A functional design based on user centric design principles
Client
A Fortune 500 and S&P 500 company who is the world’s largest commercial real estate services and investment firm that serves real estate investors and occupiers through approximately 450 offices worldwide. They deliver an integrated solution for clients seeking to outsource facilities management (FM) and maintenance services.
Business Needs
The client approached us with the problem of data loss and low transparency on their service ticketing system. The system collated and processed service tickets raised by their customers from different third-party applications. They were finding difficulty in maintaining huge amount of data coming in asynchronous mode. Due to this, users spent a lot of time in tracking and routing tickets, and responding to error situations.
01Discover
We got a strong understanding of how the current business process works from the client users. We also defined the sample persona of the users which helped us to understand their key motivations and frustrations.
02Define
We came to an early conclusion that the solution was to build a dashboard application that integrates with different systems and presents the data in an unified, consolidated manner to the users.
We ideated on all the features that the application must have. We brainstormed and created wireframes to get early feedback. The designs were improved as per the user feedback.
Wireframes
03Design
Work order tracking page which gives a snapshot of the work order's health in a simple and clear design.
Intuitive dashboard design with all the important metrics and information needed for quick actions.
Design that displays an clear overview of various system components for a customer.
Errors page design assisting easy resolution of critical errors and escalation.