Improving the installation and service journey for HVAC technicians

A global manufacturing company wanted to better understand the experiences of HVAC technicians during installation and service visits in customers' homes. Their goal was to identify opportunities for process improvement, resource optimization, and potential innovation.

We conducted remote one-on-one interviews with participants representing different roles in the HVAC installation and service process. Using journey maps as conversation guides, we explored their experiences, challenges, and preferences when completing installations and servicing systems.

The research provided a detailed view of the steps, tools, and resources technicians rely on and the issues they commonly encounter. We identified opportunities to streamline workflows, address recurring challenges, and expand tool offerings, particularly in the digital space.

The client gained actionable guidance to enhance technician workflows, improve service quality, and explore new digital solutions to better support field operations.