Problem
An apartment complex’s residents are seeking an improved experience when submitting maintenance requests to reduce the time & effort it takes to receive assistance.
Assumptions
Submitting requests are cumbersome
Residents experience with maintenance is a nuisance
There is currently no online process for requests
Solution
A mobile application where people can submit maintenance requests on the go.
Tools
Google Docs, Adobe XD
Inspiration
Identify the Plan
Competitive Research
User Interviews
Downloading
Affinity Mapping
Empathy Mapping
Personas
Ideation
User Stories
Experience Flow (User Flow)
User Journey
Sketching
Low Fidelity Wireframes
Implementation
High Fidelity Wireframes
Redesign
Inspiration
Competitive Research
Identified commonalities and differences between the apps
Features
Mobile app
Resident portal / Owner portal
Pay rent
Maintenance requests
User Interviews & Downloading
Challenge
Interview plan
3 user interviews
Downloading
Affinity Mapping
Visual categorization of interview notes into categories
Empathy Mapping
Guide me to understand what each person from the user interviews says feels, thinks & does in preparation for personas
Personas
Created with help from interviews & synthesis methods.
Referred to them throughout the entire design process.
Ideation
User Stories
Based on personas, I listed all of the goals that a user wanted
Identifies essential functionality with the if, then, so that structure.
Experience Flow
A path with steps created for user navigation
Useful for information architecture & creating UI design of individual screens
Assumption
User Journey
Goal of a user journey
Single user journey
Determined the best state of the map
Repurpose the problem & user stories
Steps of the user
Sketches
One of the most important steps in design
Controlled thoughts & ideas
Inspiration
Layout
Low Fidelity Wireframes
Shell representation of the mobile application
Involved parties
Feedback
Redesign
High Fidelities
Involved Parties
Internal feedback/redesign
Implementation
High Fidelity Wireframes - Redesign
Final screens
Parties involved
Redesign
Challenges
Time
Survey
Prototype
User Tests
Redesign
Next Steps
Development
MVP+