From Tracking To Managing
Background
A large electricity company operates 9 departments, each responsible for maintaining electrical facilities across the country. These departments carry out regular inspections and testing, and repair any deficiencies found - all to protect the safety of company employees and the public.
- My Role
- Product designer
- Project Manager
- Ruth Ben Haim
- Developer
- Yulia Markovski
The starting point - the brief
Maintenance units across 9 regional divisions were showing resource waste and declining performance scores.
The goal presented in the brief
Give leadership a trackable view of maintenance performance across all 9 regions.
Discovery
User Research - The Full Picture
I spoke with regional finance managers and 3 out of 9 Maintenance Managers. My focus was on understanding how maintenance units operate day-to-day -how deficiencies are surfaced from the field and how they get resolved.
Three core insights emerged
Reframing the Challenge
Design a product that provides Maintenance Managers with real-time visibility into their operations so they can make better decisions and use resources more efficiently.
Design
Solution
The solution needed to function as an operational work tool, not just an investigative dashboard.
One View Across All Work Centers
Research insight
Maintenance Managers had no way to see the status of all their Work Centers in one place - making it impossible to get a quick read on regional performance.
Implementation
I designed a control center view - one card per Work Center, each surfacing critical deficiency counts and progress toward annual inspection targets. At a glance, managers can assess the state of their entire region and know where attention is needed.
Progressive Clarity
Research insight
Deficiencies were reported through email pushes and Excel files. Managers described a fragmented process - information arrived in pieces, with no clear path from alert to action.
Implementation
I mapped the existing workflow to understand how managers moved from notification to decision. Then I designed the drill-down navigation to mirror that process - progressively exposing detail at each level, and ending with a deployable field document that tells teams exactly where to go and what to fix.
Shared Visibility from the Bottom Up
Research insight
Information didn't move freely across the organization - maintenance managers acted as a bottleneck, and the criteria they were measured on weren't visible to them.
Implementation
By giving access to multiple organizational levels, the product creates shared ownership and reduces bottlenecks.
Access across three levels:
- •Work Center Managers - see their center's status at any time, access polygon data, and make deployment decisions independently
- •Maintenance Managers - monitor performance and plan work across all 9 Work Centers
- •Senior Leadership - monitor performance scores without micromanagement
Recommended visit order with clear status indicators enables work center managers to make deployment decisions independently.
Regional performance scores give senior leadership operational visibility without micromanaging day-to-day decisions.
In Their Words
- •A Maintenance Manager noted that the design reflected a deep understanding of how their team actually works - and that the pain points they'd struggled to articulate had been translated into something visual and intuitive.
- •A second Maintenance Manager noted that for the first time, they could see the full picture of their region without chasing information across files and emails.
- •The regional Finance Manager noted that the solution addressed the root of the problem, not just the surface - and that the ability to serve multiple stakeholders within a single product was something she hadn't expected to be possible.
