Role

Product Designer + Product Manager

When

Dec 2022–Feb 2023

Platform

Web

Problem

Tenant users were creating tickets and property users were expecting a workflow that allowed them to automatically approve and create work orders from the tenant tickets. The goal of the automated workflow feature was to introduce a rule builder to allow users to define variables for automatic ticket approval, further streamlining the maintenance request process and providing a more efficient product for our users.

Usability Study

I conducted interviews and created empathy maps to understand user needs. In addition to those meetings, I sat in on sales and client success calls with clients to understand varying contexts for an automated workflow feature. A primary user group identified through the research was the Head of Operations/Chief Operators.

These users confirmed that the automation of ticket approval would be valuable, but also expressed interest in setting up automation around work orders. The insights gained from the research helped inform the designs and ensure it was meeting user needs.

Pain Points

1. A lot of time can be lost approving simple tickets

2. Competitive software had automated workflows

3. Needing to assign generated work orders based on operator availability

Results

Although the new automated workflow feature has recently been released, we are anticipating a positive impact on the efficiency of the maintenance request process. With the introduction of the rule builder, property users can now define variables for automatic ticket approval, allowing for a streamlined process and potentially increasing the number of workflows and work orders generated.

KPIs To Be Tracked

While we currently do not have measurable KPIs, we are aiming to measure success through:

• Total workflows created by users

• Total work orders generated from workflows

• User satisfaction compiled from in-app surveys