In the existing scenario when a user encounters an issue in a corporate building they might choose not to provide feedback based on previous experience, accessibility, responsiveness of service personnel, mood and other such variables. The idea is to simplify the process of giving feedback and make it more user friendly.
Below is storyboard depicting existing scenario, or before state of the problem.
Provided below is a storyboard depicting target scenario we are trying to achieve, or after state of the problem. Based on the experience the user may choose three different options and all three paths/outcomes have been depicted below. This idea is built on beacon enabled push notification which is triggered based on proximity to the beacon.
I chose emoji instead of star ratings, as its easy to define a experience based on quality/feeling one gets. Star rating in products such as google map tries to quantify the experiences based on which user may or may not choose to go to a place, but our user are most likely return as its their workplace so keeping the experience as pleasant as possible is our goal.
The workflow was designed to be as simple and short as possible, keeping in mind not to make the process tedious.
I included an undo button in the initial screen of each of the paths to give user options to change their feedback if they change their mind. Also the location for which the feedback is being provided is displayed in the bottom of the screen, this can be automatically detected based on the Bluetooth beacons location.
The flow if the experience is a pleasant one. This can be used to help assess the service quality of different maintenance service in the building.
The flow shown below is when a user is satisfied but feels something can be improved.
The frustrated flow can lead us to critical issues as early as possible. The remedy for this is to either raise a ticket or call helpdesk directly from the app.
In order to assess the criticality of the issue and to avoid any duplicates, the ticket page first shows open tickets associated with the location. User can +1 the issue which can give us an estimate of the user affected by the issue.
The flow below shows the path which leads to a direct call with help-desk.
Shown below is the process at the end of which a tickets is raised to the team concerned based on the option chosen in the menu.
Thank you!