A Dutch facilities company gave 300 technicians a tablet app for job reports. Six months later, most still wrote on paper and typed it up at night.
The app worked in the office. It failed on a roof in February.
- Go where the work isDesigners spent four days with technicians on site: gloves on, screen glare, one bar of signal, a ladder in one hand.
- Fix what they sawTouch targets grew to the size of a gloved thumb, the main actions moved to the bottom of the screen, contrast held up in direct sun, and reports saved offline.
- Test with the scepticsThe five technicians who had refused the app tested every version. A change shipped when they could finish a report on site.
- Hand over a systemEngineers built the components into the client's design system, with the field rules written down for the next team.
Screen: Job report, step 3 of 5Tap target "Add photo" 28 × 28 px gloved thumb needs ≥ 56Text contrast in sunlight 2.9 : 1 outdoors needs ≥ 7 : 1Save without signal fails queue and retryPrimary action top right move to thumb zoneDelete beside "Add photo" 4 px apart separate by ≥ 16 px- Session logs64% of abandoned reports stop at the photo step.
- DesignerWatched it on a roof: a gloved thumb hits Delete next to Add photo. Targets doubled and pulled apart.
- Your field supervisorApproved after the five technicians who had refused the app each finished a report on site.