The study began with a design review to understand how the current service worked and was perceived as a first time user. A literature review followed to gain knowledge about relevant topics, and concluded literature on the user group and the profession of tree professionals, as well as research about related works and studies to raise awareness of the current situation. The design review and literature review further made it possible to construct an interview guide. Nine interviews were conducted with arborists and loggers, both physical and digital depending on the travel distance to the participants. None of the participants used Husqvarna fleet services, even though some had tried it but did not find it valuable. Some of the participants were also observed performing their work tasks to gain further understanding of the professions. The participants communicated needs and wishes that would make them use the service. Further, problems that can occur during their workday were addressed. During the study, a new version of Husqvarna Fleet Services was released, with an updated graphical user interface, therefore a second round design review was conducted. The application continued to be more tailored to serve larger companies with a large product fleet. However, the new update provided some design elements, which served as inspiration for the ideation and prototyping.

The interviews were transcribed and together with the observations gave insights about the arborist and logger professions. These insights were written on notes and organized into clusters in a KJ-analysis. Firstly, some larger main domains emerged containing many notes, together with some smaller clusters with miscellaneous topics. These clusters were then divided into more specific sub-themes. Important themes based on the largest clusters were marked as well as the most important themes based on what was stated as especially important by the users. The marked themes were then translated into Needs statements which formulated what the user would need within a specific area to be able to solve their problems, needs or wishes. Based on the KJ-analysis and Needs statements a User requirement specification was created. This was one of the requested deliverables by Husqvarna Group and was a helpful tool to have together with the needs statements in the following ideation phase. The user requirement specification were divided into requirement groups based on the needs statements, and further divided into common, arborist specific and logger specific requirements. 54 requirements were created, and were all ranked with the MoSCoW-method, to clarify what to focus on during the develop phase.

Based on the findings from the prior data collection and the user requirement specificaction, the ideation methods Brainwriting and Crazy 8's were used to generate potential solutions and concepts fulfilling these needs and requirements. For the first method Brainwriting, ideation was conducted for each requirement group. The ideas were then discussed, and the most promising ideas were kept, while some ideas and requirements groups where decided to not proceed with because they were not feasible or did not fit in the area in which Husqvarna works. The second ideation method Crazy 8's were then based on the kept ideas, and the best ideas generated during this session were marked. The ideas were then translated into wireframes, serving as the foundation for the prototyping. The first prototype was created using both elements from Husqvarnas's design system, and self-made components. During a design critique session the prototype was reviewed by two experienced UX designers from Husqvarna Group. They provided valuable insights before the next iteration of the prototype. One of the most important takeaway from the session was that having multiple similar list views could be confusing for the user. The insights gained from the design critique session about thinking through each page once more, what the intention is and what value it brings the user, resulted in creating an Information Architecture map (IA map). The method provided a valuable overview of the prototype, in which some pages and widgets were found to be excessive. The IA map functioned as a framework for the changes in the second iteration of the prototype. The second iteration was about thinking through the prototype, ensuring that the features in the prototype fulfill the user needs as intended.

Conducting end-user tests began with inviting the interviewees who participated in the interviews to also participate in an end-user test. Each test were in the form of a cooperative evaluation, and was structured around a series of tasks, which were to be executed by using the interactive prototype on a mobile phone. After all tasks, the participants were asked to answer a SUS (System Usability Scale)-questionnaire. SUS score was 90,625 out of 100, indicating that the usability of the system is clearly above an average system, and suggests that the usability of the designed user interface is good. The user requirement specification was ranked with the MoSCoW method, where the most important themes were ranked as must-haves. To confirm if the must haves were still the most important, the participants were asked about the features that were created to fulfill these requirements, as well as features based on lower rankings. Lastly, the participants were asked a set of general questions, focusing on extracting the general thoughts and impressions of the prototype from each participant. The same type of cooperative evaluation was also conducted with product specialists at Husqvarna Group. Employees specialized in handheld products, having relevant knowledge of the features and use of Husqvarna Fleet Services. This test was done to get further feedback, and insights regarding more technical areas. These tests resulted in both confirmations and further suggestions for the service. The third iteration of the prototype based on the feedback from the user testing entitled a series of changes, mostly minor ones such as clarifying certain features.