Ten Group wanted to improve its bespoke job ticketing system, called Ten Maid, and release a brand new version, including a new user-friendly interface. They wanted to remove all features that aren’t used or needed, improve members’ experience, increase efficiency, prevent errors and bring Ten Maid up to date with the latest technology.
Ten Maid is not fit for purpose; it has been built in a language that is no longer supported by Microsoft, in a way that has led to instability and poor performance.
Lifestyle Managers: Ten Maid allowed Lifestyle Managers (LMS) to organise their jobs, their targets are created and close as many requests as possible.
Account Managers: Ten Maid allowed Account Managers to make data reports, and helps them make new business decisions.
Financial Team: Ten Maid allowed the Finance department to invoice clients and corporate schemes.
Ten Maid is part of a big ecosystem. It works with email templates, inventory tools and research engines. It also shares clients’ scheme and corporate information. Lifestyle managers use Ten Maid globally, in 20 countries. It’s translated into 11 different languages.
Ecosystem Journey:
Ten Maid Hardware considerations:
Needs:
• Improve the member experience.
• Ensure Lifestyle Managers are equipped with the best tools for the job
• Make Ten Maid a fundamental part of winning new business
Identify the problems:
• Ripetitive and slow user flow
• Member identification friction
• The search functionality is hard to use
• Sharing knowledge is not intuitive
• Exporting data is hard to use
I created a mind map to better visualise the research insights gathered so far – from interviews, shadowing and competitors research.
With the results, we have been able to pinpoint the areas of the website that, if improved, would make a huge difference in speed for LMs.
The first point to take into consideration is optimising user flows:
Adding speed to power users and making it easy to learn from new users.
Optimising frequent flows
Current site map – Lifestyle Managers flow highlighted
I built the current site-map for optimising the flow.
Lifestyle Managers new flow
Member identification pop up was the first component I focussed on.
The pop up appearing on the screen anytime a Lifestyle Manager receives a call from a member. We make sure that design decisions are streamlined to reflect user priorities and help them accomplish key tasks.
Increase efficiency:
Home Page
Create a new brief. (This is the most used page.) LMs use this page to create jobs on Ten Maid
We are prioritising the features in the roadmap because these are the fundamental tools that allow LMs to do their jobs well.
This tool will equip Lifestyle Managers to provide a trusted and efficient service and improve the member experience.
Ten Maid is a fundamental part of winning the concierge business.