FDA-v2 - Chad Wetherbee Portfolio

FDA – Imported Food Field Inspection App

This project modernized the FDA’s food inspection process with a user-friendly mobile solution, replacing outdated tools and optimizing workflows to improve efficiency and accuracy.

Client: FDA – US Food & Drug Administration
Platforms: iOS Native App – iPad
Role: Lead Product Designer & Manager
Design Team: 3 UX Designers
Client Team: Stakeholder, SME, Engineering Lead & Engineering Team
Time Frame: 6 Months

**View the final designs and project outcomes by scrolling to the bottom of the screen.

Context

FDA imported food inspectors protect public health by ensuring imported food meets U.S. safety standards and complies with regulations to prevent risks to consumers.

Maintain Compliance Oversight: Inspectors ensure that food importers follow regulations by overseeing operations, reviewing safety procedures, and identify violations.
Document Observations and Violations: Inspectors are responsible for collecting critical data by documenting observations, and recording violations to uphold safety standards during their inspections.
Conduct On-Site Inspections: They conduct physical inspections on-site at multiple locations, reviewing operations and facilities to verify alignment with regulations.

Problem

Field Inspectors Impact:

Inspection Workflows: Inefficient workflows slow inspectors down, causing delays and inaccuracies, and require improvements to enable faster, more precise reporting.
Documentation Process: A cumbersome documentation process creates challenges for inspectors, reducing accuracy and usability, and highlights the need for simplification.
Inspection Equipment: Inspectors rely on a wide array of tools—including laptops, cameras, cell phones, binders, and flashlights—to document findings and capture evidence. Outdated software and fragmented workflows add complexity, leading to inefficiencies, delays, and errors.
Tight Schedules & Back-to-Back Inspections: Inspectors face daily challenges managing tight schedules and consecutive inspections. The lack of effective scheduling and navigation tools makes it difficult to plan and complete inspections efficiently.

Business Impact:

Environmental Challenges: Varying inspection site sizes and limited wireless connectivity disrupt operations and require adaptable solutions to maintain seamless functionality.
Operational Inefficiencies: Fragmented tools and outdated processes cause delays and errors, reducing the organization’s overall productivity.
Cost Implications: Inefficient workflows and excessive reliance on paper-based systems increase operational costs.
Compliance Risks: Delays and errors in reporting undermine adherence to regulatory standards, posing risks to public safety.

Current Inspection software

Objective

Streamline Inspection Workflows: Optimize processes to minimize delays and ensure faster, more efficient task completion.
Simplify the Documentation Process: Improve usability to make documenting and recording inspection details more accurate and user-friendly.
Design a Mobile Solution: Replace outdated tools and fragmented workflows with a single portable device to improve inspector efficiency.
Maintain Seamless Operations: Ensure uninterrupted connectivity by addressing site size and wireless connectivity challenges.
Optimize Rigorous Schedules: Provide scheduling and navigation tools to help inspectors effectively manage single or consecutive inspections in a day.

1. EMPATHIZE

Tasks:

Reviewed stakeholder requirements
Educated on inspection training and FDA operating procedures
Created a Problems and Challenges Matrix
Conducted interviews with stakeholders and inspectors
Shadowed field inspections with Inspectors
Performed a product evaluation of the current inspection software

Reviewed Stakeholder Requirements

Key Findings:

Enhanced Workflow Efficiency: Stakeholders emphasized the need to optimize inspection processes to minimize delays, reduce errors, and improve overall productivity.
Improved Data Accuracy and Reporting: Reliable and precise documentation is critical to ensuring compliance and maintaining regulatory standards.
Adaptability to Operational Challenges: Solutions must address varying inspection site conditions, including limited connectivity and diverse operational environments, to ensure seamless functionality.
User-Centered Technology Solutions: Stakeholders highlighted the importance of modern, integrated tools to replace fragmented and outdated equipment, enhancing usability and inspector satisfaction.

Created a Problems & Challenges Matrix

Conducted Interviews

Inspectors

Difficulties in filling out forms, retrieving information, and operating offline because of inconsistent connectivity.
They are required to carry a large amount of equipment for every inspection.
Extended working hours due to frequent phone calls with the back office and inspection report submission delays.

Stakeholders

Improve Inspector productivity by maintaining their focus and efficiency during inspections.
Encourage Managers to take more responsibility during and after inspections.
Simplify the process of accessing information, internal communicating and better technology for Inspectors.

