Facilities management is a maintenance of an institution’s physical infrastructure to ensure a smooth operation of its facilities. The term encompasses many tasks, but for the scope of this project, we focused on the regular upkeep and repairs of building systems, such as electrical, plumbing, HVAC, etc.
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Through months of research, I led the team through multiple research methods that unpack this highly complex and technical domain.
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I further drilled down the final 4 insights to identify the true user needs.
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The team brainstormed ideas for the smart assistant and tested them with inQ’s CEO, product managers, graphic designer, and engineer, as well as 9 potential users through a prioritization activity. Based on this activity, we were able to derive that the top three most “invested” ideas were a notification center, spatial context, and root cause analysis.
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Through the testing sessions, we gathered feedback and synthesized it into the following three key takeaways:
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Hoping to integrate into the existing workflow of a facilities manager/technician as seamlessly as possible, I first proposed a widget as an interface for the desktop app. However, through testing, we learned that the widget introduces a foreign mental model and isn't ideal. We also learned that users really liked the idea of consolidating resources and linking them into a single platform like inQntrol.
Even though it integrates more seamlessly into the existing workflow, a widget introduces a new mental model that's too foreign
Switching to a standalone platform matches with the existing workflow more and is easier to understand
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Despite how equipment could be at different elevations within a space, an interactive 3D model becomes too excessive and overwhelming
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2D diagrams are more straightforward and still comprehensive
Linking to BAS is useful, but this unique feature could do much more
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inQntrol can act as a directory of many resources that supplement the troubleshooting process, ex. vendor websites for ordering parts for replacement
Through user testing, I learned that, consistent with our second design principle, users prefer to have more information at their fingertips that they can reference without being told what actions to take. I learned what information they prioritize more and adjusted the design to fit that hierarchy.
AR was surprisingly a big hit. I decided to tie in the resources to help troubleshoot with this feature.
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Offering 5 potential root causes in fact raised more skepticism around the recommendations
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Displaying the top 3 likely causes, along with resources for further investigation, is more impactful
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Users intuitively expected the comprehensive past work order screen to be specific to the most recent work order
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We added the recent work section to each individual alert so the flow is more intuitive and convenient
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Design previously included 2D plans related to the specific department each user belongs to (ex. HVAC)
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There's an opportunity to overlay drawings from other departments (ex. plumbing and electrical) to provide a more holistic overview of the space
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Optimizing inQ's unique branding color pink, I created a set of UI components that are clean and align with inQ's image of friendliness and simplicity.
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Positive feedback from occupants of the space
Our users' number one goal is to keep occupants of the space they look after safe and satisfied. And so I hope to measure the occupants' satisfaction before and after facilities managers and technicians use our products as a way to evaluate success.
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Task completion rate and time
Assign a task (ex. locate an equipment, or identify the root cause) and measure the time to complete it with and without using the prototypes
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Reduced number of trips to site
With inQntrol's spatially mapped alerts, technicians should be able to address more issues in a single trip to a particular site
Not get too caught up on the technicality of the domain and focus on the human-centered aspect
Push for a solution that ties more seamlessly into users' existing workflow
Have conversations with engineers early in the design process to determine feasibility
Simulate the hands-on work environment to the best of our ability to test the mobile prototypes
