Reimagining
Global Parts Discovery
A strategic discovery engagement to uncover hidden operational friction, reduce risk, and enable scalable digital decision-making across a complex service ecosystem.
In a nutshell
In a nutshell A global service organisation managing elevators, escalators, and moving walkways operate in high-stakes environments, operating at massive scale needed clarity before committing to large-scale platform redesign.
The engagement focused on understanding:
- Real User Behaviour
- Systemic Friction
- Cross-platform Dependencies
As the service ecosystem scaled, incremental fixes were no longer enough. Platforms evolved independently, creating hidden risk beneath visible usability issues.
Redesign felt inevitable. Redesign without clarity felt risky.
The Challenge
What appeared to be isolated experience issues were, in reality, systemic.
Siloed
Optimisation
Parts discovery, requisitioning, and catalog management were improved independently.
Fragmented
Systems Language
Each platform operated with its own structure, logic, and terminology, creating inconsistency.
Limited Cross
System Visibility
End-to-end visibility across platforms was minimal, making it hard to track parts and decisions.
Manual Heavy
Processes
Verification relied heavily on manual checks and workarounds, increasing effort and error risk.
In global service operations, even minor experience gaps compound into systemic inefficiencies, eroding speed, accuracy, trust, and performance at scale.
The Personas
Andrie Brown
Field Technician
Every wrong part costs time
I don’t have.
Challenges
- Wrong or ambiguous parts increase service delays and rework.
- Extra decisions in the field raise risk and impact service uptime.
Bernard Dubois
Supervisor
Without clarity, progress turns into problem-solving.
Challenges
- Unclear parts or workflows lead to constant escalations.
- Managing corrections and dependencies slows overall service delivery.
Omar Naseer
Catalog Manager
Small data gaps here turn into big issues downstream.
Challenges
- Data gaps and inconsistencies increase decision load for service teams.
- Errors cascade into rework, delays, and operational risk.
What We Uncovered
Discovery revealed gaps analytics alone could not explain.
01
Users relied on trial-and-error instead of confidence
02
Errors were often invisible, leading to silent failures
03
Search failures stemmed from unclear system expectations
04
Experienced users adapted; new users struggled
05
Similar tasks required different mental models across platforms
Measured Impact on Operations
Manual
Oversight
42% of supervisors manually verified requisition data
Low System
Trust
61% of field users double-checked parts due to low system trust
Offline
Workarounds
30% relied on offline tools to track work
Approval
Delays
Approval cycles ran 35-40% slower than expected
Value Delivered
Clarity
Unified view of platforms, roles, and dependencies
Clear understanding of how systems actually interacted in practice
Shift from fragmented assumptions to a shared, validated perspective
Direction
Insights grounded in observed user behavior
Expert analysis informing recommendations
Reduced ambiguity for product, engineering, and leadership teams
Risk
Discovery framed as a reusable decision framework
Clear prioritization of high-impact changes
Fewer reactive fixes and more confident, future-ready platform decisions
