Ecolab ES&S App

Ecolab is a chemical company that delivers water, hygienic, and infection protection solutions and services that protect people and vital resources. They currently have customers in more than 40 industries and 30 million customer locations.

Salespeople and technicians physically inspect customers’ equipment to ensure things are running efficiently. After that, the whole service call process is reactive, and service people respond to problems when they are on-site. They record all these observations on the ES&S app.

"In a recent poll among Ecolab's sales and service associates, we discovered that more than half of their time was spent in non-customer-facing activities like driving, tracking orders, or doing administrative tasks. "

"Ecolab is trying to free up time for these associates to spend more time creating value for their customers."

The current ES&S does not adhere to the design principles and accessibility standards, which are essential for the users to access the app easily.

Step 1 - Heuristic Evaluation -  We performed the heuristic evaluation of the ES&S app based on Jacob Neilson’s and Prof. Chuck’s ten heuristics and decided the issues that must be targeted.

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Step 2 - Competitive Analysis - We then performed a competitive analysis based on some of Ecolab’s competitors, which helped us understand the common issues faced by similar customer service applications.​

Step 3 - Usability Test - We then conducted a usability study and a few interviews to test the Ecolab Sales and Service app's product ordering feature and aim to understand how the users interact with the app to order products for their customers. 

Step 4 - Design Sprint - We then conducted a 2 -day design sprint flying everyone, including CAMs and Service agents, to St Paul, MN.

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​"The Schedule to visit different customers is not customizable, and the recommended schedule is sometimes not time efficient."​

" Updates to the ES&S app are not being informed to the users."​

"No on-screen descriptions for what different color pins mean on the Map"​

" Ecolab's Virtual Assistant is not useful as it does not provide useful response"​

After testing the first set of wireframes, I iterated based on feedback from stakeholders and developers to check the feasibility of the designs and created the final prototypes using Figma. 

We designed to use pagination so that users can easily navigate to a specific page of content, which can be helpful when looking for something specific.

We decided to rearrange the products personalizing them to each user based on the recently ordered products, then contracted products, and then alphabetically arranging them.

Based on the feedback, we decided to reorganize the product information page so that sales agents find it easy to access information when they are at the customer's location. Also, we included a direct link to the Ecolab sales support product page if the user needs additional information 

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Added indications to avoid delays due to the user ordering products that are not available.

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