Mobile, Mobile Everywhere

Field Service Assistant app for
 "Spreading the Good Word"

Field Service Assistant app for "Spreading the Good Word" This afternoon I took a few moments to explore the web and app stores for new field service mobile apps that have come on to the market. During my search I stumbled upon an app called Field Service Assistant . Thinking it was a field service app I clicked on the link. To my surprise it actually turned out to be an iPhone app to help Jehovah's Witnesses track their missionary efforts. Curious I browsed through the various screenshots that gave an overview of the apps capabilities. I was impressed by the number of items they can track with their app. Here is a brief list

1. Volunteer time 
2. Number of Books 
3. Number of Brochures 
4. Number of Magazines 
5. Revisits including quantity of visits and contact information 
6. Total Service Hours 
7. Email reports 
8. User Management 
9. Sharing 
10. Notes 
11. Multiple language support 

I was reminded again how mobility is permeating every aspect of our lives from business, travel, entertainment, shopping and even religion. It seems the only limit is our imagination, creativity and innovation.

Jody Sedrick

Enterprise Mobility Strategist, Follow me on Twitter: @jodysedrick and @zenewareinc

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Zenware

Felix Baumgartner - Data Visualization helps set up the perfect jump

Last week Felix Baumgartner made history when he SMASHED the previous free fall sky diving record of 19 miles and jumped from a staggering 24 miles. The world literally watched in awe, wonder and anticipation as it was broadcast live from YouTube.

Being a bit of a adrenalin junky I watched a myriad of news reports, video compilations and Red Bull Stratos official videos. One video in particular caught my attention from the Red Bull YouTube Channel that highlights the team behind the record breaking jump.


Now watch it again and pay attention to the section where Joe Kittinger the previous record holder and Meteorologist, Don Day talk about the jump from :20 to 1:03.

The thing that caught my eye was the absolute attention to detail. The Red Bull team was working with every bit of data available to best predict the future - to best predict the perfect outcome.  Notice the power of information that was continually flowing to the meteorologist -- all at his fingertips. Every bit of data was visually presented in a manner that enabled him to make immediate analysis of field conditions to help mission control know when and how to dispatch the Red Bull Stratos team.

This same kind of data visualization implemented into mobile businesses can empower companies to better manage their mobile teams.  What kind of data are you gathering and more importantly visualizing from the field that will help you best predict the future outcome of your company? The ability to quickly visualize interpret and act on data patterns can signification impact business.  In the spirit of Colonel John Boyd's OODA model, with the right data not only can you observe you can orientate, decide and most importantly act now to help best serve your customers, manage your team and ensure your companies growth.

Related Links
Data Visualization - Real Time Visibility and Mobile Data
Tribto [Official] Felix Baumgartner freefall from the edge of space with New
CNN - Felix Baumgartner Stratosphere Jump 2012

Jody Sedrick

Enterprise Mobility Strategist, Follow me on Twitter: @jodysedrick and @zenewareinc

LinkedIn Profile 
Zenware

Government and Mobile Apps

For the past couple of weeks I've enjoyed some very interesting discussions with Samantha Lapin, CEO of Pod, Inc. about government's adoption of mobile solutions. She found a great article from Information Week that highlights "14 Cool Mobile Apps from Uncle Sam". http://www.informationweek.com/news/galleries/government/mobile/231000240

Here is the list

· The Department of Health and Human Services' Agency for Healthcare Research and Quality's Electronic Preventive Services Selector (ePSS) aids primary care clinicians in identifying the best treatment for their patients based on an array of patient characteristics.

· NASA App

· FBI Most Wanted App

· The White House The official app of the Obama White House is mostly a vehicle for White House news, and provides users with news, blogs, photos, and both live streaming and archived video of White House events.

· US Post Office

· Smithsonian's MEanderthal app. Make yourself a Neanderthal.

· U.S. Army News & Information

· Lunar Electric Rover Simulator

· The FCC Mobile Broadband Test is a simple app that lets users test their mobile broadband connection's download and upload speed, as well as network latency. The app stores results of old tests, and differentiates between Wi-Fi and cellular signals

·  My TSA app gives travelers and their families, friends, and colleagues access to information about flight delays, checkpoint wait times

·  The Library of Congress' Virtual Tour app highlights the library's exhibitions, collections, and architecture with photos, video, and audio.

