User Experience & Website Design

User Experience & ,
Website Design

Improved Data Entry Accuracy by 90%

Company

The University Of Georgia, Work Request Center

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

My Role

User Experience & Website Design

Field Study

Wireframing

WordPress Development

Trello Integrations

Usability Testing

Overview & Problem

Call center communication issues and work order errors.

The UGA Work Request Center (WRC) manually processes over 40,000 work orders annually for more the 700 facilities employees to maintain nearly 18 million square feet of real estate on the Athens, GA main campus.

Requests for changes and updates to work orders came from multiple communication channels, from CB radio to emailed requests. 

Even at a low error rate, the potential for misinterpretation of a need between WRC call center employee and facilities technician could create communication gaps leaving the impression the right hand of facilities was not talking to the left with on-campus clients. 

Key Goal

Improve communication across facilities departments, from the administration to the middle management down to the rank and file employees.

Timeline

14 non-consecutive days were spent doing in-depth field study and 3 weeks to synthesize research, develop and launch the website.

Solution

An employee website closes communication gaps.

Designed and developed an employee-facing website for facilities workers that has a simple user interface, that improved transparency, and data entering accuracy by 90% in facility work orders.

Some select project details.

Background

UGA's campus is like managing a small city.

Departments and services are interrelated and dependent on each other.  A university is a living organism, and Facility Operations maintain the physical systems and assets that make a campus. 

The UGA Athens campus consists of approximately 18 million gross square feet of administrative, library, classroom, research, housing, and University support space. Facilities Management division provides the services necessary to operate and maintain the 400 buildings, grounds, and utilities that make up this space.

Process Mapping

Using the Theory of Constraints to identifying bottlenecks.

The Theory of Constraints is a management theory where the main goal is to maximize the throughput of a system to serve the business goals best.

While process mapping for the project, “Decreased Meeting Times By 65%” for Facilities Management, I discovered bottlenecks and confusion when communicating with the call center. 

To better understand the “why” and “how,” it was time to get out in the field with the shops.

Field Study

Out in the field, on campus, with the tradespeople observing to understand their work.  

Facilities Management has 19 skill trade shops that keep the campus running smoothly. I spent time out in the field, on campus, with the tradespeople observing to understand their work.  

FMD Matt during Confined Space Safety Training with Facilities Management.  Contact me to see my confined space training video.

The biggest challenge was creating an experience that is mobile-ready and lightweight enough for 3G.

We were all making assumptions and uncovered that shop workers are reliant on their mobile devices, specifically text messaging, for work order updates.

Development

Paper Sketches, Wireframes, and WordPress.

I started with a Crazy 8’s sketching exercise, then jumped into Balsamiq Mockups for wireframing. When I have time, I like breaking up my digital design process between Balsamiq and Adobe XD; it forces a critical “fresh eyes” as I build in XD from Balsamiq.

Paper Sketches

Some major learning points.

Outcomes & insights

Cupcake ipsum dolor. Sit amet lollipop fruitcake topping. Jelly beans bear claw brownie fruitcake. Chocolate chocolate gingerbread candy pie. Biscuit marzipan apple pie pastry fruitcake lemon drops halvah biscuit jelly beans. Gummi bears tart sugar plum chocolate cake chocolate cake candy biscuit. Tootsie roll lollipop carrot cake jelly beans icing lemon drops tootsie roll macaroon. Pudding chupa chups sesame snaps tiramisu wafer sesame snaps muffin apple pie jelly. Oat cake topping dessert. Pudding chocolate cake soufflé wafer bear claw.

Use employee brainpower where it matters most.

Capturing project information for a review session has a sophisticated information structure.

Reducing the cognitive load, and lowering the demand for employee memory with standard, easy to fill out online forms keeps employees focused on the client rather than a slave to the review process.

Automate repetitive and predictable tasks.

Meeting preparation can be tedious and time consuming. 

Automating meeting agendas decreased information capture error rates. Project review tasks handled per “Trello card” reduced meeting times by 65%.

Automate repetitive and predictable tasks.

Meeting preparation can be tedious and time consuming. 

Automating meeting agendas decreased information capture error rates. Project review tasks handled per “Trello card” reduced meeting times by 65%.

Use employee brainpower where it matters most.

Capturing project information for a review session has a sophisticated information structure.

Reducing the cognitive load, and lowering the demand for employee memory with standard, easy to fill out online forms keeps employees focused on the client rather than a slave to the review process.

Automate repetitive and predictable tasks.

Meeting preparation can be tedious and time consuming. 

Automating meeting agendas decreased information capture error rates. Project review tasks handled per “Trello card” reduced meeting times by 65%.

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Website Improved Data Entry Accuracy By 90%

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This Decreased Meeting Times By 65%

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Email me at: lizzhorvath@gmail.com
Call or Text me at: 678-656-5797  (Mon -Fri. 10am to 7pm EST)
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