An Internal Application to address technical issues with the aim to facilitating technical repairing and maintenance processes and handling problems faces by client. (Merchant)

Overview

Problem Statement

The manual process causes technicians to have difficulty in serving clients (merchants) for maintenance needs and managing issues quickly and efficiently, often resulting in occurrences of Out of SLA (Service Level Agreement).

Pain Point

• Searching for merchant locations

• Priority allocation

• Updating Ticketing Status

• Activity reports for the last month

• Updating stock

• Technicians do not have real-time information about job changes.

Design process

The process of working on this project is very interesting and quite challenging for me, given the predetermined description requirements. Therefore, in the process of design, I will reiterate the specific pain points that have been established and then proceed to the ideation process and usability testing.

• Discover

The PCS company is currently facing difficulties with a manual process, making it challenging for technicians to serve clients (merchants) for maintenance needs and efficiently manage issues, resulting in frequent breaches of SLAs (Service Level Agreements).

• Explore

In this exploration phase, company P CS can enhance operational efficiency by reducing SLA violations while simultaneously improving customer satisfaction. This can be achieved by considering the most suitable solutions for the company's specific issues.

• Analyze

  In this analysis phase, measurement is conducted to assess how relevant the proposed solutions are in addressing the existing issues within the company. We utilize usability testing to gauge the success of the solution product that has been created, allowing for further analysis and improvements in the subsequent stages.

Thank You

if you want to discuss and collaboration please mail me.!

Email : argapratama44@gmail.com