Service Design

This Decreased Meeting Times By 65%

Company

The University Of Georgia, Facilities Management

My Role

Service Design responsible for:

User Interviews

Process Mapping

Trello Integrations

WordPress Development

Employee Training

Process Maintenance

Overview

Facilities Management Project Review Process

Facilities employees take major renovation or repair requests to the Weekly Project Meeting for review and assignment.

However, multiple employees bringing requests in different formats left a significant communication gap in its project acceptance process.

Key Goal

University Facilities Task Force Goal

Improve interdepartmental and client communication during project initiation, through scoping, and design. 

Solution

Designed Website Experience + Added Trello

I designed a browser-based meeting process that standardized information capture, and decreased meeting times by 65%, avoiding $19K in annual labor costs.

The biggest challenge was creating an experience that did not require developer support or software licensing costs. 

Meetings Managed with Trello

Trello is an online visual collaboration tool that organizes your lists onto digital bulletin boards. With lists that have “cards” similar to index cards, it’s easy to organize ideas and information.

Contact me to learn more about how you can use your website and Trello to create and manage meeting agendas or customer requests

Some select project details.

My Process

Identified Stakeholders

Interview Meeting Attendees

Researched Legacy Documents

Process Mapping

My Process

Identified Stakeholders

Interview Meeting Attendees

Researched Legacy Documents

Process Mapping

Identified Gaps & Constraints

Researched Trello Integrations 

Whiteboard Pitch Process

Sketched Site

Developed Site & Tested Process

Trained Employees

Identified Gaps & Constraints

Researched Trello Integrations 

Whiteboard Pitch Process

Sketched Site

Developed Site & Tested Process

Trained Employees

Key Findings

Information Silos

The Facilities Management Division had multiple employees receiving requests in different formats without a practical approach the track the who, what, when, or where.

Misinterpreted or Missing Project Details

With ten or more personnel in attendance, inconsistent information gathering method, meetings were unnecessarily lengthy, and attendees’ captured critical project actions on personal notepads with no other record made.

Communication Gaps

Information and communication easily got lost in the shuffle, often leaving campus departments feeling frustrated.

Some major learning points.

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%.

Read another case study or a little about me.

Enterprise UX

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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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About Me

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How can I help you?
Let's chat.

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

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