engageDRILLING
Creating a transparency revolution for GE Drilling through an interactive, collaborative, multimodal experience for customers to manage all aspects of their GE relationship.
engageDrilling is a customer service and engagement website to enable GE O&G Drilling customers to manage their fleet and equipment relationship with GE.
GE Oil & Gas Customer Value of the Year recognition in 2014
The success of this product led to the creation of the spinoff product engagePressureControl and continued engagements for GE Digital as new features and expansions were taken on for the original engageDrilling site.
Changing the Drilling Game with Diamond: Benefitting Offshore Shareholders
Note / Due to the confidential nature of work at GE, this page provides a high level overview only. For a more detailed convesation about my work please get in contact with me
OVERVIEW
Today engageDrilling is a platform for drilling customers of GE Oil & Gas. This platform allows our customers to view the status of orders, download documentation on their equipment, request services, purchase parts, and interact with GE in a way they have never been able to before.
In 2013 a group of individuals from GE Oil & Gas envisioned that product as a way to fill a large customer service void within the drilling industry. In October we gathered in San Ramon for the first of series of workshops structured around exploring and defining the best ways to provide that service. The work pulled together at the end of that week was used to secure leadership support and funding to move forward.
The first live instance of engageDrilling launched in May of 2014 with scheduled updates and enhancements continuing since. I led the design and development effort and co-led the research. The success of this product led to subsequent engagements between GE Digital and GE Oil & Gas.
Services2.0, kicked-off in Fall 2014, added more features and content to engageDrilling, while a gamification effort in Spring 2015 explored ways to make the site more engaging and useful for our users. Finally, a spin-off product titled engagePressureControl was inspired. I led the design and research effort for this suite of products.
1.
Kickoff and MVP
October - December
Preliminary personas, journey maps, and concepts created during that first week drove the team during this phase. The aim was to create an MVP that we could bring to customers.
My primary focus was on how to balance the level of functionality with static narrative in order to provide us with the most appropriate breadth for use in research.
2.
Research
January - February
Three key customers each provided us with a full day for research. We expanded our journey maps, refined our personas, tested our MVP, and co-created to explore new possibilities.
3.
Product Launch
February - May
Meeting a deadline to be showcased at OTC (Offshore Technology Conference) in Houston, the team worked to go live with 3 customer's real data plus demo data for the conference.
Since then dozens of customers have signed up and are actively using the site every day.
GET NAKED.
Reveal what we know and how we know it. Expose the back-end system through the web, even the bad things.
BE A SERVICE.
Serve the customer’s need––Don’t just service up the data, but be (appropriately) proactive and support the user on their next step.
Explain––data isn’t helpful unless we speak plainly and explain what it means.
Make the moments of potential frustration into opportunities to serve customers better.
BE OBVIOUS AND RELEVANT TO BE INTUITIVE.
Being intuitive means being right for the customer who’s engaging.
Show context––for the Fleet Manager’s details and the COO’s big picture view.
Disclose only as much as needed––don’t overload the customer but reveal progressively more as the customer drills down.
ENGENDER CONFIDENCE BY BEING CONSISTENT.
Be one service–provide the same data and a similar experience through each touchpoint.
Share what we know and admit what we don’t.
Build a track record to build customer trust.
The rig overview page provides the drilling customer with a snapshot of all things related to the equipment on that rig.