Designing a single platform for an industry with no single way of working.
The Context
InfinityCore is the operational backbone of smart buildings - managing everything from service desk tickets to predictive maintenance and asset lifecycles. It is used by facility managers, technicians on the floor, and executive stakeholders to keep massive infrastructures running smoothly.
The Problem
Facility managers were juggling 5 different tools to track assets, maintenance, and helpdesk tickets. Technicians were relying on WhatsApp and paper trails. There was no single source of truth, leading to delayed maintenance and massive operational overhead. We needed to unify these workflows into a scalable IoT-enabled platform.
My Approach
Discovery
I spent the first 4 weeks shadowing facility managers and conducting interviews with on-ground technicians to understand their daily chaos.
Key Insights
The biggest insight was that 'dashboards' weren't enough. Technicians needed mobile-first task execution, while managers needed high-level predictive analytics.
Principles Set
1. Clarity over density. 2. Mobile-first execution. 3. System-agnostic integrations.
The Design Journey
We started with massive ecosystem mapping. Wireframes focused purely on the routing of a 'ticket' from creation to resolution. Prototyping went through 4 major iterations, testing directly with technicians to ensure hit-areas were large enough for gloved hands.
Key Design Decisions
- 1.
We tried a traditional list-view for tickets. Users found it overwhelming. So we changed to a kanban-style priority board based on SLA urgency.
- 2.
We implemented a 'Quick Action' floating button on mobile that reduced the steps to log an issue from 7 taps to 2 taps.
The Outcome
40% faster issue resolution. 30% cost reduction. 100% audit compliance. InfinityCore successfully unified the fragmented workflows into a single coherent system.
What I Would Do Differently
If I were to do this again, I would have integrated the IoT sensor mapping earlier in the design phase. We had to retrofit some of the predictive maintenance UI late in the cycle.