The document discusses creating a maintenance request tracking system for an apartment complex. It identifies the key users that would need access - residents, homeowners, the board, and property managers. Their different needs are explored through personas like Roger the resident and Harriett the homeowner. The system should allow all users to submit requests and receive updates, while the board and managers can track and view full histories. It will provide improved communication over email alone by logging all requests in a central online system with status updates and reporting features.

1. Great New Place 2
Tracking
Maintenance Requests

4. Hey Bossman,
Can you have a look at Unit 113?

5. And it disappears into
someone’s e-mail …

6. Now, Who Wants What
O We need to figure out who wants what
O We need to figure out what to provide
O We need to figure out how they get to it

7. Someone identifies “what”
they are
To indicate their “role” in the
situation
These different perspectives
are called “personas”
They help us determine the
varying “interests” users

8. Resident Homeowner
Board Member Property Manager

9. Resident Homeowner
Or Or just
“Tenant” “Owner”
Board Member Property Manager

10. Resident Homeowner
Roger Harriett
The Resident The Homeowner
Naming our “personas” often
helps to keep them distinct
as we think through the
problem
Barbara
Peter
The Board
The Property Manager
Member
Board Member Property Manager

11. Roger Harriett
Resident Homeowner
Roger wants
his problem
fixed
He also wants to
know when
Be nice to know
when it’s done
Board Member Property Manager
Barbara Peter

12. Roger Harriett
Resident Homeowner
Harriett wants to
keep her resident
happy
Which means
knowing there’s a
problem
And a simple means
to track it
Board Member Property Manager
Barbara Peter

13. Roger Harriett
Resident Homeowner
Oh, don’t forget I
have multiple units
Board Member Property Manager
Barbara Peter

14. Roger Harriett
Resident Homeowner
Barbara wants to
ensure that things
are getting done
Which means looking
things over weekly
Tracking how long
things have been
waiting
Maybe even setting
work priorities
Board Member Property Manager
Barbara Peter

15. Roger Harriett
Resident Homeowner
Peter wants to get it
all done
He also wants an
easy way to track
things
So he can update
things on the move
And report progress
without repeating himself
Board Member Property Manager
Barbara Peter

16. Roger Harriett
Resident Homeowner
“I should be able to “I should be able to
submit a request” submit a request”
“I should be able to “I should be able to
submit a request” submit a request”
Board Member Property Manager
Barbara Peter

17. Roger Harriett
Resident Homeowner
“I should be able to “I should be able to track
track my request” requests for my units”
“I should be able to track “I should be able to track
every request for the every request for the
complex” complex”
Board Member Property Manager
Barbara Peter

18. Roger Harriett
Resident Homeowner
“I should be able to comment
on any request for my units”
“I should be able to comment “I should be able to comment
on any request for the complex” on any request for the complex”
Board Member Property Manager
Barbara Peter

19. Roger Harriett
Resident Homeowner
“I should be able to “I should be able to
update the status on any update the status on any
request for the complex” request for the complex”
Board Member Property Manager
Barbara Peter

20. Roger Harriett
Resident Homeowner
“I should be able to view “I should be able to view
the comments on any the comments on any
request for the complex” request for the complex”
Board Member Property Manager
Barbara Peter

21. Roger Harriett
Resident Homeowner
“I should be able to view “I should be able to view
the history on any request the history on any request
for the complex” for the complex”
Board Member Property Manager
Barbara Peter

22. Roger Harriett
Resident Homeowner
“I should get “I should get
informed when it’s informed when it’s
done” done”
“I should get “I should get
informed when it’s informed when it’s
done” done”
Board Member Property Manager
Barbara Peter

23. Now, Some Questions
O if Harriett submits a request
O should we notify Roger?
O if Barbara submits a request
O should we notify both Harriett? Roger?
O if Barbara & Peter can see status
O should Harriett?
O if Barbara & Peter can see comments
O should Harriett?

24. Some More Questions
O since Barbara & Peter want to see history
O what sort of history do they want to see?
O if Barbara & Peter can see history
O should Harriett?
O as for the status of a request
O do we just need the basics?
O submitted, in-progress, done?
O do we need more than than?
O who gets notified when a request is
“done”?

25. Roger Harriett
Resident Homeowner
Everyone will continue to use this
Board Member Property Manager
Barbara Peter

26. Roger Harriett
Resident Homeowner
Should Harriett have a link?
Board Member Property Manager
Barbara Peter

27. Roger Harriett
Resident Homeowner
We’ll certainly need one here?
Board Member Property Manager
Barbara Peter

28. Proposed Additions
O Continue to e-mail the request
O Also log the request in the system
O Allow everyone to submit tickets
O Tenants / Owners / Board / Managers
O Allow some to track tickets
O Board / Managers
O Allow updates to tickets as they’re worked
O Provide reports on tickets (past &
present)

29. Things That Will Be New
O Pages to report Maintenance Requests
O All / Active / Closed / or by Filter
O by Unit / by Project
O Page that shows details of each request
O Page that allows manual entry of a
request
O Page that allows updates to a request
O Enhanced database to store it all
O Automatic e-mail updates

30. Great New Place 2
Tracking
Maintenance Requests