Digitalization of the entire machine service, maintenance, and after-sales processes was the focus for the product design team. These processes are inherently complex and heavily reliant on physical documentation, on-site operations, and extensive back-and-forth communication. The platform supports three distinct user roles—OEMs, service agents, and facility users—each with specific permissions and access levels aligned with their roles. To achieve this, we designed a platform structure that supports a unified UI while dynamically adjusting functionalities based on the user’s role. This approach ensures a seamless experience for all users, regardless of their permissions, while maintaining consistency and clarity in the interface. The product was designed to revolutionize after-sales services by digitizing and automating traditionally manual processes. Key features include the Asset Hub, where users can manage and organize machines, the Work Orders Hub for tracking service tickets, and the Facilities Hub for linking machines to associated companies. A procedure builder was also introduced, enabling administrators to create custom forms with checklists, tables, descriptive fields, and signature sections, effectively eliminating the need for paper-based work and physical archives. This ensures that procedures are no longer lost in piles of paperwork or difficult to retrieve. Instead, users can easily access previous procedures when needed and swiftly create new ones, fostering a more organized and efficient workflow.
