ServeDeck Full-fledged Redesign
(Web SaaS & Mobile App)
ServeDeck™ is a smart subscription cloud-based solution designed to significantly improve the organizational efficiency of facility operations and management. This product is available as web-based software as a service (SaaS) and also as a mobile app.
Back in 2021, I was hired by the CTO of ServeDeck to improve the overall UI/UX of ServeDeck. Since it was an engineer-designed SaaS/mobile app and had a very technical, less friendly facade — I was intrigued to accept the challenge. And not to mention, I'm the sole designer working on this product.
This product was the first of its kind in Malaysia. The bosses' mission for this app is to make full use of IoT and AI technologies and implement them to improve facility and asset management.
So, I revamped the UX/UI of ServeDeck — Now, it's radically better.
Roles
In this one-man-team, I assumed the following roles:
Interaction (IxD) Designer
Design System Designer
User Experience (UX) Designer
User Interface (UI) Designer
Tools
Over these 2 years, I've been using:
Figma
FigJam
Adobe Illustrator
Diagrams.net
JIRA
Deliverables
Interaction Design:
High-fidelity interactive prototype for key modules and tasks on the web app and mobile app.
UX/UI Design:
Competitive analysis
User surveys and one-on-one interviews
User personas
Task flows
Journey maps
Site maps
Low-fidelity wireframes and prototype
High-fidelity prototype
Usability tests and findings
Main Modules of this Product That I've Redesigned
Work Orders (asset/facility maintenance, breakdowns, audit, etc.)
Work Requests (when asset/facility users are requesting something from the asset/facility management)
Manpower Management (attendance, shifts, overtime & door access)
Asset/Inventory Management
Real-time Dashboard
Reports
Problem Statement
The original UI wasn't user-friendly. The UX for the original app was made just to function technically.
Design Research
Competitive Analysis – Since we're the first of its kind here and our target markets are using well-known global CMMS (computerized maintenance management system) like UpKeep & Limble, I tried them out to better understand the UX of CMMS platforms, and the flows of managing assets and facility.
End User Surveys – This helped me identify the right pain points to be focussed on in my redesign, and their motivating factors to complete the task.
One-on-One Interviews – Supported me with qualitative and emotional insight into key points of users’ journeys.
One of the user surveys we held back in 2022.
Challenges
PropTech & CMMS Were Alien to Me – So, during early 2021, I spent two whole months understanding this industry, made a connection with a facility manager on Twitter, and visited shopping malls & hotel managers, and cleaners to know who are my end users.
Deep User Empathy Needed – Our end users are diverse. Be it in digital literacy level or connectivity-wise. It could be a shopping mall owner looking at the business dashboard and also a technical skills worker working at an isolated no connection site.
Counterintuitive – During the redesigning phases, a major client wants to contradict a major design requirement. As cluttered as the UI was, our users actually wanted more data to be crammed into the page. After all, more data points, even if not needed immediately, might help users troubleshoot issues.
Complex Dependency Modules – Working on CMMS is more than just IoT and electronic records. There are dependent finance, public frontline, and worker management modules that needed to be worked on.
Redesign Highlights
Home screen functionality improvement on the web app.
Home screen added on the mobile app for branding continuity.
Some of the shared component I made for the ServeDeck design system.
Final Thoughts
This project taught me so much about the PropTech industry. I want to thank my bosses, my teammates and so many more for humbling me and teaching me so much. We were able to deliver responsive delivery and won the merit award from our hardworks.