Gas Safety Assessment

Overview

I led the Gas Safety Assessment project from design through to build, creating a native flow in Salesforce Field Service to replace a failing third-party tool.

This gave engineers a reliable way to capture assessment data in the platform they already used every day.

Working with our Systems Architect and Salesforce developers, I designed the workflows, reports, and email templates, and configured the required fields in Salesforce.

The result was a seamless process from engineer submission to customer delivery, improving the experience for engineers, internal teams, and clients alike.

At a Glance

• My Role: Product Owner & Digital Product Designer
• Key Skills: Product Design and ownership, UX/UI, Workflow logic, Email template design and development
• Collaborators: CTO, Systems Architect, Salesforce Developers, Engineering Managers, and Operational Manager
• Tools: Salesforce Field Service, Figma, Salesforce Visualforce, Salesforce Flows, MS Excel
• Timeframe: 2022

Deliverable Features

All products presented below were redesigned, built and integrated within Salesforce, entirely removing the need for any external third party tools or software.

Problem

The client's field service engineers were struggling with a fragile third-party form tool that frequently crashed, causing data loss and workflow interruptions. The existing solution lacked integration with their Salesforce ecosystem, creating inefficiencies and potential compliance risks.

Key Pain Points

• Manual paper-based forms requiring physical storage and retrieval
• Time-consuming data entry and report generation
• Inconsistent formatting and potential for human error
• No integration with existing CRM and customer management systems
• Delayed customer communication and report delivery

Legacy Products

The following legacy products and user flow illustrate the problematic system that engineers were struggling with before the new Salesforce-based solution was implemented.

Solution

I adopted a user-centered design approach, focusing on the needs of field service engineers while ensuring seamless integration with existing business processes. My goal was to simplify the gas safety assessment, creating a smooth and positive experience for our engineers.

User Research & Discovery

I engaged the Operations Manager to deeply understand existing process gaps and operational challenges, uncovering critical issues affecting service quality for customers. I spoke with engineering managers to hear what engineers really thought about the current form tool. They said it had too many extra steps and bugs, making it frustrating to use.

Many engineers either needed constant help or gave up on the tool altogether, reverting back to paper certificates. These paper certificates couldn't be digitized, creating extra work for their manager and slowing down the process.

The legacy user flow (shown above) illustrates the steps engineers currently take to complete an assessment. In the ideal scenario, the report is automatically generated and emailed to the client and key internal staff, allowing engineers to finish their visit quickly.

However, even in this "happy path," operations and customer service teams often face frustration. Simple customer questions can become complicated cross-team efforts to locate certificates, send engineers back for repeat assessments, or process refunds.

Secondary Research

• I ensured legal compliance by researching gas safety report requirements
• I conducted a competitive analysis to identify industry standards
• I evaluated alternative form solutions for features, functionality, and cost

This research guided my discussions with the Systems Architect and CTO, leading to selecting a Salesforce-based solution as the best fit.

Design & Development Approach

I designed a mobile-first digital assessment system with automated report generation, email notifications, and Salesforce integration to streamline the entire process from field inspection to customer delivery.

User Flows

I created user flow journeys to visualize the experiences of engineers, operations, customer service teams, and customers. These flows guided the design process. My main goal was to simplify the gas safety assessment, creating a smooth and positive experience for our engineers.

Wireframes

I created wireframes to break down complex requirements and establish the foundation for the final designs.

Technical Implementation

• Implemented the redesigned customer email templates
• Collaborated with developers to build the gas safety report template and Apex controller in Salesforce
• Oversaw the development of all products and flows to ensure alignment with business and user needs

Quality Assurance

• Conducted quality assurance testing across all products before deployment
• Tested the gas safety report template and Apex controller functionality
• Verified email template rendering and delivery systems

Key Learnings

• Field research is crucial for understanding real-world user needs
• Mobile-first design is essential for field service applications
• System integration can significantly enhance user experience
• Automation of manual processes can dramatically improve efficiency
• Professional presentation of data builds customer trust

Impact

The digital gas safety assessment system was successfully deployed and integrated into Aspect's operations. The project was launched shortly before I left the company, so I wasn't able to gather long-term metrics or follow-up data on its performance.

Project Delivery

• Created user manuals and tutorial videos for engineers explaining how to access, complete, and submit the Gas Safety Assessment form within the Salesforce Field Service app
• Wrote user manuals for internal teams covering available tools, key workflows, and how to manage and send gas safety reports in Salesforce
• Documented how to find all report versions and supporting files within a client's Salesforce account
• Produced internal release notes for the engineering team outlining delivered features, technical details, and where to locate everything in Salesforce
• Compiled a handover document to help engineering and design teams manage the product and address future issues
• Wrote internal launch communication to announce the product release, highlight features, identify users and support contacts, and share training materials with the wider company

Planned Next Steps

• 🚀 Begin Phase Two Development
  • Expand assessment types beyond gas safety
  • Add offline functionality for areas with poor connectivity
  • Implement advanced analytics and reporting dashboards
• 🧩 Expand Salesforce Integration
  • Automated customer record updates
  • Integration with scheduling and dispatch systems
  • Advanced reporting and analytics capabilities
• 🤝 Facilitate Cross-Team Collaboration
  • Share best practices with other field service teams
  • Develop training materials for new users
  • Create feedback loops for continuous improvement
• 🧠 Prepare for Internal Adoption
  • Develop comprehensive user training program
  • Create system documentation and user guides
  • Establish support processes for field engineers
• 📣 Rollout & Feedback
  • Gradual rollout to additional field teams
  • Collect user feedback and iterate on design
  • Monitor system performance and user adoption