Problem Statement:

House managers and mechanics have a difficult time coordinating and working together to tackle facilities and mechanical repair requests in dormitories.

House managers receive an abundance of emails in their inbox--not all necessarily related to repair jobs.

User Groups:

  1. House Manager
    1. Age: generally older than 50 years old
    2. Education: educated in operations or dealing with managing systems
    3. Experience
      1.  Housing: 15+ years of housing experience
      2. Technology: Uses Windows computer and knows how to use the computer systems, but still am unsure how to deal with problems on the computer (e.g. what happens in response to a confirmation dialog)
    4. Usage: deals with assigning what requests are more important
  2. Mechanics 
    1. Age: Generally Older than 40
    2. Education: Unsure
    3. Experience:
      1. Housing: Been doing mechanic for a while
      2. Technology: Knows how to use computers. Uses it to check emails at least. 
    4. Usage: has to prioritize a list of tasks

Needs/Goals:

1. House Manager:

  • efficiently identify and prioritize tasks
  • monitor and update the status of requests
  • manage information about outside contractors (e.g. plumbers, electricians, etc)
  • keep track of what requests have been fixed in the past (keep track of the history)

2. Mechanics:

  • figure out how to locate the jobs that has been assigned to him/her
  • close requests when completed
  • notify updates to HM
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