The Current Training is Exceptionally Time-Consuming and Expensive

User Interviews

I led the team in organizing and conducting 6 stakeholder interviews (1 with the operations manager, 1 with a senior field technician, 4 with junior- to mid-level field technicians) to identify pitfalls in current training process that can be addressed with the XR technology.

Interview Analysis

We then created an affinity diagram using the quotes from each person. We organized them into categories: Field Technician Responsibilities, Training, AR/VR, Cell Site, RF Engineering, Cost Considerations, and Safety to visually identify patterns and insights across the different user interviews.

Persona

Given the broad use of Nokia equipment in T-Mobile network coverage, Field Technician and RF Engineers are required to learn to use this equipment but the current training poses challenges. Olivia, a new hired Field Technician at T-Mobile, focuses on mastering cell site work and improving maintenance but lacks formal training. Eric, a seasoned RF Engineer, aims to optimize network performance and enhance collaboration but faces challenges in interdepartmental coordination.

Identified Problems

Junior field technicians still invest hours handling real equipment—rather than following a well-organized vocational training program—new hires struggle to gain hands-on practice. This frustrating slog is caused by 3 common yet critical pain points:

Design Requirements

SkillSphere MR addresses the identified problems with specific design requirements tailored to the needs of junior field technicians. With SkillSphere MR, they'll receive a formal vocational training that:

Enabling Hands-On Practice Anytime, Anywhere

Sketches, Storyboarding

Olivia is a newly hired field technician. She just graduated from college with an EE degree and is passionate about RF engineering. However, when she came onboard at T-Mobile, she had just missed the annual baseline training workshop. Although she wanted to learn on real equipment, she had limited opportunities to be exposed to real scenarios. She could only spend time watching online video tutorials instead of practicing in person.

User Flow, Wireframes

To provide an authentic and effective MR training program for Olivia, I began by selecting a module from their current training tutorial to test the new concept. Previously, Olivia had learned to install components of a 5G baseband through manuals or videos; now, I have transformed such tutorials into MR space, utilizing virtual models and step-by-step instructions.

Rapid Iterative Testing and Evaluation

With the first MR tutorial prototype, after stakeholder reviews and a pilot user testing with an engineer at T-Mobile, a vital issue arose: the ground wire installation tutorial might be too simple for individuals with an engineering background. Meanwhile, a new direction was suggested: technicians often struggle with installing optical modules if they lack proper training, a tutorial of which is potentially more valuable.

More Testings: Think Aloud

Goal: The goal now is to evaluate which of these two tutorial prototypes is more valuable and to assess the usability of each prototype.

Method: Since these tutorials are intended for individuals without prior hands-on experience, we then recruited 4 engineers from T-Mobile who possessed basic knowledge of base stations but had limited experience performing tasks manually. We set up 4 scenarios and 8 tasks using a Figma prototype, and participants were tasked with completing them either in-person or via Zoom. They were encouraged to think aloud to facilitate our recording of their reactions to the design.

Prioritizing Issues

To determine the most prioritized issues for improvement, we assigned each issue a priority level from P0 to P3 for severity and scale, with P0 being the highest and P3 the lowest. Based on the average severity and scope priorities, four issues were identified as the most urgent to be solved for an enhanced user experience, as they currently impede user flow and affect the greatest number of people.

How to Improve Them

With these two tutorial prototypes, the goal now is to evaluate which one is more valuable and the usability of each prototype.

Method: Since it's a tutorial designed for those who previously don't have hands-on experience, we recruited 5 engineers from T-Mobile who had basic knowledge of base stations but seldom performed tasks on hand. We set up 4 scenarios and 8 tasks using a Figma prototype and asked participants to complete them either in-person or through Zoom. They were encouraged to think aloud so we could better record their reactions to the design.

New User Onboarding

As most users have limited experience with MR apps, providing clear instructions on navigating within an MR space is crucial. To accomplish this, I have designed detailed onboarding instructions that inform users about the components included in this MR app and the gestures they can use to interact with both 2D and 3D components.

Comprehensive Understanding of Base Stations

Unlike the current training methods, which involve viewing a base station through images or videos, this design allows users to explore a 3D base station from any perspective they desire. Interactive labeling of components enables users to reinforce memory retention, and they can even manipulate parts, removing and reinserting them to observe the internal structure of a base station. This level of interaction is impossible in the real world due to safety concerns and the risk of economic losses.

Step-By-Step Installation Instructions

Taking optical module installation as the sample tutorial, the interactive training motivates users to learn by doing, enhancing muscle memory through realistic task simulations. The instant feedback and tailored instructions serve as virtual mentorship, saving time compared to shadowing senior technicians in the real world.

Points-Based Reward System

With the points earned from completing learning modules, I designed a points-based reward system to monetize these points. Employees can redeem them for rewards and T-Mobile retail store merchandise, leading to increased employee engagement and stronger team connections.

Quest 3 Headset Deployment

Following the completion of our UX design, we've seamlessly integrated key features onto the Quest 3 headset, where users can visit the learning dashboard, play the base station model, and follow an optical module installation tutorial.

MR Usability Testing

Now it's time for another round of usability testing! For the developed final product, we recruited 4 field technicians and engineers at T-Mobile, providing them with a Quest3 equipped with our deployed program. The final results strongly demonstrate its value as an effective, cost-saving, and safe training solution.

Significantly Reduced Task Completion Time

Revolutionized Vocational Training

The impact of this project extends beyond just efficiency gains; it has the potential to positively influence employee performance, satisfaction, and ultimately, the company's success in providing quality service to its customers.

How Do T-Mobile Stakeholders Like It?

Collaboration with T-Mobile Tech Experience

As a key part of this project, I collaborated closely with the production team at T-Mobile Tech Experience. By improving vocational training through the leverage of 5G technologies, I have demonstrated how this project could potentially contribute to 5G technologies and the prospects of T-Mobile's business.