Who: STAC technicians are super knowledgable in the appliance repair realm, and they help answer questions from Sears technicians on the field as they run into repair problems.
What: STORM stands for STAC Technician Online Resource Manager. It is a tool that helps them manage all the calls that has all the information about the customers, the technicians, the appliance, and the service order details. It also provides quick access to LIS & wiring diagrams for the appliance under repair.
The existing tool
A: The main navigation is all bundled in a dropdown. It is placed in a not-so-obvious spot, and takes at least 2 clicks to navigate to any other pages.
B: There are icons not don't look active, and they don't mean anything without a call out to what they represent.
C: These are a batch of different icons. Why are they treated differently from B?
D: More navigation items hidden all over the peripheral of the screen.
E: The most important form fields are the "Symptoms" & "Cure" fields. They are hidden in a tiny tab. Most technicians we talked to had no idea that they are able to have quick access to those fields there.