Replace manual data entry with a connected workflow — field teams submit test results on-site using mobile, and managers review them instantly on desktop.
At SGS India, I designed app features that helped teams check product quality on-site, report updates quickly, and follow safety rules using mobile devices.
2020 - 2022
Strategy, Research & UX Design
Data & visuals restructed due to NDA
SGS, India
Problem Statement
About the company
Field inspectors relied on outdated paper forms and Excel sheets for reporting, causing delays, errors, and inefficiencies. There was an urgent need to digitize the workflow to streamline data collection, improve reporting accuracy, and support real-time decision-making for inspectors, supervisors, and managers.
Opportunity
Approach
Over two years, I led UX efforts to modernize workflows for Supply Chain and Oil & Gas operations.
My role spanned across all key phases of UX design, from research to product evolution:
Discovery → Research → Mapping → Prototyping → Testing → Improving → Evolving → Recommending
Old System
My Over 800 SGS Quality Inspectors and Auditors in Oil & Gas and Steel Plants use Paper forms and Excel spreadsheets to record readings, monitor production processes, and report findings.
Why was this system followed?
Inspectors were comfortable using paper forms and Excel because they were familiar tools. It felt easier to stick with what they already knew rather than adopt something new.
Another big reason was the lack of available digital tools — not every site had access to advanced tech that could support a switch.
On top of that, the existing system was simple enough that inspectors could use it with very little training, making it feel "good enough" for day-to-day work.
Finally, there was no strong urgency to change — as long as the system worked reasonably well, there wasn’t much pressure to move to something new.
Why digitize?
Manual workflow takes effort
Each step in the workflow took an extra manual effort for the inspectors to perform the task from writing down data on paper, then re-entering all data on the excel sheet and emailing attachments to their managers.
Takes longer Inspection hours
Due to manual entries while validating from a printed report, each inspection would take long hours leading to missed deadlines.
It’s hard to keep a track of inspection reports
While keeping records of larger teams and departments, it is hard for managers to keep a track through individual emails and manual reports to track progress as well as validate data to approve them.
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Approach
Empathizing with Users
I observed targeted audience in their real work environments, conducting interviews and surveys, and performed contextual inquiries to better understand their daily challenges.
Asking questions like
What could make reporting faster? Is mobile device use safe in the workplace?? How do environmental factors, like temperature, affect workflow?
Synthesizing Insights
Using affinity mapping, I gathered observations on sticky notes, grouped them into key themes, and analyzed patterns to identify major pain points and opportunities for improvement.
Observation
How interested would you be to switch from current system to an Enterprise application?
Must have
Can have
What key features would you like the application to display?
Best Devices for Our Users
ConOps - System Blueprint
Think of ConOps as the game plan for our enterprise app—it answers the big questions: Who’s using it? What’s it for? Why does it matter? It’s the bridge between understanding user needs and creating a solution that works for everyone.
What questions are answered in ConOps?
What the app does and why it’s essential?
Mapping roles of Inspectors, managers and Clients
Where and how the app will operate?
Rakesh B
Quality Inspector
Rakesh Bhandiwadekar, a 35-year-old field inspector with 8 years of experience, works in remote locations with limited connectivity. He needs an easy-to-use mobile app that allows real-time reporting, offline functionality, and efficient task tracking. His goal is to complete inspections accurately and on time, with quick access to critical data and task updates, even in low-connectivity areas.
Bio
Age
Location
Year of Service
Industry
Education
Age
Mumbai, Maharashtra India
8 years - QC and field inspections
Steel, Minerals, Oil & Gas
Bsc Metallurgy
Tech Proficiency
Challenges
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Limited access to Laptop’s or PC.
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Shift change communication
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Images getting mix with personal data
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Mobile app and desktop
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Phone - Android/IOS
Preferred Features
Schedule Check and Task Tracking
Offline functionality
In-built Image capturing and upload
Real-time reporting
I’d be happy with just 15 extra minutes. Instead of finding a computer and re-entering everything, I could submit it all directly from an app.
So what device works best for our users?
ORIGINAL
Manual paper data entry on-site while validating from a printed document then reentering data onto an excel sheet and sending it via email to supervisor
Inspectors
Mobile device app with a single functionality to input data entry on-site and submit via the app.
IDEAL
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Personal device app to avoid additional business costs of device.
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Don’t need to have 2 devices on hand when at work.
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Easy small device to use when on-site.
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Single functionality to focus on primary tasks.
ORIGINAL
Assign inspectors to each inspection requirement via email and then review emails from each inspector with attached excel sheet and report documents to match and validate entries
Supervisor
IDEAL
Desktop enterprise app to assign inspectors, track inspection progress and approve reports while also tracking department progress and analytics.
How and Concept of Operations (ConOps):
The System’s Blueprint
Think of ConOps as the game plan for our enterprise app—it answers the big questions: Who’s using it? What’s it for? Why does it matter? It’s the bridge between understanding user needs and creating a solution that works for everyone.
What’s Inside ConOps - Information about..
What the app does and why it’s essential.
Mapping roles of Inspectors, managers and Clients
Where and how the app will operate.
Key User Tasks and System Interactions: Basic Use Case
Identifying Use Cases
Mapped actors, processes, and events to create functional scenarios
Selecting Task
Focused on tasks, covering a range of difficulty from simple to complex.
Defining Effective Tasks
Focused on tasks, covering a range of difficulty from simple to complex.
Define
A mobile app for Inspectors to do quick entries and submit reports
An enterprise portal for Supervisors to track department progress, assign inspectors and do quick reviews.
Assignment submitted successfully!
Can also assign multiple requests to a single inspector
Workflow
Supervisor assigns an inspector to a request
Once assigned, the inspector receives the request in their ToDo queue
Inspector app
Start an inspection when they reach on-site
Enter each parametric value
After all entries, last step will show a summary sheet with legends to show how many matched the tolerance level and how many didnt. Depending on that, the inspector can accept or reject and the submission will go to the supervisor.
Inspection Report submitted successfully!
Once submitted by the inspector, it reflects as completed on the supervisors portal where they can review the report and approve it.
Final Screens
Inspector’s Mobile App
Manager portal to track status
Conclusion
In this case study, I worked as a product designer to develop a mobile and desktop inspection application for a world-leading inspection, verification, and testing company. Designed for field inspectors, supervisors, and managers, the app replaced outdated pen-and-paper and Excel-based reporting methods, streamlining workflows and ensuring efficiency in safety-first environments.
The inspector version simplified reporting by capturing relevant data and guiding necessary steps, eliminating the need for large PDF order documents. Supervisors benefited from additional features like shift transfers, global documentation access, and task assignments with real-time status updates, accessible across mobile and desktop. For managers, the app provided centralized dashboards with data visualizations, predictive insights, and order progress tracking.
This project involved thorough research to ensure compliance with SGS codes of conduct and regulations, prioritizing environmental, human, and safety standards. Currently, the application is used by over 10,000 active users, revolutionizing inspection processes across the organization.