“If we had a better system for logging inspections on-site, it would save so much time and allow me to focus on food safety instead of being bogged down by paperwork.”

Taylor Verona

Senior Inspector

Performed a Product Evaluation of the Current Software

Shadowed Inspectors during Field Inspections

2. CONCEPTUALIZE

Tasks:

Developed User Personas
Created a Journey Map
Conducted Foundational & Exploratory Research

Developed User Personas

Key Findings:

Technology Limitations: Inspectors are hindered by outdated software, slow system performance, and connectivity challenges.
Inefficient Workflows: Excessive manual paperwork and cumbersome processes increase workloads and delay tasks.
Communication Barriers: Ineffective communication tools create challenges in collaboration and information sharing.
Financial Strain: Inspectors often cover personal costs for essential work equipment.
Drive for Improvement: Despite frustrations, inspectors are committed to their roles and strongly advocate for modernized systems to improve team performance and streamline processes.

Created Journey Map

Key Features:

Inefficient Processes: Inspectors face delays and challenges due to outdated tools, fragmented workflows, and cumbersome procedures.
Need for Simplified Documentation: Streamlining and simplifying documentation processes would improve accuracy and reduce frustration.
Technology Gaps: Better systems and updated technology are critical to improving efficiency, accuracy, and communication in inspections.
Improved Communication: Clearer communication between inspectors, teams, and FDA headquarters would enhance coordination and ensure smoother operations.

Conducted Foundational & Exploratory Research

3. DESIGN

Tasks:

Developed Prototype
Conducted User Testing
Build High-Fidelity Designs
Created Design System

Developed Prototype & Conducted User Testing

These were new and updated features introduced into the prototype and tested with inspectors during user testing to evaluate the usability and effectiveness of the prototype.

Introduced Touchscreen: Provided smooth and easy task interactions on a tablet, transitioning from the previous laptop-based system
Intuitive Interface: Provided a more user-friendly and seamless experience
Effortless Global Navigation: Simplified movement throughout the app
Optimized Forms: Streamlined for quick and easy completion
Searchable Content: Allowed easy access to critical information
New Integrated Camera: Captured photos and videos directly within the app
Enhanced GPS: Improved navigation and trip planning capabilities
Flexible Handwriting: Supported seamless note-taking with a stylus
Hands-Free Voice-to-Text: Enabled efficient and convenient note-taking

PROJECT OUTCOMES

Key performance indicators (KPIs) are based on 6 months of user data collected from FDA inspectors and company analytics.

Inspector Impact:

27% Reduction in Inspection Times: Faster data collection saved inspectors valuable time in the field, enabling them to complete tasks more efficiently.
22% Increase in Inspections Per Week: Streamlined workflows tools allowed inspectors to conduct more inspections weekly.
52% Reduction in Missed Violations: Ensured greater compliance rates and safer food practices.
39% Decrease in Documentation Errors: Improved reporting reliability minimized corrections and ensured accuracy.
82% of Inspectors Reported a Better User Experience: The app’s intuitive design reduced cognitive load and stress.

Business Impact:

18% Annual Cost Savings: Achieved through reduced paper use, better route planning, and fewer follow-up inspections, directly improving operational cost efficiency.
27% Reduction in Inspection Times: Improved efficiency lowered labor costs and enhanced organizational productivity.
39% Decrease in Reporting Errors: Guided data entry and validation checks enhanced accuracy, reducing time spent on corrections and improving operational consistency.
84% Positive Feedback from Inspectors: Improved job satisfaction and ease of completing inspections contributed to higher retention rates, reducing recruitment and training costs.

KNOWLEDGE GAINED

Simplified Data Entry: Intuitive forms and voice-to-text enabled seamless input, highlighting the value of user-friendly methods to reduce friction and improve accuracy in future projects.
Instant Access to Information: Searchable databases provided quick reference to regulations, reinforcing the need for instant access to support decision-making.
Customization and Workflow Flexibility: Inspectors adapted the app to their needs, demonstrating the importance of designing adaptable solutions for unique workflows.
Real-Time Communication: Messaging tools enabled immediate updates, emphasizing the need for seamless collaboration in future systems.
Navigation and Planning: GPS and mapping features streamlined site planning, showing how optimized navigation improves time and resource management.
Camera Integration: Easy photo and video capture simplified documentation, proving the value of integrated tools to enhance accuracy and reduce reporting effort.