Design Sprint

Crafting communication tools that connect technicians, bridging digital and physical spaces

Content Design
Content Design
UX Writing
UX Writing
Product Design
Product Design
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Overview

MY ROLE

Sole Designer

TIMELINE

4 hours / May 2025

TEAM

Nicole Zhi

TOOLS

Figma

ChatGPT

CONTEXT

My first solo design sprint, with a content focus

Given a prompt, I challenged myself to complete a solo design sprint in 4 hours to deliver a MVP, with a focus on UX writing and content design. The prompt was to design a solution for a Power Company’s repair team to keep in touch and collaborate as soon as there’s a downed power line.

THE CHALLENGE & OPPORTUNITY

Nothing great is made alone

Power Company team members need to know when and where power lines are down to keep lights on for their customers and prevent fires from starting. The opportunity: reimagine how technicians collaborate through designing a mobile app that allows teammates to know when and where power lines are down, and to collaborate in real-time across digital and physical spaces.

MY APPROACH

Turning pain points into design opportunities

Lack of visibility

Not knowing the status of other teams and who’s available to help

Live status updates

See teams across regions with their location and task status → faster response time

Inefficient team coordination

Dependence on dispatchers may lead to delays in repairs

Request help system

Request help from teammates based on availability for faster repairs

INFORMATION ARCHITECTURE

A jobs-to-be-done framework

Using the jobs-to-be-done framework, I designed the information hierarchy with the JTBD of completing a repair, for both users. To map the user journey across different users, I categorized each flow to better visualize collaboration in real-time, with the goal of them working together to complete a repair.

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CRAZY 8'S

Brainstorming through sketches

Before diving into design, I decided to do a Crazy 8 exercise to overcome creative blocks and explore ideas quickly. Sketching without worrying about perfection helped me spark strong concepts early on, including the need for request forms and map views.

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DESIGN EXPLORATION

First, I explored how technicians track their progress through time

When designing the repair tracking flow, I focused on empathizing with how users interact with a digital application while performing a physical task. Each screen intentionally meets the user at a different step, guiding users with contextual hints, confirmations, and celebratory moments of delight.

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The first screen waits for the driver to arrive on site. After completing a repair, the next screen prompts them to mark it as complete. Finally, they see a feedback screen before starting their next task.

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CONTENT ITERATIONS

Microcopy that’s conversational and instructional

In my content iterations, I explored how microcopy could shape voice and tone to guide users at each step of their journey. Initially, I wrote, “Please arrive at the repair site,” but removed “please” because it felt too formal and didn’t add any value here. In a second draft, I tried a more conversational phrase “You’re all set,” however, it fails to guide the user to their next task of going to the repair site. I rewrote and finalized copy that was both conversational and instructional, giving users clear guidance while maintaining a friendly tone.

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Making task completion feel rewarding

In my rewrite of this confirmation modal, I wanted it to feel congratulatory to users. By adopting a friendly, approachable tone, I used phrases like “Nice work!” to acknowledge task completion, and “Your job here is done” to give a sense of closure and satisfaction. This approach reinforces positive feedback and makes the interaction feel rewarding.

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Adding moments of delight ✨

For clarity and conciseness, I removed the instances of passive voice, making the copy more digestible from a glance. I also added a small subheading “Good news — help is on the way” which turns a standard confirmation message into a moment of delight, and reassurance, for the user.

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DESIGN SYSTEM
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Final Solutions

Accept a repair request. Track your progress

At each step of the way: en route, in progress, and task complete, technicians can monitor each other’s progress

Nothing great is made alone. Request help from other technicians

Send requests to available teams to share the workload

Map your coworkers to find help nearby

Track teams available in each region to request their help. Toggle between list and map views

REFLECTIONS

Focus on jobs-to-be-done

Writing with the user’s job-to-be-done in mind guided my process and rewrites. I firmly believe in the design process of defining pain points. design opportunities, and user journeys before diving into microcopy. By grounding my writing in a clear understanding of user needs and goals, I was able to craft microcopy that’s intentional and empathetic to the tasks users are trying to accomplish.

Be conversational and human

Revisiting my microcopy showed me that a conversational tone makes the product feel approachable and human. At the same time, since the app is used by technicians, it was important to maintain a professional voice. Balancing warmth with clarity ensures the copy guides users effectively, allowing the writing to feel natural without drawing attention away from the user’s jobs-to-be-done.

Thanks for reading!

REFLECTIONS

Focus on jobs-to-be-done

Writing with the user’s job-to-be-done in mind guided my process and rewrites. I firmly believe in the design process of defining pain points. design opportunities, and user journeys before diving into microcopy. By grounding my writing in a clear understanding of user needs and goals, I was able to craft microcopy that’s intentional and empathetic to the tasks users are trying to accomplish.

Be conversational and human

Revisiting my microcopy showed me that a conversational tone makes the product feel approachable and human. At the same time, since the app is used by technicians, it was important to maintain a professional voice. Balancing warmth with clarity ensures the copy guides users effectively, allowing the writing to feel natural without drawing attention away from the user’s jobs-to-be-done.

© Nicole Zhi

Say hello — LinkedIn | Email

© Nicole Zhi

Say hello — LinkedIn | Email