EZMaxRequest
OVERVIEW
EZMaxRequest is a full-featured mobile app that streamlines request management by enabling authorized community members to initiate a work request, upload pictures, communicate with service providers, and utilize real-time visibility into ongoing service requests. Our goal was to create an intuitive, secure mobile app that’s easily tailored to an organization’s specific needs.
CHALLENGES
Discover points of frustration when needing to create a service request
Determine a simple and easy to understand step-by-step process for initiating a work request
Creating a simple administrative tool that allows a service center team to manage and monitor community work requests
Combining the needs of both community members and a service center team into one full-featured mobile app
DISCOVERY
I first implemented secondary research in which I examined the websites of competitors of EXMaxRequest (Jira Service Management and Integrify) as well as service request products used at universities and apartment complexes. While most of these competitors had UX and UI components that were strong, there were a few flaws and gaps in the market that could be filled with a new product. Two of the most glaring flaws were outdated, complex looking websites, and a lack of mobile friendly products. The need for a product that can easily be used on mobile and desktop devices was apparent, as well as a product that’s modern, intuitive, and versatile.
In addition to doing a competitive analysis of similar products, I also held feedback sessions with industry experts to discuss client requests. This helped me to better understand user pain points and insights. It was apparent to me that the market was in need of a product that was modern, mobile friendly, and simple to help community members make a service request and administrators manage those requests.
Based on these findings, I ultimately decided that this product should include:
A simple form for community users to fill out that details the requested service needed
An interface that allows service center teams to manage and continuously monitor community work requests
The ability to communicate between community members and service providers
INFORMATION ARCHITECTURE
Once finished with research, I sketched out the flow of the initiation of a service request. This helped me to visualize the type of information that a service provider would need in order to complete the open service request. My research showed that people need a simple form to fill out that gives the service provider basic information such as location, type of issue, and photos for reference.
From here, I was able to sketch administrator needs: the ability to filter requests, change the status of a service request, and review and manage requestor information.
BRANDING
The logo had previously been designed for EZMaxRequest, so I built a UI Kit to help me effectively design a more modern and streamlined request management app. During my research phase, I found that many request management apps are often outdated , so I really focused on a style that had a few bold colors but overall isn't distracting.
WIREFRAMING
All the while keeping my user flow in mind, I designed wireframes that would take a community member through the process of creating a new service request. This included filling out a form explaining that the heat is not working in an apartment, submitting the request, and chatting with the assigned technician. From the administrator side, I also designed the process of a workstation operator updating the status of the service request and assigning the service request to a maintenance operator. Ensuring that each page had a strong visual hierarchy and the user flow was easy to follow was the biggest challenge of this process.
USER TESTING
To determine whether or not any edits needed to be made to my wireframes, I observed participants who fit the desired user specifications navigate through prompted workflows. I had participants give me feedback on the design, layout, and flow of the app. This helped me to established strengths and weaknesses of my designs and determined potential next steps. My main goal was to:
Understand whether or not the flow of submitting a service request is easy to follow
Understand if the process of changing the status and assigning the service request to a maintenance operator is straightforward and effective
Identify any areas of the app that are confusing or inconsistent
I worked through any inconsistencies and necessary changes before handing off the designs to the engineering team on Zeplin.
KEY FINDINGS AND IMPACT
This app is a full-featured product. It requires a way to perform a variety of functions from submitting a service request, to assigning that service request to a technician
Users want to be able to easily explain why they need a service to be performed
Community member users want to be able to easily communicate with their assigned technician
Administrators want to be able to easily assign a designated service request to a technician so that the service request can be completed in a timely manner
Adding this app to InterPro Solutions’ product offering helped increase the customer base by 15%
NEXT STEPS
My next steps are to begin the process of accumulating even more user feedback and perform more in depth usability testing. This would help me to make any adjustments that are needed for future releases of the product.