MICHELLE CHENG
Design Research + Strategy
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Mendo: Enhancing Equipment Corrective Maintenance

A digital tool that enhances and streamlines the gas station Equipment Corrective Maintenance process to help dealers, contractors, territory managers, and headquarters maximize equipment uptime by providing fast identification of failure and transparent repair process. In doing so, it will deliver optimal customer experience and eliminate lost sales.

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Team

  • Product Manager, Researcher (Me), business consultants, engineer, client embeds

Role

  • Ethnographic research, insights, customer journey maps, service blueprint

DESIGN QUESTION:

How might we improve gas station maintenance escalation in an already existing system?

RESEARCH:

The biggest challenge was to first tried understand the already existing service journey to find where pain points would arise.

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INSIGHTS:

  1. Lack of transparency across stakeholders

  2. Inefficient and manual work processes

  3. Inability to systematically collect data

Goals

  1. Digitizing manual offline processes

  2. Increasing transparency and visibility for all stakeholders

  3. Automated reporting, escalation, and matching of stakeholders

  4. Contractual analytics and improved asset tracking and categorization.

 

SOLUTION:

SCENARIO:

REFLECTION: