Confirm Mobile App

The Confirm Mobile app equips local authority field inspectors with instant defect logging, live enquiry status updates, and public infrastructure asset tracking in a unified mobile experience.
PROJECT OVERVIEW
Confirm Mobile is the field companion to Pitney Bowes' Confirm Asset Management System used by local authorities across the UK to track, prioritise, and act on repairs to public infrastructure like roads, bridges, pavements, and street works. The first generation ran on Windows Mobile: functional, but built for a device era that was already gone by the time most inspectors and field workers were carrying smartphones.
ROLE
I led the redesign of Confirm Mobile into a cross-platform HTML5 web app, working closely with product and development to take it from a legacy Windows Mobile tool to a modern mobile platform not locked to a single OS.
Initial research was conducted in the field by shadowing a highway maintenance inspector (based in the UK) using the first generation of Confirm Mobile (built on the Windows Mobile platform) to inspect a public roadway with a pothole and how a ticket was raised in the system in order for the local authority to carry out the repairs.
TOOLS
Microsoft Visio, Balsamiq, Adobe Photoshop.
DESIGN PROCESS & STRATEGY
1. Stakeholder Mapping & Persona Creation: Identified key stakeholders and created user personas based on research insights to understand user needs and behaviors better.
2. Customer Journey Mapping: Mapped out the user's journey from initial interaction to completion of tasks, identifying pain points and opportunities for improvement throughout the process.
3. Design & Prototyping: Developed prototype using Balsamiq and Abobe Photoshop to simulate the app's navigation and user flow.
4. Testing & Evaluation: Conducted usability testing with target users to identify usability issues and gather feedback on the app's design and functionality. Analysed user feedback and iterated on the designs to improve the user experience.
5. Development: Collaborated with developers to translate the design into code, ensuring that the final product aligned with the design specs and user experience goals.
6. User Acceptance Testing (UAT): Performed thorough testing to ensure that app aligns with the final design in terms of functionality, performance, and design specifics.
7. Iterative Design & Continuous Improvement: Monitored user feedback, app performance, and user behaviour analytics. Implemented new features to enhance the user experience further.
Contextual Inquiry: Shadowing an Inspector
Contextual Inquiry: an inspector marking out a pothole on a public roadway before logging it for repair.
Contextual Inquiry: an inspector marking out a pothole on a public roadway before logging it for repair.
Contextual Inquiry: an inspector using a standard depth gauge to measure a pothole before raising a repair ticket.
Contextual Inquiry: an inspector using a standard depth gauge to measure a pothole before raising a repair ticket.
Contextual Inquiry: the first-generation app mounted in-vehicle during a live inspection.
Contextual Inquiry: the first-generation app mounted in-vehicle during a live inspection.
Before: Confirm Mobile on Windows Mobile
First-generation Confirm Mobile on Windows Mobile: task list, attributes table, and new enquiry form

First-generation Confirm Mobile on Windows Mobile — the flat task list, attribute view, and new enquiry form inspectors worked from before the redesign.

Redesigned Sign-In Flow
Wireframe of the redesigned Confirm sign-in flow across three screens: an empty username and password form, the form being filled in with the keyboard open, and the completed form ready to submit, with arrows showing the tap sequence

Redesigned sign-in flow — entering username and password to access Confirm Mobile.

Raising a New Defect
Enquiry Detail View
Wireframe of the redesigned New Defect flow: a searchable defect-type list filtered to pothole results, a map screen for pinning the location, and a form for adding a description and selecting priority, officer, and contract, with the priority dropdown open

Redesigned New Defect flow — searching for a defect type, pinning the location on a map, and setting priority, officer, and contract.

Collapsed & Expanded Enquiry Views
Wireframe of the Enquiry 10021 screen in three states: fully collapsed showing only section headers, Details expanded to show a location map, address, and complaint description, and fully expanded to also show status history and customer details.

Design for Enquiry collapsed and expanded views — Details, Status History, and Customer Details progressively revealed.

↑Back to Top