In my UX Design Studio course at Pratt, I decided to redesign the campus' maintenance request system. I chose to do this because I tried to submit a request for a broken piece of equipment in one of the labs and had a frustrating experience.
The current submitting system has an outdated interface and is quite difficult to navigate to via web. There is no dedicated app for maintenance requests nor does the Pratt website have an accessible tool.
My goals were to design a better mobile-web experience for students to quickly locate the request page by doing the following:
1. Have a dedicated maintenance request portal on the Pratt website students can easily search and find.
2. Reduce the number of steps it takes to navigate and access the portal.
3. Take the important components of the outdated form (that is not mobile friendly) and create a seamless documenting experience.
I was curious whether other students were aware of the maintenance request system and if they did, whether they also felt frustrated by it. So I asked a few of my friends at school. They were either aware that it existed but wasn't sure how to find it, or they didn't know about it at all.
I also ran a survey with my classmates asking about their experience with submitting maintenance request. I was particularly curious about what types of problems people would be submitting requests for.
With personal research and insights I gained from my peers, I mapped out a new user flow to help inform the wireframing stage.
The prototypes looked miles better from the original that took up the entire screen.
However the drop down menu and single form page still felt clunky and the file attachment icon felt outdated.
I also wondered if using a map to utilize location data and auto-fill in where a user was could be interesting. However, I wasn't 100% convinced that a map added any meaningful help to the form process that was meant to be quick and easy.
I ended up tossing the map function in favor of a simpler search feature that would load pre-existing location options. I'm glad I played with the idea nonetheless.
The final design with a working prototype was well received. My peers noted the simplicity and functionality of the documentation process, highlighting the fact that an art school should have a well designed submission system. Looking back, I would have wanted to spend some more time on the confirmation page to allow any edits a student may have. In the future, I'd like to design a feedback system where Pratt employees would receive the requests through a portal and be able to send updates and communicate with the requester. Overall, this design project stretched me into thinking about implementing a tool that would live within Pratt's existing framework, considering how it would be found, built, and shipped.
Working with my Professor, we submitted this project as a design proposal to Pratt's Research Center.