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MONDIA
WORKFLOW MANAGEMENT

A workflow management platform simplifying work process and saving time on inefficient communication
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Project type

Client project

Duration

4 months (Sep 2018 - Jan 2019)
5 weeks (Feb 2024 - Mar 2024)

Role

Research
Design
Testing

Tools

Adobe Suite
Figma
ProtoPie

WORKFLOW MANAGEMENT PLATFORM

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App

Allow technicians to report task status and access task records directly from their mobile devices
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Backend System

Allow administrative staff to create, assign tasks, and track task status efficiently
Overview

OVERVIEW

Background

MONDIA, an elevator company, primarily offers elevator maintenance services. However, their process of arranging and assigning maintenance tasks involved significant manual effort. To streamline operations and boost efficiency, MONDIA aimed to develop a digital workflow management platform

Problem

01     Administrative staff spent excessive time on creating, assigning task

         tickets, and tracking task status

02     Administrative staff would create duplicate tasks due to

         unclear communication

03     Technicians needed to call administrative staff while finishing

         assigned tasks or having questions about maintenance records

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Administrative staff was writing task tickets

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Technician was calling staff to inquire about previous maintenance records

Goal

01     Shorten the time spent by administrative staff on task assignment

02     Minimize assignment errors to improve accuracy in task allocation

03     Enable technicians to efficiently complete daily tasks as scheduled

RESEARCH

Research
Upon learning about the client’s objectives, my initial step was to familiarize myself with the users and comprehend their current work processes.
Naturalistic Observation

One-week observation in the office and two-day field research with a technician to observe administrative staff and technicians’ daily work routine 

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Observing administrative staff members' daily routine

Interview

• Focus group: let administrative staff and

   technicians to discuss their workflows and

   share their opinions

• Semi-structured interview: asked follow-up

   questions and delved into their thoughts and

   experiences

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Employees were sharing their opinions about workflows

Key Insights

01     Administrative staff thought that manually filling out task tickets

         and assignment process were time-consuming

02     Staff mentioned that forgetting to notify other staff of assignment

         status led to errors in task assignment

03     Technicians mentioned that calling staff to inquire about previous

         records and report status would often extend the time needed to

         complete the task

Define

DEFINE

Based on the research findings, I created journey maps and personas for administrative staff and technicians to clarify problems and identify design opportunities.
Administrative staff
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Technician
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Design

DESIGN

Next, we planned to design this platform, but before doing so, we established the requirements as guidelines for the subsequent design process.
Design Requirements

01     Ensure an intuitive interface to minimize the learning curve for users

02     Streamline task creation and assignment process for increased efficiency

03     Clearly display task assignment status to prevent errors

04     Allow technicians to access task records and report status directly from their mobile devices

Information Architecture of Workflow Management Platform
Guided by these requirements, developers and I began building the platform. We started by designing its structure, which consists of two parts: a backend dashboard tailored for administrative staff to input information and manage assignments, and a mobile app designed for technicians who require on-the-go access from their phones

Administrative staff

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Technician

Problem 01
Administrative staff spent lots of time on filling out task tickets and assigning tasks by area for each appointment date

Repetitive data entry when creating task tickets

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Manual categorization of task tickets by area for assignment

Solution 01
When creating task tickets, the system will automatically populate predefined information. Staff can then utilize date picker and dropdown list to select tasks for assignment
On the backend dashboard, administrative staff create client profiles in the "Client Profile" section, inputting details and assigned areas. In the "Task Planner" section, they create task tickets by selecting client names and options from dropdown lists, with system autofilling details.
These tickets appear in the "Task Assignment" section, where staff can quickly sort and assign tasks to technicians by date and area.

The system autofills task details, saving administrative staff time 

Administrative staff can quickly sort and assign tasks by date and area

Problem 02
Create and assign duplicate tasks due to unclear communication
Assignment errors occurred when administrative staff forgot to notifying other staff members after scheduling and making assignments
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Solution 02
Synchronize assignment status to prevent duplicate scheduling and assigning
To prevent such situations, the "Task Assignment" section will provide an overview of all tasks, allowing every staff member to clearly see which tasks have been assigned and which ones have not
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Problem 03
Inefficient communication affected technicians' work progress
Calling staff to report status or inquire about task records was inefficient and caused delays in task completion
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Solution 03
Enable technicians to report task status and search task records in the app, with synchronous status updates to the backend dashboard

In "Home" section, technicians can tap on their assigned tasks to begin working on them. Once completed, they can simply tap "Finish" to report the status. Simultaneously, administrative staff can monitor the task status on the backend system dashboard 

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Technicians can go to "Search" section, then choose the timeframe, client and elevator number to find the records they're looking for

Outcome

OUTCOME

After launching this workflow management platform, administrative staff's assignment error rates decreased from 5% to 0%. As the time spent on assignment process declined, their labor cost reduced by 34%. Regarding technicians' performance, their task completion on-time rate increased from 75% to 88%. Overall, it helped both of them spend less time on repetitive tasks and inefficient communication and meanwhile increase productivity at work.
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Administrative staff was assigning tasks on backend system and technician was checking task ticket in the app

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Technician was reporting task status in the app

Takeaway

TAKEAWAY

01 The importance of onboarding users to app
A good onboarding experience can quickly familiarize users with features and demonstrate how these features can solve their problems
02 Collaboration with stakeholders
Early engagement and maintaining clear, regular communication channels are essential for effective collaboration across various functions
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