GAIAPortal is Uteco's new customer portal, designed to track all service requests as well as information regarding the Uteco machines owned by customers.
The Customer Portal is designed to be accessible on both desktop computers and smartphones.
Through the portal, customers can submit requests to Uteco Customer Service, as well as view a complete overview of the machines they own and any open requests related to those specific machines.
The need for this portal, which originated primarily at Uteco, was to centralize all information exchanges between Uteco and its customers, thereby creating a single communication channel and enabling the monitoring of first response times and request resolution times.
The Portal was therefore designed to make communication between the two parties easy and intuitive.
Customers are guided through every stage via step-by-step procedures. The interface is intuitive and easy to navigate, and all information within it is organized and displayed based on the user’s role.
The Process.
To validate the interaction flow, a wireframe workflow was first created. This allowed the flow to be validated by both internal Uteco users and the customers who would eventually use the tool.
A dedicated Design System was created to integrate with the website and feel familiar to end users, making the portal as user-friendly as possible.
GaiaLens.
To complete the Uteco’s remote support, a technical assistance service via video call was designed to drastically reduce the time needed to resolve critical issues.
Field technicians were involved in this project, and they had very specific requirements:
the need for a stable connection
the need for virtual reality to assist in problem-solving
automatic live translation in case of language barriers.
The service that was developed consists of an app that includes all these features, accessible via tablets, smartphones, or smart glasses, allowing technicians to keep their hands free during maintenance.
