Onboarding project | EAM360

Let’s explore onboarding for EAM360!

What’s an EAM360, again?

EAM360 is a third-party mobile app for the EAM system called IBM Maximo. It is built for users of IBM Maximo to directly make transactions via its mobile interface, bridging them to their EAM system even when fully offline.

Instead of interacting with IBM Maximo directly , users of this software can perform all their transactions through the mobile app conveniently. EAM360 is used by companies across multiple global industries such as utilities, facility management, power generation, life sciences etc to manage their assets offline.

The main USP of EAM360 is that it is the most simplified offline apps there is, with existing role-based specifications and OOB features.

What kind of people use EAM360?

Awesome ones 😜.

But seriously, here are some of the ICPs of EAM360.

The previous project, acquisition, went through customers who, by definition, have the purchase power to bring this product into their organization.

This time, however, we are going to look at actual ground users of the product in addition to the previous ICPs to have a more rounded approach to onboarding.

Let’s define our ICPs again

Let’s bring back a one of our previous ICPs, a core decision maker who is tasked with discovering a solution for the various

Exploring ICP 1

Final - GrowthX Onboarding project submission - Supraajha M.png

Kathy works in a mid-sized utilities organization that provides drinking water and wastewater management facilities to a district of nearly 1 million people.

Here is some fundamental information about Kathy’s organization:

Name	Designation	Company description	Industry	Roles and responsibilities	Top apps used	Target product users	Total# of prospective app users	Used mobile solution before?	Other product considerations
Kathy	Head of Maintenance and Engineering	Public utilities provider in North America to a district of ~1mil people	Utilities	Responsible for overseeing end-to-end maintenance management, planning and supervising maintenance managers and schedules.	IBM Maximo, ERP, SAP, Documentum	Technicians and storekeepers	~250 technicians	No	IBM Maximo mobile

Let’s try to take apart Kathy’s persona step by step.

Age range	40-45
Title	Head of Maintenance and Engineering
Hierarchy in the organization structure	Senior level just below leadership
Education level	Post graduate > in Engineering, Mechanics, possibly business
Yearly goals	Scale productivity by X% overall. Ensure near 100% compliance and delivery of current organization production metrics.
Marketing channels	Email campaign, google ads
Key responsibilities	Top relevant responsibilities include: Monitor organization's overall maintenance activities at the topmost level. Streamlining maintenance by implementing strategic procedures Ensuring maintenance protocol is followed with full compliance. Estimates overall budget within the organization's maintenance department and oversees spending. Coordinate with IT and Maximo teams to procure, adopt and streamline the use of technical infrastructure and software. Oversee staff units, ensure proper guidelines are implemented & compliance with safety standards
Technically sophisticated	High level of technical sophistication. As Head of Maintenance and Engineering, Kathy is highly technically knowledgeable; she coordinates with Maximo and infrastructure teams to handle maintenance monitoring on multiple systems such as ERP, SAP etc and is able to get a comprehensive overview of the mobile solution EAM360. Kathy is a key decision maker who wants to ensure 100% effectiveness from a mobile solution.
Risk driven or innovation driven?	Kathy's primary motive is to be 100% risk free. Often, the technicians Kathy employs can work in hazardous conditions, therefore it is very important to reduce risk, ensure safety and stay under compliance guidelines.
Total# of prospective app users	~250 technicians
Used a mobile solution before?	No
Other product considerations	IBM Maximo mobile
Familiarity with IBM Maximo	Medium to high
Frequency of app usage	Low
Shift/ Regular employment	Regular
Annual income	~ $155,000
Problem aware?	Yes
Solution aware?	Yes

We’ve assessed Kathy’s specific organization structure, responsibilities and goals.

Now, what would someone like Kathy “hire” a mobile product such as EAM60 for? For that, we can start analyzing the JTBD for Kathy.

Job	Goal
Functional	Functionally Kathy needs to accomplish: Streamlined maintenance schedules Reduction in asset breakdown Proof of increase in asset longevity and reliability Increase in wrench time for technicians/crafters Effective spending of allocated budget on the digital infrastructure by the management.
Personal	Personal goals of Kathy include: Reduce the pressure on herself to manually streamline maintenance workflows Save up time and effort spent on sudden breakdowns and breakdown maintenance.
Financial	Some financial goals are: Optimally discharge the budget she is allocated to spend on digital infrastructure. Justify spending on digital infrastructure required for the plants. Reduce MTBF and cut down spending on assets used up in breakdown.
Social	Ensuring her employees recognize her efforts in trying to create safer work environments

We are going to bring back a table from the acquisition project where we have already defined our ICP’s main needs and expectations from a mobile product. We will be furthering the information there with more research.

