Background

Your company builds systems to control and monitor refrigeration units for supermarkets.

You’re planning to create an interface so that store employees can monitor their systems’ performance from a webapp. And since you’re targeting business with the big supermarket chains, you’re even going to build a multilevel interface so that corporate higher-ups can monitor the performance of several stores at once.

Personas

Personas1

General Manager: Matt 

  • Wants to do a good job for the company
  • Feels that it’s his job to stay on top of everything
  • Wants to be VP of Operations one day
  • Career will take a hit if a store loses some expensive products or if it sells some spoiled products.

 

Personas2

Store Manager: Sue

  • Wants to do a good job for the company
  • Has been given responsibility over a store and is excited to show that she’s capable
  • Wants to be General Manager one day
  • Career will take a hit if her store loses some expensive products or if it sells some spoiled products.

Use Case

Matt is having a slow work day, he’s monitoring the app, and he sees an issue pop up at one of his stores. It’s potentially a big problem, and while he respects Sue and her work ethic, he’s concerned that she might busy handling other things. He immediately jumps into action and calls Sue:

Personas3

Both Matt and Sue are trying to do the right thing, but now both of them are unhappy. They haven’t accomplished anything yet besides upsetting the other person, and your interface is to blame.

What could you have done differently?

Interface  Idea

When system issues are registered by the system, add a function to the store-level app which allows the user to “acknowledge” the issue (and maybe even a comment field which can be used to communicate status & updates).

  • It lets the corporate folks keep on top of things and still gives them the option to jump into action if they see an issue taking too long to be acknowledged.

  • It gives the local people a little space to accomplish their tasks.