case study
assignment Picker
As part of an enterprise-scale facilities management platform, I led the UX design for a role-sensitive work order experience, focusing on simplifying task intake, dispatch logic, and technician workflow clarity across multiple user types (frontline staff, operations managers, and external vendors).
It’s designed to streamline how tenants, building engineers, and facility managers create, assign, track, and complete work orders for building issues — like HVAC, lighting, plumbing, cleaning, or inspections.
Assignment picker is one of the useful features that helps Facility Managers to quickly and efficiently find the correct assignment for a specific work task.
Problem Statement
In the existing technician picker dropdown, users often struggled to identify the correct person because many technicians had similar or identical names. This led to frequent re-selection, delays, and frustration in workflows that relied on accurate technician assignment.
The original tree-view structure introduced both usability friction and performance issues. As part of this redesign, I also collaborated closely with engineering to simplify the component structure and improve rendering efficiency at scale.
The goal is to surface key identifiers—such as ID, phone number, and email—to make selection more intuitive, while also redesigning the component as a scalable, reusable pattern that supports consistency and future expansion across the platform.
Pain Points GATHERING
Through user feedback and platform analysis, several usability issues were identified in the current Assignment Picker experience, particularly for external account users if the structure is defined by internal users:
Terminology Misalignment
The technician picker was originally designed for internal users, using terms and structures that confused external users. The tree view categories and labels lacked relevance and clarity.
Unnecessary Account Info for Most Users
Since most users support only one account, displaying account names added noise without value.
Insufficient Context in Dropdown Items
Users couldn’t reliably identify the right technician due to missing key details like ID, phone number, and email. They often searched by ID, which wasn’t supported in the current design.
Ambiguous Metadata
Numbers shown in parentheses next to technician names were unclear—users assumed they were phone numbers, internal IDs, or something else entirely.
Recommendations
Users often overlook the recommendations before searching or browsing an assignment from the list.
Poor Differentiation of Results
Preferred vs. No Preference technicians weren’t visually distinguished. Parent categories were visually inconsistent and hard to interpret. Showing the whole category path of technicians adds clutter without improving clarity.
Design Metric
Efficiency and accuracy directly translate to time and reusable component translate to cost savings, which all lead to one word, MONEY. To improve both, we must streamline the user experience and reduce friction in key workflows. By optimizing these areas below, we not only enhance usability but also drive measurable business impact.
Eliminating visual clutter to help users focus on the most critical tasks. Improving information hierarchy so users can quickly find what they need.
Removing unnecessary steps to shorten task completion time and reduce errors.
Reusable layout and interaction pattern supporting both single and multiple selection—that can be leveraged across other applications within the platform
layout and flow enhancement
I updated the layout of the detail page so that users now see the recommended assignment and required qualifications immediately upon landing—without needing to click a button. This change eliminates unnecessary interaction and streamlines the user experience.
Information enhancement
List of information we have to display on each item
Current Information List
Type
Name
Email
Phone number
Location
Address
Account
Preferred or not
Qualified or not + Unqualified reason
Technician availability (after selected)
Needed to Add
ID
Resource from
Work groups
Needed to Remove
Account
Final Information List
Type
Name
ID
Resource from
Work groups
Email
Phone number
Location
Address
Preferred or not
Qualified or not + Unqualified reason
Technician availability
Design COnCept
Breadcrumb Path
Replaces the previous tree view and the dropdown for a more streamlined and user-friendly experience.
Reusable Card Design
Each provider is now represented by a card that clearly displays structured information and reusable area for potential information.
Top-Level Filters
Enable users to quickly narrow down and differentiate between providers.
Contextual Details
Cards include contact information, address, and ID and each paired with representative icons and explanatory tooltips.
Drill-Down Navigation
“View child list” and “View technicians” options allow users to explore subcategories.
Concept Testing
All six testers responded positively to the new design concept, highlighting improvements in clarity, usability, and overall user experience. Feedback emphasized that the updated layout felt more intuitive, the visual indicators were helpful, and the card-based structure made it easier to scan and compare provider information. Several testers also noted that the removal of the tree view reduced visual clutter and improved focus.
Due to an NDA, I am unable to share the complete concept or detailed visuals of the project. Please feel free to reach out for more details!