Maybe you are looking for your next mobile solution, or perhaps you are ready to upgrade to the Utility Network.  Whether it’s a system upgrade or a new solution, the thing I see time and time again is the disconnect between the GIS/IT groups making the decisions and the actual users.  Ensure that the group of end-users involved in the decision-making process represents a diverse range of roles and experiences. Different teams or individuals might have unique requirements that should be considered.  Mobile solutions are a prime example of how users are left out of key conversations.  As a customer and consultant, I have been part of many rollouts where a frustrated foreman tells me, “They never even asked us what we needed.”  Sure, there are stakeholder meetings, but are you bringing in the end users?  The people in the truck at 2 a.m. riding the line looking for a fault?  The users working a storm in freezing conditions where there is little to no cell phone coverage?  Implementing a new system is challenging, but remember your “WHY.” And don’t think this is only an OCM issue. Bringing field users in earlier in the process can help drive how your data model is set up or what mobile tools are right for them.  Maybe the tool is already decided on. User feedback can help with configuration and drive testing.

How can utilities avoid this in the future?  Here are a few tips that can aid in user adoption, understanding, and ensuring a quality product.

Take a field user shopping with you or get a shopping list.

Seriously, find a lineman or field worker and take them to a conference so they can get their hands on the tools early on.  They know exactly what to look for and how it will be used in the field.  Who better to vet a mobile tool or new product than the people using it?  Is it intuitive?  Is it easy to see?  Can you change backgrounds to be visible on sunny days and at night?  Insight from someone who will use the software can help avoid pitfalls that might not bubble up until it’s too late.  Maybe you can’t get a field worker to a conference due to schedules or budgets. The next best thing is to get a shopping list.  Don’t just send out a survey. Go to a safety meeting and get about 10 minutes in front of your crews and region workers.  Ask them what they are looking for in the new solution you are working on. Find out what their pain points are.  What is causing them issues or frustration? You might be surprised at the answers.

Design and test the solution on the equipment field workers use.

It seems obvious, but if you sit at a desk all day, odds are you have a large monitor or multiple monitors.  Sure, that mobile solution looks excellent when it’s on the big screen while you are sitting in your comfy chair.   What does it look like on a 14” semi-rugged laptop sitting in a bucket truck?  If you expect users to design and as-built in the field, remember that their monitor is much smaller and the resolution isn’t the same.  Are you designing and testing your solution in realistic scenarios?  How does the application perform when there is no connectivity?  Simulate real-world conditions during the testing phase. Understand the challenges faced by users in extreme weather conditions, remote locations, or areas with poor network connectivity. This can help identify potential issues and ensure the system’s robustness.

Keep them involved.

Often, what is purchased and deployed isn’t going to look the same.  Did you remove some key features that your users initially loved for the sake of performance?  Did they have the opportunity to provide feedback on attribute visibility and order?  Check-in with users throughout the process.  It ensures buy-in and can help avoid surprises later.  There have been so many times a user has said, “I wish it could do…”  And many times, it can!  Sometimes, it’s as easy as a simple configuration or addition of a tool that is out of the box. Conduct user interviews, surveys, and usability testing to gather feedback at various stages of the development process.  Implementing little changes like those will make the solution better and your end users happier.

Safety

Last and most important is safety.  Workers in the field need to stay safe, and a lot of that safety is tied to the information given.  Yes, you want your end users to like the tool, but more importantly, you want those tools to be straightforward to keep them safe.  How much time was lost finding an emergency cutoff valve because the zoom scales were off or the symbology wasn’t clear in your mobile solution?  Are new processes and expectations taking your field workers away from what they should be doing?  What started out as a slight nuisance could potentially be a safety hazard waiting to happen.  Early feedback and testing by real users can find issues that can prevent injuries in the future.

Staying connected with your end users is critical to a successful implementation.  By incorporating these principles, organizations can bridge the gap between decision-makers and end-users, leading to more successful technology implementations that genuinely meet the needs of those in the field.