational efficiency and decision-making.
Complex stakeholders relationship
Our target users are the mechanics who work for Komatsu Forest, responsible for fixing and maintaining the forestry machines(forwarders and harvesters). They have direct and indirect connections with the customers, the workshop and the head office.
A Day of Mechanics
Research starts from a day of stalking with the mechanics, as the customers' demands, they normally go onsite to do the inspections and repairs for the machines.
Wed · 15 Nov 2023 · 06:40
After a 30-minute drive, we arrived at the location of the forwarder. Throughout the inspection process, Jörgen would constantly move back and forth between the machine, service vehicle, and the Maxifleet system to ensure the completion of each task.
Wed · 15 Nov 2023 · 06:50
An oil leakage was encountered, similar to the issue encountered during the previous inspection. Therefore, being prepared for such situations, replaced the necessary components with new ones. However, it's worth noting that this problem is not a common occurrence.
Wed · 15 Nov 2023 · 06:40 - 8:00
In Sweden, winter nights are quite long. The service vehicle, parked on the roadside, requires constant access to tools and the use of the laptop. The surrounding environment is challenging.
Wed · 15 Nov 2023 · 06:40 - 8:00
We shadowed the mechanics’ using of the softwares, got some useful insights through observation and interview. Especially to some improvement and collobration.
Three HMWs to enhance the serviceability
From opportunities to pixels
Mobile app for operators
Proactively report the problems, point out the issue and create the ticket. The standardised information will be updated with the mechanics
Tablet dashboard for mechanics
Tickets with more precise data points and individual descriptions help the mechanics diagnose the problems and reduce back-and-forth communication.
AI thinking tree for troubleshooting
Transparentizing the logic of the AI gives a reference to the issue. More importantly, avoid deskilling the mechanics.
