Journey Map Case Study
Background
There is a system has existed for many years with complex workflow and UI, which made cumbersome for the day-to-day work of colleagues. We decided to innovate and revamp the whole system and workflow
Problem Statement
Business Workflow
- Not User-Oriented Design for Business Workflow
- Lack of Guidance
- Not Mobile Friendly
- Complicated/Redundant Steps
- Insufficient Reporting Function
- Non-Property Management Functions
Technical Review
- Legacy Technology
- No UX/UI Design
- No Resilience
- Security Risk
- Only Supported on Limited Browsers
Goal
Present clearly the innovated ideas to managements about the solutions
My Role
UX Designer
- Review on business operation of using the system with different roles
- Setting up the testing prototype, venue, observing participants, recording video and taking notes.
Findings
Identify User groups and function usage
Key Modules
Manage requests/ complaints/ appreciations/ comments and assign tasks to responsible parties
Maintain vendor contract and insurance information, and preform vendor assessment
Manage, issue, and collect feedback for quotations/tenders
Manage and stock control for building facilities, assets and material inventory
Case Study
Use Call / Case / Order Management module as an example to study the journey
Journey Map (As-is flow)
Identify pain point and problems
Create a To-be Journey Map & Proposed Solutions
