SERVICE DESIGN & SOLUTION MVP
Role:
Lead Designer
User research
Workshop Facilitation
Design
Background:
Problem Statement
Our client recognised that to stay competitive needed to evolve from a furniture manufacturer into a service partner who could support facilities management from initial installation to final decommissioning. That meant creating a digital tool that could manage inventory, streamline maintenance, and support space reconfiguration over time. To understand the services and solutions our client needed to create, we dove into the complex challenges of facilities managers and their employers.
Read more about the how we helped our client below.
Client:
Leading Office Furniture Manufacturer
CO-CREATING WITH OUR CLIENT
BUSINESS FRAMING
USER RESEARCH
By interviewing facilities managers, we mapped the key stakeholders in an FM’s ecosystem around. To stay aligned on business outcomes, we focused on the key internal stakeholders he is accountable to (highlighted in yellow) and the key people he engages with from our client (highlighted in pink). We captured information for Empathy Maps, but the biggest insights came from considering Jobs to be Done and the success metrics he is measured on. We scoped in on reducing the Mean Time to Repair to achieve maximum impact for FM’s required outcomes. If we solved that, we believed it would impact reducing total cost of ownership, increasing employee satisfaction, improving safety compliance, and optimising maintenance.
Together with Facilities Managers we mapped the furniture maintenance process from the report of an issue to closing the ticket and updating inventory. In each step we documented vendor touch points, actions, the systems used, key data, duration, and pain-points.
