UX research and redesign for the reliability and maintenance system a large manufacturer in Thailand uses to plan maintenance and run work requests. We mapped how its maintenance teams work, designed and tested a new flow against the current one with six end users, and delivered 26 ranked findings, a design system and a guideline for its developers.
2 min read
6
end users in six maintenance roles
A/B
test: the current system against our prototype
26
findings, ranked by user value and simplicity
The client is a large manufacturer in Thailand. Its maintenance teams use a reliability and maintenance system (RMS) to plan preventive maintenance, inspect equipment and raise work requests and work orders across its plants.
The client's need
The existing system was hard to use and did not follow how maintenance teams actually work. Forms were long, equipment was hard to find, and it was not always clear what to do next.
The client wanted to know what to fix first, with evidence from the people who use the system every day, and a design its own developers could build.
How we fitted it
We mapped the current user flow from interviews and surveys, agreed the goals for the new one, and confirmed it with medium-fidelity wireframes before moving to a high-fidelity design that works as a prototype for development. On-site sessions kept the maintenance teams involved.
To test the redesign, six end users in six roles, from planning and inspection supervisors to technicians, created work requests in the current system and in our prototype. We interviewed and observed them as they worked, then ranked every finding by its value to users and how simple it is to fix, so the client could start with the changes that matter most and cost least.
Some of what we found: most users wanted to see a piece of equipment’s earlier work requests before raising a new one; finding equipment was hard because it was unclear where to start the search; and some messages were easy to miss, so users were not sure whether a request had been sent.
What we built
Outcome
Maintenance teams
A flow built around their work
The new design answers what they asked for, from equipment history to clearer forms.
The client
What to fix first
26 findings ranked by user value and simplicity, with a recommendation for each.
Its developers
A design they can build
A design system and a PrimeNG guideline with a working demo project.
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