·  IRS2go, launched earlier this year, lets taxpayers check their refund status, follow the IRS' social media feeds, contact the IRS for support, and sign up for tax hints.

·  The National Institutes of Health's National Heart, Lung, and Blood Institute's BMI Calculator aims to help users determine whether their weight may lead to health problems.

I'm off to download the Lunar Rover Simulator now.

I'm interested to see where else government is adopting mobility. If you have any favorite government apps or are aware of interesting mobile government solutions please let me know.

Jody Sedrick

Follow me on Twitter: @jodysedrick and @zenewareinc

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Enterprise Mobility - "While we are benefiting, it's a mobility mess!"

This morning I visited with a significantly larger enterprise client that has divisions that provide services in  mining, oil and gas exploration, environmental impact studies, building engineering, water conservation and more. In our conversation he commented, "My biggest challenge is that we have come to realize we all have all these disparate mobile solutions that service individual business silos, but can not interact with each other. Each division is running their own mobile strategy. Some have mobile apps, some are still on spread sheets, others have no mobile solution but considering and I just learned we currently have two MEAP solutions running. And we haven't even discussed the mobile device issues. While we are all benefiting individually, it's a mobility mess."

In my experience companies who have rolled out mobile solutions have deployed them in an opportunistic fashion. Typically a field manager has caught the mobile vision early. Through his ingenuity, tenacity and budget maneuvering has implemented a mobile solution specific to his group. The positive impact of his mobile solution inevitably catches the eye and envy of other departments who eagerly clamor to adopt mobile solutions.

While this approach provides a strong, quantifiable internal use case for mobile solutions it often leads to a reevaluation of the first mobile solution. Especially, if the first mobile implementation only addressed a specific business need, was limited in scope, didn't plan for the broader needs of the company and was not scalable.

Developing a strategic plan is critical for the on-going adoption of enterprise mobile solution. The key is understanding "why you are going mobile". Evaluate what you trying to accomplish from an enterprise level all the way down to the individual level. Then develop a strategy that addresses this across the enterprise. Companies need to focus on the following key areas

1. Identify key business processes that will benefit from mobilization.
2. Determine how individual mobile projects integrate with a central mobile management, backend databases and security infrastructure?
3. Establish security policies for data accessibility, network accessibility, application distribution, device management, BYOD policies, etc.
4. Identify supported mobile devices; SmartPhone, TabletsPCs, Rugged devices
5. What supporting hardware is needed? Mobile Printing, GPS, RFID, etc.
6. Determine if mobile apps will be available on different mobile form factors; SmartPhone, TabletPCs, Rugged devices, etc.
7. Identify mobile user roles. User will roles determine data accessibility, security rules, appropriate device options.
8. Determine if mobile roles are transactional, informational or collaborative
9. Identify if mobile business processes and user roles are B2B, Internally driven or B2c
10. How many mobile users are targeted?
11. How will deployment and support of mobile users scale over-time?
12. What mobile architecture do you need to have in place?
13. How will mobile apps be developed, deployed and managed? Who will oversee this?
14. What types of apps will be supported? Custom-built, off-the shelf, modified mobile app templates, HTML5 mobile apps
15. Determine how success will be measured

Yes enterprise mobility brings new challenges and opportunities. Investing the time to conduct a full enterprise mobility assessment and developing the appropriate strategic mobility plan is critical for long-term sustainability and scalability of mobile solutions in the enterprise.

Like my client said, "We've been dabbling in mobility long enough. It's time to get serious and unify our mobile strategy and get out of this mobility mess."

Jody Sedrick

Follow me on Twitter: @jodysedrick and @zenewareinc

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Clipboard to iPad - Why it's an easy transition.

For the past couple of months I have demonstrated ZenTouch to service professionals from a myriad of industries; electricians, installers, auto dent repairers, carpet cleaners, plumbers and others.  I have found some trends that are enlightening, but today I wanted to focus on one - the adoption of the iPad especially in light of the launch of iPad 3 yesterday.

