Our client, american company that coordinates repair works, has requested us to help with an issue: company uses Propertyware — Property Management System for work, but that solution don't suit them completely, mainly because of lack of visibility between client's company, vendors and vendor's resources. As result, tenants don't know about statuses of their requests, and managers of the company often spend a lot of time just to get know about the status. Company doesn't want to build an absolutely new Property Management System for that moment, but wants to create additional solution to control status of work-orders in their relationship with tenants,vendors and vendor's resources.
New system is going to have impact not only on company's employees, but on company's partners and on partner's employees. So designed solution shouldn't be an irritable and obtruded, but should help to achieve their work goals as well.
During this phase series of stakeholder interview has been implemented, to understand business needs and goals, types of users, relationships between users, current workflows. Users interviews was requested to understand current working process, peoples constrains and gaps in current approach, that going to be changed.
Lean UX approach had been most suitable approach for budget and time situation, so team has switched to generating ideas and validation them. New workflow was proposed and validated in few iterations. List of features based on business needs, Personas and their goals and workflows has been generated and prioritized.
Idea, that has been approved to go on with, is web based kind of mail client,where "threads" is work-orders, and all kind of activities during work with that work-orders shows as new "message cards".
For resources, who actually perform repair works, proposed to design mobile applications for iOs and Android, that allows to know about new tasks, communicate with managers who are responsible for that work-orders, and send reports about works that has done.
Prototyping & Validation
All design process has been built around prototyping and validation — iteratively from low-fidelity prototypes to high-fidelity. inVisionApp and QC Origami was main tools for prototyping. Remote usability testing technique was used for validation.
As result, client recieved solution, that solves his issue and icludes web bassed application for 2 kinds managers user roles, as well as mobile solutions for resources for iOS and Android platforms.