Tracking maintenance requests.
Lead Product Designer responsible for Research, User interviews, Wireframes, and Prototypes.
Superlogica Tecnologias
Axure, Keynote.
Owli is a B2C app that modernizes the experience of renting and managing properties. In the app, tenants and property owners can sign contracts, chat, request and approve maintenance in the home, and view the rent bills.
To request maintenance on properties, tenants needed to fill out a small form in our app with the issue and supporting photos so that the real estate agency could hire a service provider to fix the problem. Later the owner of the property could approve the maintenance cost and the service could be executed. Our app showed the current state of the request but didn't have all the steps fully disclosed to users.
To make the maintenance process easier and faster for our users, we partnered with a repair services provider that allowed users to request and pay for the services online, without the need for a real state agency to mediate this process. To unify the experience, we needed to create an integration with the repair services provider system, letting users request the service and see its progress directly from our app.
After defining the data needed by the service provider to generate requests, we added two more steps to our existing flow. In addition to the integration, we discussed enhancements to make it clear to users the current and future steps of requests.
In the maintenance list, we added tags to identify the type of request and its timestamp. In addition, we added a history of cancelled, ended or denied requests.
To collect all information needed by our partner, we added two more steps: The type of issue reported and the tenants' availability for receiving the service. In addition, we added a progress bar to guide users through the request pages.
On the maintenance details page, we added a timeline with descriptions of each step to ensure users know what to expect next.
Along with user flows and prototypes, I also added detailed specs with component behaviours, hover states, and tokens to support the implementation of the feature.