Clipboard similarities to the iPad are facilitating user adoption

After a careful review of the presentations done in the last 6 weeks, 80% of attendees reported that they plan on using the iPad or Android tablet.

This actually surprised me as I suspected many of the attendees would prefer the Android, iPhone or Rugged PDA form factor. This unexpected decision trend caused me to wonder, "Why is the iPad form factor so much more popular?"

Yes, it's easy to say people like having more screen real estate but there has to be a more compelling driver. Then it hit me, no matter the service industry from physicians to service techs everyone uses a clipboard.

We are so in-grained with collecting and annotating data using a clipboard that the physical similarities of the iPad or Android to a clipboard make it easy, even comfortable, to pick up an iPad and go to work.

The clipboard form factor is so  universal that transitioning to an iPad is a natural.  Plus, when you consider how "flipping" through pages using a finger swipe parallels flipping through pages on a clipboard the physical metaphor is further enhanced.

The adoption of the Android tablet has been far less significant. I think part of the Android's adoption troubles it is both too big and to0 small at the same time.  It doesn't really fit the clipboard metaphor that has made the iPad an easier transition for all business and service sectors. But I digress.


Let's look at a two industry sectors

Physicians/Dentist
Think of the last time you went to the doctor, dentist or other care-giver, they handed you a clipboard with a number of forms to fill out. That same medical form on iPad is just as easy if not easier.  I recently visited with a physical therapist who is looking to pre-load a patient's information on an iPad form. The front desk attendant can hand the iPad to the patient who then quickly verifies or updates previous medical information.

Previously doctors accessed paper medical records on a clipboard rifling through a stack of papers. Now, using an iPad, not only can they access a patient's record they can review historical trends, drill into past treatments,  compare and evaluate current conditions to provide medical treatment based on real-time data and historical data. The medical records become a living document updated each time a patient receives treatment.

New advances are also making the communication with the physician and patient easier. Physicians can display a patients x-rays, pull up anatomical diagrams to explain medical conditions, and more. There are some amazing medical iPad apps on the market. Here is an example:

The power this gives to the physician and patient is amazing.

Service Technicians

ZenTouch work orders on an iPad

Service technicians ranging from HVAC Techs, Plumbers to Auto Dent Repairs all carry a clipboard. Tasks range from looking up part numbers, checking off service items, filling out the work order, collecting payment information and getting final sign off.

Now with systems like ZenTouch, a cloud base mobile work order system by Zenware, service techs are using their iPad "clipboard" to create estimates, process assigned work orders, add parts and services on the fly, access customer information, review previous service work, manage service crews and have information sync directly into QuickBooks. 


The clipboard form factor is so  universal that transitioning to an iPad or Android Tablet is a natural transition. Especially if you can couple the familiarity of a clipboard style device with intelligent business, medical or service apps that drive business, significantly improves processes and provide better service to your customers.  

Here are a few areas that smart iPad Apps like ZenTouch are improving service business processes

• Easy and immediate access to prior service information
• Integrated service or pricing lists allow the technician to focus on service instead of pricing
• Immediate invoice for faster collections
• Proof of work
• Create, schedule and dispatch future service tickets right in the field
• Reduce and even eliminate human errors with automated business process
• Avoid handwriting and note translation errors
• Compute service work totals automatically
• Collect and record payments at the time of service

Services industries from all sectors are rapidly adopting enterprise mobile solutions.  I see a significantly higher move towards the iPad as the device form factor of choice.  Doug Drink Water in his recent blog "The 8 industries and professions most rapidly impacted by tablets" highlights the impact tablets of various service industries. Notice that all of these industries historically collected data on a clipboard.

Enterprise mobility is impacting all business sectors. Question is, are you still clinging to that old clipboard and business processes or leading the pack with a simple transition?

Jody Sedrick

Follow me on Twitter: @jodysedrick and @zenewareinc
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Data Visualization and Enterprise Mobility

I have been pondering the power of data visualization and mobility since reading Kevin Benedict's most recent blog "More on Mobility and 4D Field Services". In his article Kevin makes a key point and ask a critical question, "The data can provide us with real-time "situational awareness," but can we understand it and use it to make better decisions for our businesses?

