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Dash is a product concept for facilities management promoting faster collaboration, efficient management of work-orders and continued communication between facilities manager, ground technician and building occupants.
Duration: 12 weeks (Summer Internship)
🤔 Making sense of the brief
I was handed a brief which read something like this…
In order to make sense and set up a research plan, I further dissected the brief to find opportunity and possible avenues to reach out to…
👐 Getting hands dirty
Not quite literally but the first 3 weeks were just about having the right conversations with the right stakeholders in the space of facilities management. Enter Smart Building Lab, responsible for managing 112 smart buildings on Microsoft’s campus, this lab has sophisticated systems collecting data from various sensors inside the buildings always keeping a track of preventative maintenance of building systems.
After talking to more than a dozen active professionals in the field, I condensed my learning as follows:
👀 Finding the juiciest problems
Space of facilities management looks ripe with problems, however, it is a broad space and little wicked too. I wanted to arrive at a problem space that was reasonably scoped but had the most impact on the process of facilities management. So, how does facilities management look like?
Initially, I instinctively felt a lot of cool things can be done for building occupants. However, more I got to know this space, it felt like a lot could be done for Technicians to improve their daily workflow.
Let’s take a look at how technicians typically spend their workday…
Key opportunities measured from the journey map are:
- Technicians are spending only 25% of their time doing actual work
- There is a pattern to how technicians organize their work orders
- Contextual information through the appropriate medium will be key. e.g Indoor navigation will be super helpful, however, technicians can’t check their smartphones as they are carrying heavy pieces of equipment.
- There is a deep need for realtime communication among technicians especially around complicated tasks which need specific knowledge/skills
🎺 Enter DASH
A. Raising a work-order
1. Receiving work-orders
2. DASH Mode
3. Navigating to job locations
4. Locating fault
5. Troubleshooting fault
6. Work-order logging
B. Realtime updates on work-orders
C. Pushing emergent work-orders
7. A manual reprioritization of work-orders
Dash is originally much more entrenched in Microsoft’s product landscape but such has been stripped in this documentation because of contract. Hit me up if you want to know more 🙌