Jemena
Making complex service operations easier to navigate
TIMELINE
2 weeks
ROLE
Product Designer
TOOLS
Figma
DISCIPLINES
UI/UX Design
01 / THE BRIEF
Jemena’s Market System Interface brings together service orders, tasks, SLA escalations, life support notifications and change requests. The challenge: make status, priority and next actions clear.
02 / MY ROLE
I mapped the user flows and redesigned the dashboards.
I translated operational requirements into user flows, information architecture and dashboard layouts.
03 / UNDERSTANDING THE USERS
One system. Different responsibilities.
Work Order Coordinator
Track assigned orders and progress work.
Team Leader
Monitor SLA warnings and overdue orders.
System Administrator
Configure SLA thresholds and permissions.
Auditor
Review order events and action history.
04 / MAPPING THE WORKFLOW
Understand the work before designing the screen.
01 / RECEIVE
02 / MATCH OR FLAG
03 / INSPECT STATUS
04 / ACCEPT & START
05 / COMPLETE & RECORD
06 / MONITOR SLA
05 / REQUIREMENTS INTO INTERFACE DECISIONS
Every interface decision started with a user need.
USER NEED
DESIGN RESPONSE
Distinguish matched from unmatched orders
Separate matched and unmatched views.
Identify order priority and progress
Visible status, dates and SLA details.
Take action on a service order
Order details with XML access, accept/reject actions and progress.
Coordinate work
Expanded and collapsed task states.
Inspect events
Event timeline and audit trail concept.
06 / REDESIGNED EXPERIENCE
Original design: service-order overview
My redesigns: from overview to action.
All service orders and filtering
Filter by type, status, SLA and date.
Matched and unmatched service orders
Inspect matched and unmatched records.
Order details and status timeline
Review details, actions and event history.
Inbox and task states
Review accepted tasks and task states.
Life Support Notification dashboard
Review life support notifications.
CATS Change Request dashboard
Review change requests.
07 / REFLECTION
Workflow before screens
Mapping tasks first clarified how screens and actions needed to connect.
Design for responsibility
Different roles need different priorities—not the same overview of everything.
Reveal detail deliberately
Keep status and next actions upfront. Put supporting records and history in detail views.
Clarity needs validation
A clearer design is a proposal, not proof. The next step is to validate it against real operational tasks.
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