A mobile platform to manage service tickets with end to end transparency
Client
Our client delivers an integrated solution for clients seeking to outsource facilities management (FM) and maintenance services. They unmatched value through single-source accountability, streamlined operations and partnered purchasing strategies that reduce cost, enhance uptime and drive workplace experience.
Business Needs
We were approached by the client seeking an innovative solution to maintain service tickets’ visibility across their enterprise and customers. They wanted their customers to have an advanced ability to track the progress of their service ticket at any time.
01Discover
Through a series of stakeholder interviews, we tried to understand how their current service ticket mechanism is working and how we can bring together some new features that can help their customers to be in control of their tickets.
We also did a user study among sample users and discovered that most users wanted to be informed about how and when their service ticket is getting addressed and by whom.
02Define
We clearly knew there was a need for a platform preferably on a handy device like a mobile that manages service tickets with end-to-end transparency.
We were looking for inspirations on how other applications or organizations are solving similar problems. After several brainstorming sessions and market analysis, we realized that Uber was solving similar problem (though in other business area) by making use of digitalized platform and thereby transforming customer experience and convenience. Hence, we decided to base our design solution on Uber-like mobile platform.
Wireframes
We designed wireframes in order to get early feedback and iterate the design concepts.
Here are some key features we designed:
- Virtual badge of agent – Users can quickly identify the agent with details such as agent like name, address, spoken language, experience & ratings. User can also communicate with the agent through a phone call, chat, or an email instantly.
- Map - Users can track the physical location of an agent. It also tells the user estimated time of reaching the location by agent.
- Chat support – Users can have natural conversations to perform common tasks such as creating a new ticket, rescheduling an existing ticket etc.
- User ratings – Users can provide instant feedback ratings for agent’s services which helps to improve the quality of the service provided by the client.
03Design
Service ticket management screens where users can view all their tickets, track the associated agent and give feedback on the service.