TEAM PROJECT – 2024
TEAM PROJECT – 2024
Designing a communication and reporting system that improves daily workflows for campus cleaning staff
Designing a communication and reporting system that improves daily workflows for campus cleaning staff
TIMELINE
TIMELINE
4 Weeks
4 Weeks
KEY SKILLS
KEY SKILLS
UX Research, Systems Thinking, Service Design, Interaction Design, Prototyping
UX Research, Systems Thinking, Service Design, Interaction Design, Prototyping
MENTOR
MENTOR
Shivani Sheshadri
Shivani Sheshadri
TOOLS
TOOLS
Figma
Photoshop
Procreate
Figma
Photoshop
Procreate
OVERVIEW
OVERVIEW
Cleaning staff at MAHE face recurring issues like supply shortages, unclear grievance redressal and unpredictable schedules. Most communication happens verbally, which often leads to delays or complete invisibility of their problems. This project focused on building a system that would formalize reporting, support day-to-day operations and make their concerns visible to management - without adding more complexity to their workflow.
Cleaning staff at MAHE face recurring issues like supply shortages, unclear grievance redressal and unpredictable schedules. Most communication happens verbally, which often leads to delays or complete invisibility of their problems. This project focused on building a system that would formalize reporting, support day-to-day operations and make their concerns visible to management - without adding more complexity to their workflow.
Enable quick reporting of issues, stock requests and leaves
Enable quick reporting of issues, stock requests and leaves
Bridge the gap between cleaning staff and admin without verbal reliance
Bridge the gap between cleaning staff and admin without verbal reliance
Improve accountability by documenting workflows and issues
Improve accountability by documenting workflows and issues
Support day-to-day routines with tools that feel intuitive
Support day-to-day routines with tools that feel intuitive
PROBLEM
PROBLEM
There’s no structured system for cleaning staff to raise concerns, track issues or request supplies. Most problems are shared verbally, which leads to confusion, repetition and silence at scale.
There’s no structured system for cleaning staff to raise concerns, track issues or request supplies. Most problems are shared verbally, which leads to confusion, repetition and silence at scale.
In every conversation with staff, the same issue came up — they were speaking, but the system wasn’t listening.
In every conversation with staff, the same issue came up — they were speaking, but the system wasn’t listening.
RESEARCH INSIGHTS
RESEARCH INSIGHTS
To understand the challenges faced by housekeeping staff at MAHE, we conducted 22 in-depth interviews with cleaners, supervisors and campus management. Our goal was to learn how communication flows (or doesn’t), how grievances are handled, and how equipment shortages and shift coordination are managed on a daily basis
To understand the challenges faced by housekeeping staff at MAHE, we conducted 22 in-depth interviews with cleaners, supervisors and campus management. Our goal was to learn how communication flows (or doesn’t), how grievances are handled, and how equipment shortages and shift coordination are managed on a daily basis
We crafted open-ended, grounded questions to understand the daily routines, pain points and invisible barriers faced by cleaners, supervisors and management - without leading them toward any solution.
We crafted open-ended, grounded questions to understand the daily routines, pain points and invisible barriers faced by cleaners, supervisors and management - without leading them toward any solution.
The empathy map helped us synthesize what housekeeping staff say, do, feel and see — revealing emotional strain, operational gaps and the need for better visibility and support.
The empathy map helped us synthesize what housekeeping staff say, do, feel and see — revealing emotional strain, operational gaps and the need for better visibility and support.
This storyworld captured the sights, sounds and routines that shape the daily experience of the cleaning staff - grounding our solutions in their physical, social and sensory context.
This storyworld captured the sights, sounds and routines that shape the daily experience of the cleaning staff - grounding our solutions in their physical, social and sensory context.
The abstraction ladder helped us break down the core pain point -“I find it hard to communicate my problems” - and reframe it into actionable themes around voice, process and emotional safety.
The abstraction ladder helped us break down the core pain point -“I find it hard to communicate my problems” - and reframe it into actionable themes around voice, process and emotional safety.
We used the 6W framework to map the depth of the problem - identifying who is impacted, why it matters, when it occurs, and what makes it persist within the MAHE housekeeping system
We used the 6W framework to map the depth of the problem - identifying who is impacted, why it matters, when it occurs, and what makes it persist within the MAHE housekeeping system
What kinds of issues do cleaners typically face during their shifts?
Why wasn’t a complaint book or suggestion box enough?
How do communication breakdowns happen in this system?
Why does this problem matter in the long term?
What were cleaners comfortable using in terms of technology?
What kinds of issues do cleaners typically face during their shifts?
Why wasn’t a complaint book or suggestion box enough?
How do communication breakdowns happen in this system?
Why does this problem matter in the long term?
What were cleaners comfortable using in terms of technology?
What kinds of issues do cleaners typically face during their shifts?
Why wasn’t a complaint book or suggestion box enough?
How do communication breakdowns happen in this system?
Why does this problem matter in the long term?
What were cleaners comfortable using in terms of technology?
THE PEOPLE BEHIND THE PROBLEM
THE PEOPLE BEHIND THE PROBLEM
We created two personas based on interviews with male and female staff to understand how routine, behavior and communication differ by role and gender.
We created two personas based on interviews with male and female staff to understand how routine, behavior and communication differ by role and gender.
These two personas reflect differences in communication styles and support systems among male and female staff. While one prefers peer-driven problem-solving, the other leans toward quiet consistency and task completion.
These two personas reflect differences in communication styles and support systems among male and female staff. While one prefers peer-driven problem-solving, the other leans toward quiet consistency and task completion.
These two personas reflect differences in communication styles and support systems among male and female staff. While one prefers peer-driven problem-solving, the other leans toward quiet consistency and task completion.
