Temco Logistics
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Developed to serve as a side kick for technicians on the road to perform their jobs safely and with customers in mind.
Background
What we were solving.
With hundreds of technicians collectively driving millions of miles to deliver appliances for customers of some of the largest retailers in America, there is a need to keep everyone on the same page. What does great customer service look like? What do I need to remember in order to keep myself, my crew and our customers safe? What processes do I need to ensure I understand and follow? Technicians needed a resource that they could keep in their delivery trucks and revisit, as well as view on their mobile devices when not operating a vehicle. There was previously not much training provided to keep the “must-know” information right at their fingertips.
Approach
How we solved it.
My SMEs provided content to me in various ways. From writing out their own thoughts to pointing me to websites that contained bits of information that was needed. I iterated an outline and training plan so that we could ensure everything that needed to be covered was in fact covered. With this information, I designed a guide that could be used via print, as well as digitally. The guide followed their style guide while also providing visually appealing depictions of key concepts. The guide was piloted with a few trucks and upon successful use and retention of concepts, grew to be utilized in hundreds of company trucks. Managers could use the guide during team huddles to test, refresh and remind technicians of their duties.
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