Internal Service Portal Responsive Design.
Work order creation
One Queue allows store managers to request and track store maintenance; creating a consistent, measurable, intuitive work order creation process across all portals.
Role
User Experience Architect
Tools
Miro
InVision
Sketch
Deliverables
Mockups/Prototypes
User testing
Digital Analytics
Presentation
Team
Karn Kapoor (PM)
Jojo Dupuy (UID)
Problem
Residents and commercial clients will often times put in multiple work orders with the hopes that this will expedite the work order time to completion. In reality, this slows down the work order dispatching process. Implementing a duplicate and recall check during the work order creation process can alleviate repetitive tasks for internal SMS’ers.
How might we implement checks in the system to allow for a more seamless and touch less work order that allows the user transparency of the status of the work order and prevents the users creating multiple work orders for the same issue?
Solution
By implementing a duplicate and recall check during the work order creation process, this should allow for the users to have a better understanding of where in the process the work order is, thus reducing the number of duplicated/recall work orders. Updated verbiage allows the users to understand that we empathize with them, acknowledges their patience on the matter, and allows the user to add more details on the work order that is being subjected to the duplicate and recall status.
Impact
→ 40% reduction for possible recall exceptions in auto-dispatch or RPA through deployment of Recall Check for all resident and commercial portals with work order creation.
→ 30% reduction for possible duplicate exceptions in auto-dispatch or RPA through deployment of Recall Check for all resident and commercial portals with work order creation.
→ 70% of work orders created on our resident and commercial portals due to the new resident/commercial work order creation experience = $1.7M annual savings.
→ Increase the percentage of work orders with an attached photo/video from 43% - 60% (general) and 59% - 63% (Invitation Homes).
→ Increase monthly work order creation through One Facility App and Client Portal from 72% to 90% - $860k annual savings.
Key Features & Screens
Duplicate Check
A duplicate check was implemented to reduce the number of repeat work orders related to another work order number of the same issue. A duplicate check is only visible to the user when the system has found that the newly created work order has similar details to other work orders pending in status.
Recall Check
A recall check occurs when a work order is created that has similar details to a work order that has been marked as completed by a technician. If the user is still experiencing an issue after the technician has been on-site, our system will create a new work order and the dispatching process begins from there.
User Flow
These newly implemented checks will only be seen by the user when the system determines that the current work order could be a potential duplicate or recall based off the work order details and questions answered by the users during the work order creation.
Work Order Creation
Work Order Creation with Checks
Testing
Research goals
→ Building off the initial discovery from residents, we wanted to ensure these checks would work for our commercial clients.
→ Finding what verbiage resonates more with commercial clients.
→ Discovering what details are important for commercial clients when faced with one of the checks that would allow them to work efficiently.
User Interviews
A total of five participants were interviewed. Participants were asked to complete a work order example that is in the scenario of a duplicate or a recall. All participants were internal SMS’ers who work closely with commercial client managers and can speak to the experience of these users.
Insights
Commercial clients require more details on the initial screens of each check. Details include:
→ Who created the work order, date and location.
→ For recall, vendor name and date when the issue was completed.
→ The ability to add additional photos in the case the issue has worsened. Also, in the case of recall, to show the work that had been done which was unsatisfactory.
→ Quick and easy access to see the photos that were attached on the original work order associated with the duplicate or recall.
Takeaways
→ Cross - team collaboration was crucial in order to ensure we were tackling all the proper jobs to be done based on the user we were designing for. Ensuring that we were able to implement checks across all products helped create a unified experience.
→ While the work order creation process is the same for all users (residential and commercial) there are key functional features that each user is looking for in order to feel they have enough information to proceed. Commercial clients requested more detail during each check than residential users did because there are more potential users involved when solving a work order issue.
→ Continued iterations! After getting feedback from our commercial users we were able to implement these new insights for our commercial duplicate and recall scenarios.