In addition to that, we will be taking JTBD framework defined above and integrating with real-life issues of Kathy to see how exactly a mobile solution will fit her needs scenarios and help achieve her goals.

	Core issues	Key requirements from a mobile app	EAM360 module/ feature mapping
Functional	Interruptions from breakdowns, failures and overall time lags. Not having on-time logs of assets consumed, dispatched etc Over or under maintenance of assets leading to effort overhead.	Technicians must be able to log work order completions as soon as action is completed Storekeepers must have access to good issue, goods return logs etc up to date Technicians should accurately capture work logs and multiple other metrics dynamically on field.	Work order management to effectively track tasks end to end. Storekeeper app has specific module to track and count assets in the warehouse Features for multimedia capture such as image, video, document etc.
Personal	Need to display increased throughput, and avenues of innovation to collaborate with senior management.	Technicians can use mobile-specific features such as multimedia capture and AI to tackle maintenance issues.	Push notifs and alerting systems AI features AR, IoT integrations
Financial	Need to boost productivity to meet organization's overall revenue goals.	Effective management of tasks and powerful offline capabilities.	Robust offline mode Fast sync timings to update status
Social	With an aging workforce, heavy attrition and reducing senior talent, there is demand from team to simplify tasking or hire more staff	Simplified user interface and easy to handle features.	Newer UI structures, text-to-speech and digital signatures and glove-on mode.

This is a comprehensive view of the sort of features and requirements that our ICP will have in mind while assessing and onboarding their product.

Exploring ICP 2

Final - GrowthX Onboarding project submission - Supraajha M (1).png

Say hello to David

David is a maintenance engineer in the same utilities company that Kathy works for.

He comes with 1-2 years of experience working junior roles in utilities companies, and is somewhat acquainted with IBM Maximo.

As a part of the consideration committee, David is also invited to test out the mobile application to gauge how different members of the team will adapt to the changes that this brings within the organization.

Let us take a look at David’s persona the same way in which we have explored Kathy’s.

Age range	22-25
Title	Maintenance Engineer
Hierarchy in the organization structure	Ground level staff reporting to Maintenance Manager
Education level	Bachelor’s degree
Monthly goals	Complete existing schedules right on time to ensure job continuity.
Marketing channels	Not applicable, the product is recommended by senior management.
Key responsibilities	Top relevant responsibilities include: Complete assigned work orders on a day-to-day basis. Ensure attendance to tasks when on shift as per maintenance schedules. Clearly mark down all asset related information to log on Maximo. Alert teams in case of any failures or repair procedures.
Technically sophisticated	Somewhat technically sophisticated. He is able to use a mobile phone conveniently, but certain actions’ correlation to Maximo might still be slightly confusing.
Dependency on product	High. David, once accustomed to the app cannot go about his daily tasks without inputs from and feeding back to the app.
Risk driven or innovation driven?	Primary motive is to stay risk-free and ensure all tasks are completed on time.
Total# of prospective app users	Not relevant.
Used a mobile solution before?	Maybe. His previous organization may have tried out a mobile app.
Other product considerations	None
Familiarity with IBM Maximo	Medium
Frequency of app usage	High
Shift/ Regular employment	Shift
Annual income	~ $80,000
Problem aware?	Yes
Solution aware?	Yes

We’re going to combine both the JTBD and the exploration of what David would have from a mobile app in a singular table. Here’s how that looks like:

	Core issues	Key requirements from a mobile app	EAM360 module/ feature mapping
Functional	Don’t have a clear view of my day to day tasks Assets are distributed across multiple locations Don’t have readily available information about past issues with this asset	Need to simplify day’s tasks with a consolidated view Provide precise asset location Need to have extensive data available	Work order details tab right on opening the app ArcMap integration to view geospatial data Detailed asset history and drilldown
Personal	Wants to reduce effort in collecting information and complete tasks before the end of shift.	Simplified features that allow easy capture of data on field.	Multimedia attachments Alerts on assignment of tasks.
Financial	-	-	-
Social	Needs to show managers successful completion of tasks on time.	Ability to capture exact time logs and labor logs.	Capture labor time to be able to attach labor time information.

Onboarding teardown

We have extensively analyzed both our ICPs, their JTBDs, behaviour patterns and expectations from a mobile app. Let us now explore the onboarding teardown, activation metrics and other insights.

Final - GrowthX Onboarding project submission - Supraajha M_compressed.pdf

Closing thoughts

As an enterprise-class mobile app, EAM360 has an extensive, regulation-mandated onboarding process right from demo to post go-live support.

Beyond the technology tools we employ, a keen level of empathy and user-centric design is the best result-bringer to ensure user adoption - to make sure the app, though mandated, is not an added overhead but a valuable tool for users.

Thank you! *bows*.

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