Post on 10-Jul-2015
Great New Place 2Tracking
Maintenance Requests
Hey Bossman,
Can you have a look at Unit 113?
And it disappears into
someone’s e-mail …
Now, Who Wants What
O We need to figure out who wants what
O We need to figure out what to provide
O We need to figure out how they get to it
Someone identifies “what”
they are
To indicate their “role” in the
situation
These different perspectives
are called “personas”
They help us determine the
varying “interests” users
Resident Homeowner
Property ManagerBoard Member
Resident Homeowner
Property ManagerBoard Member
Or
“Tenant”
Or just
“Owner”
Resident Homeowner
Property ManagerBoard Member
Roger
The Resident
Naming our “personas” often
helps to keep them distinct
as we think through the
problem
Harriett
The Homeowner
Barbara
The Board
Member
Peter
The Property Manager
Resident Homeowner
Property ManagerBoard Member
Roger wants
his problem
fixed
He also wants to
know when
Be nice to know
when it’s done
Roger
Barbara
Harriett
Peter
Resident Homeowner
Property ManagerBoard Member
Harriett wants to
keep her resident
happy
Which means
knowing there’s a
problem
And a simple means
to track it
Roger
Barbara
Harriett
Peter
Resident Homeowner
Property ManagerBoard Member
Oh, don’t forget I
have multiple units
Roger
Barbara
Harriett
Peter
Resident Homeowner
Property ManagerBoard Member
Barbara wants to
ensure that things
are getting done
Which means looking
things over weekly
Maybe even setting
work priorities
Tracking how long
things have been
waiting
Roger
Barbara
Harriett
Peter
Resident Homeowner
Property ManagerBoard Member
Peter wants to get it
all done
He also wants an
easy way to track
things
So he can update
things on the move
And report progress
without repeating himself
Roger
Barbara
Harriett
Peter
Resident Homeowner
Property ManagerBoard Member
“I should be able to
submit a request”
“I should be able to
submit a request”“I should be able to
submit a request”
“I should be able to
submit a request”
Roger
Barbara
Harriett
Peter
Resident Homeowner
Property ManagerBoard Member
“I should be able to
track my request”
“I should be able to track
every request for the
complex”
“I should be able to track
requests for my units”
“I should be able to track
every request for the
complex”
Roger
Barbara
Harriett
Peter
Resident Homeowner
Property ManagerBoard Member
“I should be able to comment
on any request for the complex”
“I should be able to comment
on any request for the complex”
“I should be able to comment
on any request for my units”
Roger
Barbara
Harriett
Peter
Resident Homeowner
Property ManagerBoard Member
“I should be able to
update the status on any
request for the complex”
“I should be able to
update the status on any
request for the complex”
Roger
Barbara
Harriett
Peter
Resident Homeowner
Property ManagerBoard Member
“I should be able to view
the comments on any
request for the complex”
“I should be able to view
the comments on any
request for the complex”
Roger
Barbara
Harriett
Peter
Resident Homeowner
Property ManagerBoard Member
“I should be able to view
the history on any request
for the complex”
“I should be able to view
the history on any request
for the complex”
Roger
Barbara
Harriett
Peter
Resident Homeowner
Property ManagerBoard Member
“I should get
informed when it’s
done”
“I should get
informed when it’s
done”
“I should get
informed when it’s
done”
“I should get
informed when it’s
done”
Roger
Barbara
Harriett
Peter
Now, Some Questions
O if Harriett submits a request
O should we notify Roger?
O if Barbara submits a request
O should we notify both Harriett? Roger?
O if Barbara & Peter can see status
O should Harriett?
O if Barbara & Peter can see comments
O should Harriett?
Some More Questions
O since Barbara & Peter want to see history
O what sort of history do they want to see?
O if Barbara & Peter can see history
O should Harriett?
O as for the status of a request
O do we just need the basics?
O submitted, in-progress, done?
O do we need more than than?
O who gets notified when a request is “done”?
Resident Homeowner
Property ManagerBoard Member
Roger
Barbara
Harriett
Peter
Everyone will continue to use this
Resident Homeowner
Property ManagerBoard Member
Roger
Barbara
Harriett
Peter
Should Harriett have a link?
Resident Homeowner
Property ManagerBoard Member
Roger
Barbara
Harriett
Peter
We’ll certainly need one here?
Proposed Additions
O Continue to e-mail the request
O Also log the request in the system
O Allow everyone to submit tickets
O Tenants / Owners / Board / Managers
O Allow some to track tickets
O Board / Managers
O Allow updates to tickets as they’re worked
O Provide reports on tickets (past &
present)
Things That Will Be New
O Pages to report Maintenance Requests
O All / Active / Closed / or by Filter
O by Unit / by Project
O Page that shows details of each request
O Page that allows manual entry of a
request
O Page that allows updates to a request
O Enhanced database to store it all
O Automatic e-mail updates
Great New Place 2Tracking
Maintenance Requests