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Work 4.0

Planon — An application for remote maintenance requests

Designing a tool for the occupants of buildings under maintenance contracts in the SamFM Pulse CMMS to report incidents and request Smart Request services.

Our work

User interviews
Field research
User journeys
Personas
Co-design workshops

Backrground

The main challenge of this project was that the tool needed to be aimed not at facility management professionals, but rather at a non- expert audience.

The features are therefore simplified as much as possible, and access is made easier to avoid any friction when consulting the tool. Further, the application integrates two user journeys, with or without authentication to allow even occasional users of the application to report incidents.

Objectives

Planon wanted to offer its clients - including Air France, CCI Île-de-France and Sodexo - a pleasant and user-friendly tool to ease the reporting of incidents and the follow-up of their resolution.  

The application needed to make it possible to track the progress of the requests in the back office software and to organise a technician intervention, thus allowing supervisors to optimise the management of their resources.

Designed as a white label tool, it would need to be adaptable to the identity of Planon's customers.

Methods

The main challenge of this project was that the tool needed to be aimed not at facility management professionals, but rather at a non-expert audience. 

The features are therefore simplified as much as possible, and access is made easier to avoid any friction when consulting the tool. Further, the application integrates two user journeys, with or without authentication to allow even occasional users of the application to report incidents.  

Outcomes

In its final version, the application's interface anticipates users’ expectations by displaying shortcuts to "quick requests" which cover the most common needs and thus simplify the creation of a new request. 

The application also makes it possible to pool existing requests and to assess the quality of the ongoing service by displaying the date of the first issue, reminders, and the progress of the resolution. 

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