Problem
In recent years, Alto Vita over took the responsibility for addressing concerns and ensuring the security of dormitories and hotels. However, over time, the frequency of issues and incidents has grown due to various factors.
The challenges became noticeable in the first quarter of 2023, leading to numerous complaints from guest managers responsible for housing safety and security. They expressed dissatisfaction with the outdated workflow for handling incidents and problems.
Solution
As a component of their digital transformation initiative, we opted to integrate "escalations and incidents" into the platform. This inclusion aims to assist guest house managers in more efficiently tracking and resolving issues, streamlining the overall process.
My role: The team already planned the process for this project before joining team due to budgeting and they already had a process created for all projects. My role was to lead the research phase which consisted of conducting user interviews, analyse them and create the optimal solution
Before going deeper into the analysis. That’s the old workflow
Research Analysis
I conducted user interviews with 13 guest managers.
Here are some of the questions:
- What are their problems?
- What are the problems of the current flow
- Describe their ideal workflow?
- What are its key advantages of the their suggested workflow?
Ideation
I facilitated 2 workshops with Product managers and guest managers
The first workshop consisted of how can we digitalise the workflow. We started the workshop by implementing the " How might we " exercise then discuss the HMWs and come up with ideas.
The second workshop was about creating a new workflow that suits the needs of guest managers and also customer supports.
Additionally, we developed a workflow that outlines the navigation for guest managers within the platform, providing a clear guide to their interactions and tasks.
Finally, I sat down with the guest managers and we created a wireframe to see what type of information should we include for each incident
Final Design
The final solution included adding a new page in the Nav bar and display the escalations horizontally.
Each row displays the type of incident, severity, status and resolution in which severity, status and resolution time-frame can be changed once the manager clicks on edit.
Alto Vita already had a developed design system which I used for the final design and made the design quite easy to build.
Testing
Since I worked with the guest managers from the beginning. The testing phase wasn't a challenge at all for us. The outcome of testing was positive and most of them said this would accelerate the management of incidents and increase user satisfaction when dealing with such issues.
What have I learned
As someone who collaborates with everyone. i have learned that when we are in the ideation phase. It is important to include the actual users. In addition to that, having an already established design system helps a lot and saves a lot of time especially when it comes to working with developers and engineers.