The journey maps reveal common breakdowns in how issues are shared and followed up. Verbal complaints are often delayed, forgotten or unresolved, leaving staff unsure if their concerns are heard.
The journey maps reveal common breakdowns in how issues are shared and followed up. Verbal complaints are often delayed, forgotten or unresolved, leaving staff unsure if their concerns are heard.
We used image-based probes to let staff express when, where and how they feel most comfortable sharing grievances. This method helped surface unspoken preferences and gave us a non-verbal view into their comfort zones and communication behaviors.
We used image-based probes to let staff express when, where and how they feel most comfortable sharing grievances. This method helped surface unspoken preferences and gave us a non-verbal view into their comfort zones and communication behaviors.
The results showed that most staff preferred casual, peer-to-peer methods like calling or telling a friend, and gravitated toward informal physical spaces like the canteen. Formal methods like written complaints or storage-area discussions ranked the lowest in comfort. This highlights the need for a more personal, low-pressure system.
The results showed that most staff preferred casual, peer-to-peer methods like calling or telling a friend, and gravitated toward informal physical spaces like the canteen. Formal methods like written complaints or storage-area discussions ranked the lowest in comfort. This highlights the need for a more personal, low-pressure system.
FEATURE STRATEGY
FEATURE STRATEGY
The platform is built around 4 core functions that simplify day-to-day cleaning operations and make staff communication clear, traceable and stress-free.
The platform is built around 4 core functions that simplify day-to-day cleaning operations and make staff communication clear, traceable and stress-free.
Overview
Central dashboard to track team activity, receive updates, and view task progress at a glance.
Overview
Central dashboard to track team activity, receive updates, and view task progress at a glance.
Complaints
Log and view grievances in a structured, trackable way - no more lost verbal feedback.
Complaints
Log and view grievances in a structured, trackable way - no more lost verbal feedback.
Employee
Manage cleaner profiles, attendance and shift records while giving staff access to their own logs.
Employee
Manage cleaner profiles, attendance and shift records while giving staff access to their own logs.
Restock
Request, approve or track equipment and supply needs to avoid shortages during shifts.
Restock
Request, approve or track equipment and supply needs to avoid shortages during shifts.
PRODUCT BASED SOLUTION
Empowering Staff with a Walkie-Talkie Interface
Empowering Staff with a Walkie-Talkie Interface
We explored three button styles — English text, emojis and Kannada — to ensure the interface is inclusive, quick to understand and accessible for all staff. The goal was to reduce hesitation, allow fast reporting and remove dependency on written language.
We explored three button styles — English text, emojis and Kannada — to ensure the interface is inclusive, quick to understand and accessible for all staff. The goal was to reduce hesitation, allow fast reporting and remove dependency on written language.
DESKTOP SCREENS + DESIGN DECISIONS
I designed key concept screens for each feature to reflect the real workflows, reporting patterns and communication needs of MAHE’s housekeeping staff. Each interface supports clarity, visibility and minimal effort in high-paced environments.
I designed key concept screens for each feature to reflect the real workflows, reporting patterns and communication needs of MAHE’s housekeeping staff. Each interface supports clarity, visibility and minimal effort in high-paced environments.
Overview Screen
Overview Screen
This screen acts as the control center for supervisors. It brings together attendance tracking, live updates on complaints, leave approvals, and restock requests.
The layout is designed for clarity and speed — enabling supervisors to make quick decisions, prioritize urgent needs, and stay informed without switching systems. By placing everything in one view, we reduce dependency on verbal updates and ensure better accountability across shifts.
Employee Screen
This screen lets supervisors access individual staff details at a glance — including zone assignment, attendance logs, and shift status.
The map view shows where each staff member is currently deployed, helping avoid overlap and confusion. It also improves onboarding and coordination for floating staff or replacement workers by giving them a clear understanding of who is where.
Complaints Screen
Complaints are displayed in a clear three-column structure: unresolved, awaiting response, and resolved. This creates transparency and progress tracking for every issue raised.
Supervisors can sort by type, urgency, or submission time. The design ensures informal verbal complaints now have a digital trail — helping staff feel heard and allowing management to measure response times more reliably.
Restock Screen
The restock screen provides a zone-wise breakdown of supply needs. Supervisors can check inventory levels and pending requests for each area, reducing delays caused by miscommunication.
The map layout helps visualize where shortages are emerging, and requests can be logged or approved with just a few taps. This system makes inventory management proactive instead of reactive.
Employee Screen
This screen lets supervisors access individual staff details at a glance - including zone assignment, attendance logs, and shift status. The map view shows where each staff member is currently deployed, helping avoid overlap and confusion.
It also improves onboarding and coordination for floating staff or replacement workers by giving them a clear understanding of who is where.
Complaints Screen
Complaints are displayed in a clear three-column structure: unresolved, awaiting response, and resolved. This creates transparency and progress tracking for every issue raised.
Supervisors can sort by type, urgency, or submission time. The design ensures informal verbal complaints now have a digital trail - helping staff feel heard and allowing management to measure response times more reliably.
Restock Screen
The restock screen provides a zone-wise breakdown of supply needs. Supervisors can check inventory levels and pending requests for each area, reducing delays caused by miscommunication.
The map layout helps visualize where shortages are emerging, and requests can be logged or approved with just a few taps. This system makes inventory management proactive instead of reactive.
Design Philosophy
Design Philosophy
Design Philosophy
REFLECTION
What I learned through building this, and how it shaped my perspective as a designer
What I learned through building this, and how it shaped my perspective as a designer
Could not understand my Handwritting ?
Could not understand my Handwritting ?
Could not understand my Handwritting ?
