DNV GL Maritime’s Operational Centre is an extended service for maritime customers aimed at supporting the delivery of remote services on vessels, such as surveys or helpdesk support. EGGS Design has designed the overall experience of not only the centre, but the whole physical customer journey throughout the Containership Excellence floor in Hamburg.
The first Operational Centre, located in Høvik – Norway, was born from a desire to provide a more modern, collaborative, and integrated approach to remote surveys on vessels. The remote surveys were piloted in 2018, and have worked well. However, over time DNV GL’s vision grew beyond the existing solution and challenged EGGS Design to bring it to life. When creating a new flagship centre in Hamburg, we aimed to improve the following areas:
The workflow support: by providing more value to operators with the software tools on the screens, integrating them with the way they work, including when it is not being used.
The physical space: the look and feel needed to be modernised to better fit its purpose, taking important factors into consideration: ergonomics, light, sound, materials, and context in the building, while aligned with the DNV GL brand.
The usability of the A/V (audio/video) set-up: logging-on to the system, connecting a laptop, working collaboratively (whether using Video-Conferencing or side-by-side), controlling the layout of the screens, etc.
EGGS were able to help us find a balance between the aesthetic aspect of design, good functionality, and staying on budget.Tjimen Klamer, Project Manager, DNV GL
The environment is part of the experience
Working together with DNV GL, we designed the experience of a customer visiting the entire floor where their Containership Excellence Centre is located. The physical environment is an important part of the experience, which is why we spent a significant amount of time and energy on its design. Apart from the Operational Centre, the work involved a new Welcome Centre and signage throughout the floor, where the department layout physically represents the customer journey.
We also interviewed users in Oslo and Hamburg to get an understanding of their pains and needs, observing how the process works, from the point a ticket is created to when it’s closed. Based on this, we identified concrete user requirements and proposed solutions to improve and expand the user possibilities of the room in terms of workflows, collaboration, and data visualisation.
A digital experience that supports the work-flow
Apart from the space, the digital tools are essential to the work-flow itself. To meet the users’ needs, we designed a global overview dashboard for the main operations screen. The design had to take into account the specific workflows of the operators, and factor in usability, legibility, and lighting conditions of the physical space. Moreover, we advised DNV GL on equipment solutions to better support the workflows and specifications for A/V (audio and video) contractors.
Cyviz proved to be the right choice to solve this problem, thanks to their holistic approach to A/V systems.
20 000 remote surveys delivered in two years
The Hamburg launch in October 2020 marks the two-year anniversary of DNV GL’s fleet-wide roll-out of remote surveys. It also marks the impressive milestone of a total of 20,000 delivered remote surveys.
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