CrewWare

CrewWare is the cornerstone software that orchestrates complex communication for CrewCom wireless intercom systems, facilitating radio communication at pivotal events, including The Super Bowl, The NBA Finals, the All-Star Game and World Series, as well as the Westminster Dog Show.

Client
Pliant Technologies

Year
2022

Historical Interface

OVERVIEW

The Command Center for Wireless Communication Systems

CrewWare was conceived out of the complex needs of live event professionals who demand certainty and precision in communication management. In the fast-paced realm of high-profile events, where every second counts, the question arises: How can one ensure a seamless and flawless production? Imagine a single platform where the orchestration of a vast network of communications equipment, the coordination of diverse teams, and the clarity of each transmitted command coalesce into a unified, intuitive experience. This is the ideal essence of CrewWare—a hub where the intricacies of robust wireless intercom systems are managed with simplicity and finesse, guaranteeing an impeccable event execution.

Challenge

The wireless and hardware backbone had recently received significant upgrades but the CrewWare architecture was outdated and in need of investment to manage higher density demands. The call was to streamline CrewCom’s extensive capabilities into an intuitively manageable interface, adaptable to both seasoned experts and volunteer staff.

Solution

A complete redesign of the system structure informed by user data to be proactive in managing communication channels and align with a more natural workflow, which can be established through the analysis of existing user data.

Discovery Map

Critical User Journey Mapping

We interviewed developers, sales, product and program management, the VP of Engineering, the President, and the CEO to gain perspectives from all levels of the organization.

Interviews were tailored to each role with position-specific topics meant to understand targeted needs mixed with general questions and prompts to get a broader sense of where needs may overlap or conflict.

Virtual sessions were later conducted with customers consisting of system administrators, designers, integrators, and end users. The sessions reinforced key points from the internal interviews and brought several new ideas up for consideration.

After reviewing and analyzing our findings with the client, three personas were created and matched to Critical User Journey Maps to illustrate pain points for adjustment and positive aspects for reinforcement.

System Mapping

Beginning with six main sections, primary paths were laid out to follow core functions through to completion. Secondary paths were then branched off or looped back to a primary screen. Several areas that required complicated or unique solutions were flagged for targeted inquiry later.

Once the map was filtered for adherence to the information hierarchy, install and setup pain-point analysis were conducted to determine the minimum number of assets and touch points required to function.

Hardware Map

By following the software map screen-by-screen we solved for each of the Scoping & Discovery recommendations while adhering to project goals.

Notecards were used as a quick, cheap, and efficient tool for the first rounds of development prior to the creation of basic mockups in XD.

Low-Fidelity Wireframing

The following main sections of the application were locked-in at that point:

Setup & Install
System Mapping
Hardware
Test
Monitor
Maintain

After iterative rounds of reviews, card tests, and client reviews, the concepts were narrowed down to three high-level paths for digital refinement.

Impact

CrewWare’s success will be measured by reduced learning curve times for users renting equipment, minimized friction for seasoned professionals through streamlined navigation, and enhanced job effectiveness. Success indicators will include increased popularity, reported improvements in user experience, and the successful transition of design changes from software to a web-based application that remains easy to use. By ensuring reliability, efficiency, and user-friendliness, CrewWare is poised to set a new standard in event communication management.