Page 7 - Mobility Management, January 2019

Coordinator or as an ATP?’ We wanted to make sure first and foremost that we were taking care of customers through this experience. But if that also freed up time so we could take care of more customers on the support and operations side of things, then there’s a dual benefit.”
Customer-Centered Design
In today’s expect-it-all, expect-it-now world of communi- cations, even a very robust app capable of a multitude of functions isn’t necessarily enough.
Prestegaard noted, “Order visibility is key; that
was one of the main things we wanted to get out of
[the app]. But we also wanted to make it simple and intuitive. We took our cues from, of all things, a pizza delivery app: Simplify the process into a few presentable steps, and then present the steps clearly. We wanted simplicity and we wanted transparency: Where am I and what’s next?”
Motivational speaker and Numotion blogger Scott Chesney, and August de los Reyes, current Director of
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Customer Experience at Google, are both wheelchair users and were among those consulted on the app’s design. “We had a number of customers who told us what type of experience they’d like to have,” Prestegaard
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