Web, iOS & Android Apps Development Project
Residents App
The Problem
Apartment renters submit maintenance requests to the community management office whenever something in their unit needs fixing. However, they frequently select the wrong category for their requests, causing delays in assigning the appropriate technician. To address this issue, I redesigned the maintenance request workflow, providing clearer guidance to help renters categorize their requests accurately to accelerate the dispatch process.
Why is this worth solving
Currently, when residents submit a request, they must fill out a long form with minimal guidance. Many residents rush through it, providing incomplete or incorrect information or selecting the wrong category.
Once submitted, the request goes to the back office, where staff assign a technician to address the issue. However, if the details are incorrect or insufficient, the wrong technician may be dispatched, leading to delays and wasted time.
With accurate information and proper categorization, back-office staff can efficiently assign the right technician from the start, significantly speeding up the resolution.
How did I solve this problem
Ideation & UX
Collaborated with the business team to define essential and optional information required for accurately assigning technicians and providing instructions to the technicians.
Documented requirements and worked with the UX designer to divide the information collection process into a step-by-step workflow.
Implementation
MVP achieves feature parity while improving user experience.
Step-by-step information collection for a smoother submission process.
Embedded guidance in each question field.
Basic work order status tracking.
V1 improves maintenance request submission and allows users to edit requests.
Enable users to upload pictures for better issue description.
Allow users to edit or cancel maintenance requests.
Introduce more granular work order updates.
Technical Consideration
This work requires integration with the management software used by the back office.
Our product sends work orders to the back office software and receives feedback on work order progress.