Redesign / Technical

Maintenance Management App Overhaul



We reinvented a bare-bones utility to manage work orders for technicians that perform maintenance in warehouses, hospitals, municipalities, and more.

Homepage Dashboard

Overview


My client was second to none for it’s feature-rich desktop software, but consistently lost deals to buyers who were reliant on the mobile app engrained into technician’s daily work.

Goals


Convert sales and build trust in buyers who didn’t trust the mobile app’s quality or usability


Increase adoption for maintenance teams so they can leverage the timesaving, efficient workflow that the app enabled

Role

Lead UX Designer

Tools

Figma, JIRA

Team

3 UX Designers,
1 Business Analyst

Timeline

4 months

Approach


I followed the double diamond process. Discovery, exploring the problem. Wireframing, deciding what to fix. Testing, validating ideas. Deliver, refine the solution.

Discovery Workshops

Probing, structured conversations that help us steer group discussions effectively from a user-centric lens.


Audience Analysis


I designed the workshop to facilitate a high level group discussion around

“Right questions are thought-provoking. They are rarely simple or easy to answer. They have many sides that need to be surfaced, and typically lead to more questions to expand on ideas.”
- Jennifer Blunt

Questions included: 'What do they need in order to do their job? When will they use the app, how often?' 'What challenges do they face when using the app' 'Conversely, how can we improve their experience?' 'What do they like about the application?' and 'How is their performance measured?'

Personas


I used persona templates to dig into specific use cases, pain points, and the environment for the main users of the app.

Our primary persona represents old-school technicians, who might not use technology often and can be easily frustrated by tech.

'If one person doesn’t get on board with using the app, the entire team struggles to adopt it.' and 'Sometimes I spend 20-30 minutes trying to find a part.'

User Flows


With over 90% of technician’s tasks being performed outside of the app, I mapped out multiple workflows which helped us design the architecture to conform to their processes. This also helped us fill in missing details, explore scenarios, and identify the most critical areas for improvement.


I followed the double diamond process. Discovery, exploring the problem. Wireframing, deciding what to fix. Testing, validating ideas. Deliver, refine the solution.

Wireframes


Used as a discussion tool to build mutual understanding of concepts, experiment with ideas, and shape the bones of the app.


Management

Two additional designers joined my team. I managed their work and deadlines while I lead presentations and the overall direction for the app. We collectively produced wireframes, a prototype for testing, A/B concepts for visual direction, and high fidelity designs for mobile and tablet.

Positive sentiments from my team’s retrospective meeting.