Key Projects I worked on
Analyzed and improved applications and workflows for the Supply Chain, Oil & Gas
Developed optimized prototypes for supply chain systems to enhance operational efficiency
Streamlined workflows in Oil & Gas to minimize production bottlenecks
Evaluated supply chain applications to identify areas for performance improvement
Designed process maps to align workflows with industry standards
Integrated user feedback into workflow enhancements for Oil & Gas operations
Researched emerging trends to recommend innovative supply chain solutions
Improved data visualization tools for monitoring supply chain processes
1
Field Inspectors’ Workflow
Inspectors previously used paper forms and Excel sheets for inspection reporting, causing delays.
I developed a digital solution for on-site data collection, validating test results, and overall seamless reporting.
Processes and Overall approach on this project
Identifying the Why, What, Who and How, to help us define the purpose
Why are we doing this?
Field inspectors and managers were stuck in outdated, manual processes that slowed communication and decision-making. The goal was to digitize the manual process by streamlining workflows and improving efficiency across inspection and reporting tasks.
How will we solve this?
By identifying bottlenecks, understanding user pain points, and rethinking the process using user research and feedback.
What did we create?
A digital system for inspectors to log data in real time, eliminating paper and manual entry and a manager’s dashboard to track updates, raise tickets, and view department performance metrics at a glance.
Who did we create for?
Inspectors, Supervisors and Managers
And, applying the double diamond approach to streamline the structure and gather a rough timeline
Discover
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Conduct interviews with users to understand daily challenges.
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Map current workflow to identify bottlenecks and inefficiencies.
Define
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Synthesize findings to outline key problems: manual data entry, lack of real-time communication, and no centralized tracking system.
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Define clear objectives to streamline workflow.
Develop
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Wireframes and Prototypes for digital inspection system and manager dashboard.
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Test flows to gather feedback and refine.
Deliver
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A streamlined system to eliminate manual process and improve real time communication.
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Enable managers to track progress, oversee team performance and take quick action.
Lets get started
Why is this system followed?
Inspectors are used to paper and Excel, so it's easier for them to stick with it.
Familiarity
There may not be enough digital tools available for a change.
Limited Tech
Paper and Excel are cheaper to maintain than new systems.
Low Cost
The current system is easy to use with little training needed.
Simplicity
Paper works well in remote areas where digital tools may not be accessible.
Flexibility
If it’s working fine, there may not be a push to switch to something new.
No Urgency
Research
Current Workflow of an Inspector
Old Reporting System
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.
And yet, why was there a need for a new digitized system?
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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Let’s ask our users
On Interviewing 70 QA Inspectors from various departments, Backed by Primary and Secondary Research
Approach
Empathetic
Observing users in their environment, conducting interviews and surveys, performing contextual inquiries
AskQuestions
What could make reporting faster? Is mobile safe to use at workplace? What’s the working temperate at your place?
Affinity Map
We wrote observations on sticky notes, grouped them into themes, and analyzed patterns to find pain points and opportunities.
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.
The Observation & Decision: Designing a Seamless Solution
Based on our findings, we identified the essential features that the application must have to meet the needs of field inspectors.
How interested would you be to switch from current system to an Enterprise application?
What key features would you like the application to display?
Must haves functionality
Can have functionality
User Personas
To better understand the people who will interact with the system, User personas helped us in visualizing the end-user experience, ensuring that the application meets their specific needs, goals, and pain points.
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
SGS: Veri
As a Designer at SGS India, I created user-focused solutions for enterprise applications, including real-time field updates, quality checks, and mobile-friendly interfaces. I also designed features to streamline product inspections, ensuring compliance and safety.
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.
