ELEVATOR SERVICE & MAINTENANCE APPS

Xing

ELEVATOR SERVICE & MAINTENANCE APPS

Elevator monitoring solution for maintenance companies

New product architecture for the German work-related social platform

Elevator monitoring solution for maintenance companies

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WHEN

2020

 

 
WHERE

USEEDS°

 


FIELD

UX&UI

The client for this project was an Industrial Internet of Things (IoT) powerhouse delivering solutions for digital transformations. The goal was to develop an MVP solution for the market of independent Service and Maintenance companies who are serving high amounts of elevators from multiple brands.


The solution aimed to increase the operational efficiency and extend the service offerings of the Service and Maintenance companies to their clients (facility managers, building owners, assets managers). I was asked with my team to produce the concept and prototypes of several use cases of the MVP for a price-testing on the market.
My team was composed by a project manager, 2 UX designers and myself as UX / UI designer.

 

My tasks in details

  • Definition of UX patterns
  • Definition of UI based on client’s input and development of new solutions

The goals of the project and the actors involved

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Design research: the foundation for the UX and UI design

The research phase ended with a clear understanding of the relevant personas and a list of key insights and recommendations for the MVP.


We had available a number of product features categorized in order of relevance, after the use case analysis and feature evaluation done with users during the interviews.


All the research results were shared with the client who could prioritize the features  and help us lay the foundation of the concept definition.

 

TARGET OVERVIEW

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DISPATCHER

It is a role, not a profession. It covers handling of appointment coordination and varies from company to company.

technician

TECHNICIAN

No clear distinction of tasks between junior and senior technicians, both work on site.

facility-manager

FACILITY MANAGER

Often the facility manager is responsible for operational tasks.

Challanges:

  • Dealing with several programs throughout operational processes.
  • Decision making based on own work experience and knowledge.

Challanges: 

  • Schedules often change, due to emergencies. 
  • Fixing an elevator without having prior knowledge.
  • Lack of correct documentation of maintenance work.

Challanges:

  • Solving a variety of operational tasks.
  • Keeping customers satisfied.
  • Being financially responsible and being the final decision maker.

Uase case analysis and features evaluation during the interviews

MVP KEY INSIGHTS

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Data analysis is needed

No matter which target group – elevator data alone does not bring added value. The data is only valuable for the company if it is converted into information through analysis. Information about errors and sources of error is most relevant here.

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The dispatcher is the brain

The dispatcher is the interface to all stakeholders involved. He understands the information and distributes it appropriately within the company. This role requires a lot of experience and knowledge of the company and expertise in the field of elevator technology.

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Targeted information is expected

Most customers do not want to deal with their elevators in detail. What they are interested in is whether an elevator is functioning or not. In most cases they also lack the technical knowledge to deal with the topic at all.

Group

Digitalization is desired

The degree of digitization in M/S companies varies. There are completely analog companies, companies that use common products like Outlook, and companies that use internally developed products. The digitization of the industry is desired and advocated by all stakeholders.

The concept workshop with the client

We used the workshop to pose specific questions and work them out in a co-creation process: What have we learned from research?  Which storylines allow us to explore the features? Which features should be prototyped?

 

THE STORYLINE LAB

We defined a storyline – a realistic scenario – for the dispatcher, the technician and the facility manager.


THE FEATURE LAB

For this exercise we picked out 2-3 screens from the storyline and we scribbled the interface on paper or in Miro, showing their functionalities. We prioritized the features and added notes, questions or inspirations to the board. We also defined which devices would make sense for which use case.

The design of the concept

We had two major rounds of feedback with the client and used a Miro board to collect input. The concept was developed on a wire-frame base and iterated until the final delivery. The main principles during the design process were:

  • Enable the user to control the complexity of the cognitive load in each use case by defining a clear information hierarchy determinded by priority.
  • Provide guidance to analyse the data and quickly turn them into valuable information.
  • Reduce the components typologies: it helps users to recognize faster the interaction patterns and identify the same pieces of information anywhere in the app, while keeping the overall complexity of the app under control.
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CONCEPT-WORKING-SESSION-1

The design of the interface

The client provided us with the design system used by the company. In general the interface design approach was to translate into visual input what the concept aimed for. Here are the main guiding principles:

  • Clear separations and an airy layout combined with structured text styles and functional use of colour created the information hierarchy and visual priority that enables the user to process the cognitive load of each use case.
  • Prominent titles and color accents organized in a colour code (green-yellow-red) in combinations with easy-to-read – yet graphically modern – charts provided guidance to analyse the data and quickly turn them into valuable information by instantly communicating status and priority.
  • I reduced the components typologies by defining reusable and flexible elements.

 

UI experimentation for mobile

I personally worked on applying the design principles on the concept and, while on desktop the UI served the concept in an effective way, on mobile the styles where not developed enough to provide the overall expected user experience.

After discussing the issue with the client I received additional time to develop the mobile UI further and reach the kind of experience we were expecting. This result was acchieved by making the design more appealing and less dry and crammed:

  • I decided to go for an airy layout to avoid cramming the screens with too much information on such a small scale. Clarity was achieved by the use of cards and elevations.
  • I improved readability through a more legible font, bigger font styling and a spacious layout for charts.
  • Colours are bright but comfortable for the eye and harmonic within the app’s palette. The element of colour is used as an accent to guide and convey the user’s attention on relevant data and status information.

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The technician's mobile app, overview

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The technician's mobile app, task screen

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The technician's mobile app, service history

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The dispatcher's web app

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The facility manager's web app

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Marina Caramagno   |   marina.caramagno@gmail.com   +49 15229235576