As they say “a picture is worth a 1000 words", data visualization is the same.

Presenting real time data in a visualization layer provides REAL meaning to job status or progress. Presenting data in an easily understood and actionable format enables decision makers to act NOW instead of struggling to interpret the data and then respond in in damage control mode. 

We often think of only acting on critical "red flagged" data. This reactionary model negatively impacts our customers and business.  Whereas if we can associate visual cues to help us immediately understand a situation the greater our opportunity to quickly and properly respond.

In Kevin's example he used yellow circles to visually identify languishing jobs. A simple example of this is a stoplight. We all understand the metaphor; red - stop, yellow - slow down (or punch it), green - go. What happens to your decision making capabilities if you carry this some color or other iconic metaphor into your applications?

Zenware implemented this type of data visualization in a recent mobile application developed for the natural gas industry. At a glance technicians can identify service calls that require immediate or semi-immediate attention based on color. Graphical "color-cut" representation of the tank enable technicians to immediately understand the product mix contained within the tank. Armed with this data, technicians are able to make quicker decisions based on situational import as well as data content.

Data Visualization provides immediate interpretation of data
"screenshot property of Zenware"

By providing visual clarity to the data, service techs and managers can proactively respond and manage service issues before their status moves from “yellow” to “red”. Businesses that are implementing these types of mobile strategies are gaining a gain competitive edge due to their ability to dynamically respond to customer needs before they even know there is a potential problems. Armed with better tools to interpret and act on data they are  providing better perceived and real service to their customers. 

Jody Sedrick

Follow me on Twitter: @jodysedrick and @zenewareincLinkedIn Profile 

MEAP Nirvana? Is developing your own mobile solution wise?

For the past year I have consulted with a company that has sought to develop their own mobile solution. Early in the consulting process I recommended a cloud based mobile solution that aligned with their business model and processes. My recommendation to go with a pre-packaged solution that met 90% of their needs was primarily based on the fact that they hadn't put together a dedicated team to work on the project. Their attitude was, "A MEAP will make up for any difficiencies our developer might have in time or expertise", or "I can work on this project while traveling".

They have come to realize that while a MEAP solution provides great power to accomplish their mobility goals there are still a lot of challenges and complexities involved with developing an enterprise mobility solution that require time, evaluation, dedication and development.

A very simple example of this happened this week. The same company that decided to build their own mobile application approached us to solve some challenges they had encountered developing their own mobile app. As our team looked at the mobile solution a few simple, yet crucial, points were missed in their application design. Here are two examples:

1. Work order tables were joined on a customer name without having a unique customer ID. The result - if they changed a customer name from "Freds" to "Fred's" all ties to previous work orders would have been lost.
2. Work order numbers were not unique and could be shared between multiple customers. The result - Customer A could end up with Customer B's information. Not such a good idea.

There were other complications within their app but you can see how a few simple things can negatively impact the results of your mobile solution.  It is important to recognize there are difficulties and challenges in customer developing a mobile solution whether using a MEAP or traditional coding.

The following is a list of questions and considerations you should weigh before embarking in developing your own mobile solution:

1. Do you have dedicated resources available to gather all the business and technical requirements of your application?
2. Do you understand the business process in the field? What does the field technician need to be successful? What does the corporate side need to be successful? The key is building a mobile solution that provides the right data at the point of action.
3. Do you have and can you dedicate the right technical resources to design, develop, test, deploy and support your application?
4. Do you have experienced mobile application designers that can build intelligent business logic within the application and not simply design a great interface?
5. What mobile device options are available? What device features are required by the end user - barcode scanning, GPS, RFID or are consumer grade devices sufficient?
6. With what backend systems do you to have to integrate?

Mobility has become an integral part of business. It's no longer a "would be nice" part of your business, it is mission critical. Whether using a MEAP or traditional development methodologies the key is developing a mobile solution that can evolve as your business and mobile technology evolves.

Jody Sedrick
Follow me on Twitter: @jodysedrick and @zenewareincLinkedIn Profile