Enterprise UX & Service Design

Taking the "work" out of requesting facility work

Company

The University Of Georgia

I have omitted and obfuscated confidential information in this case study.

My Role

User Experience & Service Design responsible for:

User Research

Synthesizing Research

Process Mapping

User Flow

Screen Flow

Usability Testing

Problem

Facilities task force called for improved communication during project lifecycle.

We want to connect facilities requestors, Facilities departments, and technicians with one web-based application so that there is improved communication about service requests throughout the lifecycle of a project.

Overview

Previous UX and Service Design projects revealed a more substantial problem.

While gathering research for previous UGA facilities projects like, “Decreased Meeting Times By 65%” and Website That Improved Data Entry Accuracy By 90%,” I realized we were putting band-aid fixes on a much larger problem. Facilities requests were being managed legacy apps that lacked user-friendly integration to each other.

Key Goal

Our goal is to make the communication and business processes easier during the entire life-cycle of a facility work request for every UGA employee.

Timeline

This project is currently in process, and the expected general launch slated for Summer 2020.

Solution

We made a business case for UX and moving services to one application.

This project implements the missing customer-facing browser-based application from AssetWorks geared to improving the user experience in the existing Facilities Management Integrated Workplace Management System (IWMS).

With ReADY Request, employees can easily find, submit, and track the progress of their requests.