Gabrielle Gibson
UX designer

Introduction

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

Process

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

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Competitive Research

  • Identified commonalities and differences between the apps

  • Features

    • Mobile app

    • Resident portal / Owner portal

    • Pay rent

    • Maintenance requests

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User Interviews & Downloading

  • Challenge

  • Interview plan

    • 3 user interviews

  • Downloading

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Affinity Mapping

  • Visual categorization of interview notes into categories

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Empathy Mapping

  • Guide me to understand what each person from the user interviews says feels, thinks & does in preparation for personas

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Personas

  • Created with help from interviews & synthesis methods. 

  • Referred to them throughout the entire design process.

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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.

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Experience Flow

  • A path with steps created for user navigation

  • Useful for information architecture & creating UI design of individual screens

  • Assumption

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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

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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 Fildelities

  • Involved Parties

  • Internal feedback/redesign

High Fidelity Wireframes - Redesign

  • Final screens

  • Parties involved

  • Redesign

Challenges

  • Time

    • Survey

    • Prototype

    • User Tests

    • Redesign

Next Steps

  • Development

  • MVP+