MONDIA:
Streamlined Workflow Management
A platform designed to optimize workflows and reduce time spent on inefficient communication
About
Helped MONDIA, a small elevator business, create a workflow management platform to streamline task management, reduce manual work, and minimize communication inefficiencies, ultimately boosting productivity.
Problem
MONDIA's manual processes for work assignment and management caused time-consuming tasks, frequent check-ins, and a higher risk of human error. Miscommunications and inefficiencies led to assignment errors and reduced productivity, showing the need for a more efficient system.
Solution
We developed and launched a workflow management platform that streamlines task assignment and tracking, synchronizes statuses in real-time, reduces admin tasks, and improves visibility into work processes. This enhances accuracy and minimizes redundant communication.
Timeline
September - December 2018
February - March 2024
Team
1 Business Associate
1 Administrative Manager
1 Product Designer
2 Developers
Role
User research
Wireframing
Prototyping
User testing
Impact
The platform improved operational efficiency at MONDIA by streamlining workflows and providing real-time status updates. This reduced miscommunications, errors, and delays while boosting productivity. Employees now spend less time on admin tasks, allowing them to focus on their core responsibilities, creating a more organized and efficient work environment.
App
Allow technicians to report task status and access task records directly from their mobile devices
Backend System
Allow administrative staff to create, assign tasks, and track task status efficiently
Identify business goals
During the initial meetings with the client, we gained an understanding of their needs. As a traditional company, their administrative operations were heavily reliant on manual processes, which were not only time-consuming but also prone to errors. To address these challenges, they wanted to develop a digital platform aimed at streamlining their processes, reducing errors, and enhancing overall productivity. To measure the platform's success in achieving these objectives, we identified the following KPIs:
1 Streamline processes: reduce the time spent on work arrangement and assignment
2 Minimize errors: lower the error rate in administrative tasks
3 Enhance productivity: increase technicians' task completion rate
Understand
During the initial meetings with the client, we gained an understanding of their needs. As a traditional company, their administrative operations were heavily reliant on manual processes, which were not only time-consuming but also prone to errors. To address these challenges, they wanted to develop a digital platform aimed at streamlining their processes, reducing errors, and enhancing overall productivity. To measure the platform's success in achieving these objectives, we identified the following KPIs:
1 Streamline processes: reduce the time spent on work arrangement and assignment
2 Minimize errors: lower the error rate in administrative tasks
3 Enhance productivity: increase technicians' task completion rate
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.
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.
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.
Administrative staff was writing task tickets
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
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
Technician
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
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
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
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.
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
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
Technicians can go to "Search" section, then choose the timeframe, client and elevator number to find the records they're looking for
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.
Administrative staff was assigning tasks on backend system and technician was checking task ticket in the app
