Industry
Services
Client
Karcher
Timeline
2022 — 2023
Role
Senior product designer
PM Operational Intelligence
Transforming manual field-work into an automated, data-driven resource model.
A resource-modeling and field-operations platform for large-scale property management (500+ locations). The project aimed to bridge the gap between high-level financial budgeting and real-time site labor. I led the UX pivot from a failing linear checklist model to a spatial, map-based interface, directly enabling the firm to renegotiate undervalued service contracts.
Process
Field Research: Conducted on-site shadowing to map cognitive load in high-pressure physical environments.
In-house research: Conducted 3 on-line workshops and interview sessions leading to defined product vision and scope as well as value validation.
The Pivot: Validated a spatial map interface over linear checklists, increasing data reporting accuracy.
Technical Constraints: Defined "Offline-First" sync logic for signal-dead zones (basements/mechanical rooms).
ROI Mapping: Linked UX performance directly to contract renegotiation values for the C-suite.
Challenge
The Assumption: We initially planned to digitize the industry-standard Excel checklist. The Pivot: Field research proved the linear model failed in complex spatial environments, causing skipped rooms and data gaps.
Approach
Internal Conflict: Fought for an intelligent map-based system over a simple form. Logic: Manual entry adds zero business value; we shifted the complexity from the user to the software.
Solution
A map-based mobile interface with a "Recovery Flow" that intelligently queues missed tasks based on real-time spatial data.
Impact
Provided the data needed to renegotiate undervalued contracts by proving 20% labor time discrepancies through cross-referenced site data.
