Product Case · Field Operations · Product Strategy - Optimisation Problem
Field assessors could not complete compliance assessments onsite due to network and device unavailability.
Assessors visiting remote sites had no working app to log what they found — so they scribbled notes on paper and retyped everything back at a desk, hours or days later, by which point details had faded and the record no longer matched what actually happened. I redesigned the field experience so assessors could finish the job on the spot — completion rates rose 2.6×, from 21% to 55%.
Problems
- Manual note-taking onsite
- No offline access and sync
- Frequent data loss
- Delayed validations
- Poor mobile compatibility
Two workarounds, both broken
Handwritten notes on-site, entered into the system later — introducing transcription errors and a gap between what was seen and what got recorded.
Assessors waited until they were back at a desk to complete the record. Observations faded and time-sensitive issues got flagged late.
What we changed
- Works with zero signalForms can be filled in and completed fully offline — nothing depends on a connection at the site.
- Never loses a noteAuto-saves every 60 seconds and recovers a draft automatically if the app closes.
- Built for one handStarting an assessment dropped from 5+ taps to 2 — usable one-handed, gloves on.
- Always shows it savedA persistent status bar removes the guesswork about whether the record went through.
This fix introduces some new features and digital touch points to enhance adoption.
What it moved
- Fewer manual errors and compliance gaps from paper workarounds
- Consistent, field-native experience across desktop, iPad, and mobile
