#B2B SaaS
Streamlining Utility Data Management.
Transforming complex enterprise workflows into intuitive field experiences.
Utility companies rely on Esri's ArcGIS Pro to manage critical infrastructure data. However, the platform is primarily designed for expert users, not field workers, which leads to fragmented workflows and manual data integration.
This project bridged the gap by designing a standardized and intuitive field data collection experience that connects field workers with enterprise data and extends the Esri ecosystem.
Results
91%
Task success rate from field testing.
41%
Reduction in task completion time.
3.6x
Growth in active users after launch.
Final Designs
Asset Management Made Easy
Supports detailed and complex utility asset management in real time, without additional customization. We reduced friction for field users by simplifying interactions and workflows, ensuring the experience fits into existing field environments.
Map-Based Association Creation
To better support field workers' workflows, we adopted a mobile-first design that allows users to view utility networks and create or remove associations directly in the field, with changes seamlessly integrated into the enterprise system.
Configure Association Properties
The configuration panel follows native iOS and Android design patterns to reduce cognitive load, helping field workers quickly verify settings and ensure new connections comply with utility rules and data quality standards.
Select Target Assets from the Database
Field workers access the same data as office teams. We combined category browsing with search to help users quickly locate endpoint assets in large enterprise datasets.
Problem Overview
Utility companies rely on field data to manage critical infrastructure and scale operations. In practice, field data collection is often handled through fragmented, custom-built tools. This leads to inconsistent data quality and requires utility network managers to manually input reports, tickets, and asset updates into enterprise systems. The process is time-consuming and difficult to scale across large organizations.
Field workers use tools that are designed for expert analysts rather than frontline workflows. Existing software is not optimized for outdoor conditions, offline use, or rapid data entry, making data collection unintuitive and inefficient in the field. This disconnect creates friction across the organization and limits the reliability of enterprise data, highlighting the need for Esri to extend its ecosystem to better support field workflows.
Design Principles at Scale
Field-friendly workflows that integrate with enterprise systems
· Key Considerations
To support large utility organizations, the platform follows standardized data models. We adopted a modular design to increase flexibility across different scenarios. These principles ensure consistent data quality and reliable performance across teams, regions, and enterprise-scale deployments.
Familarity: For fieldworkers, it should be familiar, less learning curve.
Confidentiality: Companies have 100% control over of their data.
Accuracy: Field data is captured correctly and validated.
Scalability: Consistent data standards across devices.
High-Level Design Audit
Starting from what we already had.
Before starting the design process for the new tool, we reviewed the existing enterprise software, ArcGIS Pro, to identify patterns that organizations already rely on.
We also incorporated insights from previous research, focusing on user pain points and heuristic issues to improve overall usability and system efficiency.
Navigation Complexity
The existing tool features deeply nested menus and non-intuitive information architecture, making it difficult for field workers to locate key functions quickly.
Not Field-Optimized
Core workflows rely on mouse-based interactions that don't translate well to touch screens, limiting usability in outdoor field conditions.
High Cognitive Load
Too much information displayed simultaneously creates cognitive overwhelm, slowing task completion and increasing the chance of errors for non-expert users.
From Insights to Design Decisions
Findings
Informed Design Decisions
Non-essential functions. Hard to use on mobile and tablet.
Focus on the more relevant functions. Mobile-first layout.
Interactions and patterns are not intuitive for field workers.
Use simple, familiar interactions and patterns with clear guidance.
Too much information at once, making it hard to focus on the task.
Reduce cognitive load through progressive disclosure and clear information hierarchy.
Design Exploration
Initial Workflow and Approach
· Workflow Snapshot: Filtering Results
With the design principles and goals in mind, I started designing the experience for users. I focused on interaction patterns, making them native to iOS and Android so they feel familiar and intuitive. I kept the overall workflow lightweight, revealing information progressively to avoid overwhelming users. I also optimized the information hierarchy to make the most important content immediately visible.
Research & Feedback
· Extreme weather and field conditions
We began the research by working with four expert-level managers from utility organizations to understand enterprise rules, data standards, and operational risks. Their feedback helped define the system constraints and boundaries the design needed to respect, ensuring the design concept was viable, scalable, and aligned with existing workflows.
Designing for Real-World Constraints
What we learned
What we changed
Work in extreme condition, this typing-heavy workflow slow them down and increase frustration.
Simplified filter workflows by reducing reliance on typing and prioritizing tap-first interactions.
Technical terminology creates unnecessary cognitive load to the end users.
Replaced technical terms with clearer, task-oriented language aligned with users' mental models.
Usability Improvements
Balance speed and data accuracy.
· Barcode scanning with confirmation
Originally, the system navigated to a result immediately after detecting a barcode. In field environments where multiple barcodes are often close together, this led to frequent accidental scans, forcing users to backtrack and repeat work. I introduced a lightweight confirmation step before navigation, giving users control to verify the intended scan. This small adjustment reduced errors, avoided unnecessary rework, and made the overall workflow faster and more reliable in real-world use.
Automatic navigation led to errors when multiple barcodes were nearby.
Lack of user control made it hard to detect the intended barcode.
Lightweight confirmation reduces errors and improves efficiency.
Tappable scan results give users greater control over detected barcodes.
· Preventing Accidental Deletion
Deleting field assets is a high-impact action. To reduce the risk of accidental data loss, I redesigned the delete flow to add a brief review step. Instead of allowing deletion with a single tap, users now review key object details before completing the action. This extra moment helps confirm intent and keeps the system reliable without slowing down everyday work.
A single tap could permanently delete important, non-retrievable data.
Easy to tap on the "Delete" button by mistake during fast-paced field work.
Users review detailed information to confirm the correct item before deletion.
Prevents high-impact errors and reduces the risk of accidental data loss.
Results & Impact
91% Task Success Rate in Field Testing
To evaluate the overall user experience of the new design, we conducted 14 field tests with end users across different industries. Participants were asked to complete core daily tasks using the new design, achieving a 91% task success rate. Most tasks were completed smoothly without assistance, and users reported feeling clear, confident, and in control throughout their interactions.
What's working well:
· Both first-time and experienced users were able to use the design effectively without assistant.
· The design aligns well with users' mental models and integrates smoothly into their existing workflows.
· Users were able to quickly understand and interpret key information with clarity.
