Simplifying Maintenance Requests Through Transparency and Real-Time Tracking

Role: UI/UX Designer
Platform: Mobile App (iOS & Android)
Duration: Concept Project
Tools: Figma

Overview

ClearFix is a mobile application designed for corporate tenants within commercial buildings to report, track, and manage maintenance requests efficiently.

The existing maintenance process relied heavily on emails, phone calls, and messaging platforms, making it difficult for tenants to report issues and receive updates. This often resulted in delayed responses, fragmented communication, and a lack of transparency throughout the resolution process.

ClearFix aims to create a centralized communication channel that allows tenants to quickly raise requests, monitor progress in real time, and stay informed throughout the maintenance lifecycle.

The Problem

Corporate tenants face several challenges when reporting maintenance issues:

• Requests are submitted through multiple channels, causing confusion and inconsistency.

• Essential information is often missing, resulting in delays and repeated follow-ups.

• Users have little visibility into the status of their requests.

• Communication between tenants and property managers is fragmented.

• There is no clear ownership or accountability for ongoing requests.

• Existing systems provide a poor mobile experience.

These inefficiencies create frustration for tenants while increasing operational overhead for property management teams.

Research & Discovery

To better understand the current process, I analyzed the maintenance request journey from both tenant and property manager perspectives.

Key Findings

Fragmented Reporting

Users relied on emails, phone calls, and messaging apps to report issues.

Lack of Transparency

After submitting a request, users rarely knew its status or expected resolution timeline.

Repetitive Follow-ups

Tenants frequently contacted property managers for updates.

Poor Request Tracking

Users had no centralized location to monitor active and completed requests.

Communication Gaps

Conversations occurred across multiple channels, leading to lost context and delayed resolutions.

Design Goals

Based on research findings, the following goals were established:

• Simplify maintenance reporting.

• Provide complete visibility into request progress.

• Reduce manual follow-ups.

• Centralize communication.

• Improve accountability and ownership.

• Create a mobile-first experience.

  
  

Solution

ClearFix introduces a structured maintenance management system that enables users to:

• Submit requests in a few simple steps.

• Upload photos and supporting information.

• Receive instant confirmation and ticket creation.

• Track request progress in real time.

• View assigned technicians and activity timelines.

• Receive notifications for every important update.

  
  

User Flow

1. Create Account

2. Login

3. Raise Request

4. Submit Request

5. Track Progress

6. Receive Updates

7. Request Completion

The flow was intentionally designed to reduce friction while increasing visibility at every stage.

Key Feature 1: Smart Onboarding

Challenge

Lengthy registration forms often discourage users from completing onboarding.

Solution

An optional ID Upload feature was introduced during account creation.

Users can upload a government or company-issued ID, allowing the system to automatically extract and prefill relevant information such as:

• Full Name

• Company Details

• Office Number

• Contact Information

Users can review and edit extracted information before completing registration.

Impact

• Faster onboarding

• Reduced manual effort

• Improved data accuracy

• Better request routing

  
  

Key Feature 2: Centralized Dashboard

The Home screen acts as the command center for tenants.

Features

• Personalized greeting

• Active request overview

• Current request status

• Quick-access maintenance categories

• Easy request creation

Impact

Users gain immediate visibility into ongoing maintenance activities without needing to search through emails or messages.

Key Feature 3: Simplified Request Submission

Challenge

Incomplete maintenance requests often delay issue resolution.

Solution

A structured request form was designed to collect:

• Service category

• Description of issue

• Location details

• Photos and videos

This ensures property managers receive sufficient information from the beginning.

Impact

• Improved request quality

• Faster assignment

• Reduced clarification calls

  
  

Key Feature 4: Real-Time Request Tracking

Challenge

Users lacked visibility after submitting requests.

Solution

A dedicated tracking experience was introduced featuring:

• Ticket ID

• Assigned technician

• Status updates

• Visual progress timeline

• Uploaded evidence

Users can monitor every stage of the maintenance process.

Impact

• Increased transparency

• Reduced uncertainty

• Greater trust in the system

  
  

Key Feature 5: Request Management

The My Requests page provides a centralized overview of all maintenance requests.

Features

• Search functionality

• Status filters

• Active requests

• Completed requests

• Quick request creation

Impact

Users can easily revisit previous requests and monitor ongoing work.

Key Feature 6: Real-Time Notifications

ClearFix keeps users informed through timely notifications.

Examples include:

• Technician assigned

• Request accepted

• Work started

• Request completed

Impact

Users no longer need to manually follow up for updates.

Visual Design

The visual language was designed around three principles:

Clarity

Clean layouts and minimal distractions help users focus on critical information.

Transparency

Status indicators, timelines, and notifications communicate progress clearly.

Accessibility

Large touch targets, clear typography, and intuitive navigation improve usability for all users.

The interface uses a soft neutral palette with vibrant purple accents to create a modern and professional experience suitable for corporate environments.

Prototyping

Interactive prototypes were created to simulate the complete maintenance workflow, allowing key interactions and navigation patterns to be tested before finalizing the design.

This helped validate the request submission flow, tracking experience, and overall usability.

Final Outcome

ClearFix transforms a fragmented maintenance reporting process into a transparent and streamlined experience.

By centralizing communication, improving request visibility, and simplifying issue reporting, the solution helps tenants stay informed while enabling property managers to manage requests more efficiently.

Expected Benefits

• Faster issue reporting

• Reduced follow-up requests

• Improved communication

• Better accountability

• Enhanced user satisfaction

• Increased operational efficiency

  
  

Reflection

This project reinforced the importance of designing for transparency rather than simply task completion.

While reporting an issue is important, users ultimately want confidence that their request is being handled. By focusing on visibility, status tracking, and communication, ClearFix creates a more trustworthy maintenance experience for both tenants and property managers.