Field Sights
Oct 2021 - Aug 2022
Field Sights allows the J&J Global Brand Protection organization to investigate potential counterfeit products worldwide through a process of creating market surveys that are then filled out by inspectors in storefronts around the world.
Web application for identifying and tracking down counterfeit J&J product worldwide
Background
Field Sights (Brand Inspector) is a brand protection tool that is used to create surveys that are targeted at a region and/or store type anywhere in the world. The J&J Brand Protection team then contracts out “Inspectors” that go to the specified locations to inspect products and fill out the survey detailing out the state of the products to determine whether or not they are counterfeit.
The old website ran off the backend of drupal and therefore was filled with a ton of bloat and links that weren’t being used. We wanted the new experience to be optimized for each user type that would be interacting with the system.
Field Sights, formerly known as Brand Inspector, would be replacing the old Drupal website with a redesigned experience. There was a lot of information to download before I could start mapping out what the new experience would look like. I wanted to get an understanding of what the end-to-end process looked like so I could streamline how the surveys were getting created and filled out.
Insights and Information
UX Audit of Brand Inspector Experience
After getting access to the current experience I was able to dig into exactly how the surveys were created and subsequently filled out by the inspectors. The Admin logs in through a website to create the surveys. Surveys consist of 3 main parts: location, product, and market survey questions. First, the inspectors need to capture where the products came from, what product it is, and then answer a set of custom questions created by the Admin to determine whether the products are counterfeit or not. I went through the process of creating a test survey and filling it out to point out all the pain points and areas where things can be improved.
Wireframing
After getting access to the current experience I was able to dig into exactly how the surveys were created and subsequently filled out by the inspectors. The Admin logs in through a website to create the surveys. Surveys consist of 3 main parts: location, product, and market survey questions. First, the inspectors need to capture where the products came from, what product it is, and then answer a set of custom questions created by the Admin to determine whether the products are counterfeit or not. I went through the process of creating a test survey and filling it out to point out all the pain points and areas where things can be improved.
User Testing
The initial wireframe prototypes were tested with the admins and project managers to get feedback on the survey creation flow. I wanted to get an understanding on some key interactions:
Is the survey created in one sitting
How much information needs to be added in order to publish the survey
What different types of surveys can be created
Does every survey require the same information
Are there common questions across different surveys
New Concept
It became clear during initial testing that there would be more information needing to be captured than the first wireframes would have been optimized for. I wireframed out a new concept that allowed for more information to be captured at each step of the survey creation process. It also lended itself to the idea of saving surveys in progress so that the admin could save and exit to complete later.
Iterating on the Survey Creation Flow
It became clear during initial testing that there would be more information needing to be captured than the first wireframes would have been optimized for. I wireframed out a new concept that allowed for more information to be captured at each step of the survey creation process. It also lended itself to the idea of saving surveys in progress so that the admin could save and exit to complete later.
Survey Creation
After multiple rounds of testing and validation the survey creation began to take on its final form. The admin starts by entering the name and location details. The admin then progresses through 6 main steps building out each section of survey. A lot of effort went into making sure the question portion of the survey creation met all the user needs in terms of customization of questions and building out the conditional aspect of the questions.
Creating questions that the inspectors will fill out during product inspections
Creating conditionals tied to questions from the previous steps
Active Surveys
After multiple rounds of testing and validation the survey creation began to take on its final form. The admin starts by entering the name and location details. The admin then progresses through 6 main steps building out each section of survey. A lot of effort went into making sure the question portion of the survey creation met all the user needs in terms of customization of questions and building out the conditional aspect of the questions.
User Type: Inspector
With the admin survey creation UX coming together my focus switched to the Inspector Role. Inspectors are contracted out to go to a certain store type, size in specific regions to investigate products and fill out the specific surveys assigned to them. Based on how the market survey questions are answered depends on what messaging and instructions the inspector is given. They needed to be able to go into their Field Sights account and see the surveys assigned to them, fill out them out, and maintain an archive completed survey submissions.
Inspector Flow
The inspectors are typically fill out the inspections on their phones while they’re physically in the store. They don’t have a lot of time to fill out the surveys and can potentially be putting themselves in danger depending on where in the world the storefront was that they were conducting the survey. These and other factors were considered when creating the inspector flow.
After logging in through the web app the inspector is able to see any surveys they are assigned. They are typically assigned to a region and specific type of store and/or chain of stores. Surveys can either be directed at a specific product (ie. 12 oz Aveeno lotion) or an entire line of products from a particular brand. Once the inspector is in a store specified by the assigned survey they must:
1. Enter the location information of the store they are inspecting product at
2. Scan the barcode of the product they are inspecting, or choose from a set list of product options (specified by the survey admin)
3. Answer market survey questions to determine if the product is counterfeit and therefore must be bought and removed from the store’s shelves.