thyssenkrupp

CAPITAL PLANNER

Problem

We needed a solution to help existing customers plan their future elevator upgrades and maintenance. Building owners and managers were having to invest a lot of time with the sales team which was causing an overload on the sales team to keep up with the demand of building managers requests.

Role

Lead UX and UI Designer

• Help define features with Sales Team

• Conduct usability research

• Visual and interaction design

Research

After initial meetings I sat and observed one of our sales team members with a customer. There was a lot of information and due to the fact that we were dealing with customers with multiple buildings, it was causing a lot of confusion. We had another meeting with other sales team members and confirmed they were facing the same dilemma.

Understanding what organizing and planning meant

What did Building Managers and Owners want:

Recommendations to help prevent future maintenance
Portal that help organize campus information
Ability to go into individual building information
Cost and time line for future auditing
Maintenance history

Concerns arose:

Sales did want to have to input information over again.

How it will all work

After researching and getting a better understanding of what was being requested I started my flow chart.

Creating a drill down solution, building manager could log into portal and view campus properties maintenance, recommendation priorities,
Could get annual cost for all buildings to help evaluate future cost and expenses.
Allow user to then select individual building to check on when maintenance was requested and completed.
Sales Team could populate account with information from original sales contract that was being saved on another server.

Wire up to test the process

After creating a interactive map I began to build a fully interactive wireframe This aloud us to test to see if the flow made sense. We also started to test the desired sections. When the stakeholders liked the usability we proceeded to build it in Adobe XD for further testing.

Usability testing

After creating the optimized workflow, I need to ensure that we presenting the correct information in a way that made sense and was easy to use. I created a usability plan, what our purpose was, what information we were providing, key tasks, and what the final goal. At the end we created a survey.

We asked:

What worked for you to obtain the information desired?
What caused any road blocks, confusion, or frustration?
What improvements would you make?

What I learned

After going through with building managers they loved how easy it was to use but wanted more information about specific elevators and units. After creating modules in Adobe XD it was easy to make these changes and created sessions with building managers to go over changes

Conclusion

A huge success! Creating a tool that allowed building managers to audit their machines and plan for future expenses made the conversation between our sales team and builiding manager very productive when it came time to create a plan. Every month after a new client would have their account set up we would reach out to see how their experience was with the capital planner. This allowed us to build relationships and made the customer feel valued.