MONDIA:
WORKFLOW MANAGEMENT
A workflow management platform simplifying work process and saving time on inefficient communication
Project type
Client project
Duration
4 months (Sep 2018 - Jan 2019)
5 weeks (Feb 2024 - Mar 2024)
Role
Project management
Research
Design
Testing
Tools
Adobe Suite
Figma
ProtoPie
WORKFLOW MANAGEMENT PLATFORM
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
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.
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
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.
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
