Vayan QRS

Understanding the system meant understanding every person in it. We mapped four distinct AS-IS user journeys — Technician, Engineer, Admin, and Super Admin — uncovering role-specific pain points that ranged from accidental ticket closures on the floor to workflow edits going live without any review process. These maps became the foundation for every design decision that followed. 

With four user roles and a significant backlog of improvements, prioritization was critical. I mapped out the full feature set across core areas of the platform — Navigation, Locations, Workflows, Tickets, Users, Settings, and Activity Log — and worked with the team to categorize each into MVP, V2, or future consideration. Decisions were made based on a combination of user impact, development complexity, and client priorities, making sure the first release was focused without losing sight of the longer-term vision.

One of the more meaningful scoping decisions was how to handle the Admin and Super Admin roles. Because they operated with genuinely different permissions and views — Super Admins overseeing the entire platform while Admins managed location-specific settings — we designed and scoped their experiences separately rather than treating them as a single role with toggled access.

With the pain points clearly documented, I worked with the team to define targeted improvements for each role. For Technicians, that meant adding the ability to skip steps, reopen closed tickets, and get clearer feedback in the UI. For Engineers, it meant introducing ticket cloning, undo functionality, and more advanced workflow branching. Admins gained a draft-and-publish model so changes could be tested before going live, and Super Admins got clearer tenant management controls and the groundwork for workflow templates.

The existing interface leaned heavily on harsh shadows, oversized elements, and alarming red iconography for routine actions — creating visual noise that made the system feel more stressful than it needed to be. I redesigned the experience with a cleaner, more spacious layout, unified menu states, and deliberate friction around destructive actions like deletions and workflow changes to reduce the risk of costly mistakes.

Technicians are the first link in the quality reporting chain — and they're often standing on a production floor, working quickly, with no time to wrestle with a complicated interface. Because of this, I designed a dedicated mobile view for the Technician role, separate from the desktop experience used by Engineers, Admins, and Super Admins.
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The mobile design had two equally important goals: fitting comfortably on a small screen for one-handed use, and making ticket creation as fast and frictionless as possible. That meant stripping the interface down to only what a Technician needs in the moment — creating a ticket, attaching photos, and submitting — without the noise of admin-level controls or dense data tables. Features like voice-to-text input were flagged as valuable future enhancements for this same reason, recognizing that typing out defect details mid-shift is a real barrier worth solving down the line.

QRS was a system that a lot of people depended on daily, which made it a rewarding challenge. The work wasn't just about making things look better — it was about making the system trustworthy again. Getting to map every user's journey, identify what was breaking down, and design something that addressed those gaps from the ground up was exactly the kind of problem I love to dig into.