TTD Helpdesk: Nandakam App
Helping TTD’s technicians, supervisors and officials see which requests need them first.
PROBLEM
Three roles shared one long request list, escalations got missed.
SOLUTION
A role-based home, block-wise status, a 7-step create flow with voice & video, and a clear escalation ladder.
IMPACT (TARGETS)
30% fewer SLA breaches · under 1 min to raise a request · 60% resolved before L2.
A helpdesk in every technician’s pocket.
KEY TAKEAWAYA field-service helpdesk for TTD, redesigned around who is holding the phone.
Nandakam is the mobile app TTD’s facility teams use to raise, work on and track maintenance requests across their blocks, from electrical faults to leaking pipes, alongside daily inspections. This project redesigned its helpdesk for three very different roles.
MY RESPONSIBILITIES
- →Mapped each role’s data logic from the functional spec
- →Designed the role-based home, lists, filters and create flow
- →Designed escalation and notification touchpoints
- →Prototyped, handed off and ran design QA
Everyone saw the same long request list, so nobody could tell what needed them first.
KEY TAKEAWAYThe data was there. The priorities weren’t.
A technician needs their own jobs. A supervisor needs what’s been escalated to their level. A TTD official needs the whole picture across every block. One undifferentiated list served none of them, and escalations, which climb through six levels, were easy to miss.
When a request sits unnoticed, its SLA breaches and it escalates further up the chain, more noise for officials, and slower fixes on the ground.
Six frustrations from the field.
KEY TAKEAWAYSix pains, most of them about not knowing what comes first.
P1One list for three different jobsTechnicians, supervisors and officials all landed on the same generic list.
P2Escalations were easy to missRequests climb from L2 to L6 with no clear place to see them first.
P3No view by blockOfficials couldn’t see which buildings had the most open or escalated work.
P4Slow, cluttered request creationExtra fields slowed field staff raising issues on the move.
P5Text-only evidenceNo video or audio to show the actual problem, or the fix.
P6Shared loginsThe same account could stay active on several devices.
What success looks like.
KEY TAKEAWAYSuccess = the right request, to the right person, before it escalates.
USER GOALS
- →See my most urgent requests at a glance
- →Raise a request in under a minute, on site
- →Show proof with photo, video or voice
BUSINESS GOALS
- →Fewer SLA breaches and late escalations
- →Block-level visibility for TTD officials
- →Secure, accountable single-device access
30%
fewer SLA breaches (target)
< 1 min
to raise a request on site (target)
60%
of requests resolved before L2 (target)
Written from each role’s point of view.
KEY TAKEAWAYEvery story starts with a role’s first question.
STORY 01
As a Technician, I want to see how many of my requests are New, Escalated or In Progress, so that I know what to pick up first.
STORY 02
As a Supervisor, I want to see requests escalated to my level, so that I can step in before they climb further.
STORY 03
As a TTD Official, I want to see status by block, sorted by most escalated, so that I know which building needs attention.
STORY 04
As a Technician, I want to create a request by block, unit and category, and speak it instead of typing, so that I can log issues quickly on site.
STORY 05
As any user, I want to attach and play video and audio in a request, so that the problem and the fix are clear without a site visit.
STORY 06
As any user, I want to be logged out of my old device when I sign in on a new one, so that access stays secure and accountable.
Three roles, three first questions.
KEY TAKEAWAYSame app, three jobs, try switching roles below.
TTechnician
Serviced By
Serviced By
Fixes issues on the ground, phone in hand.
- →Needs their own queue first
- →Types little, shoots video a lot
SSupervisor
Supervised By
Supervised By
Assigns, verifies and closes; owns an escalation level.
- →Needs what’s escalated to them
- →Verifies completed jobs
OTTD Official
MC Member
MC Member
Oversees the whole ADDA and gets the final escalations.
- →Needs the block-level picture
- →Acts on L6 escalations
TRY IT · SWITCH ROLE
“{{role.q}}”
Escalated means: {{role.esc}}
Tapping a card opens: {{role.tap}}
{{role.ini}}{{role.name}}
{{role.n}}
New
{{role.e}}
Escalated
{{role.p}}
In Progress
sample numbers
What we learned.
KEY TAKEAWAYEach role asks a different first question.
Functional spec reviews
Role-by-role data logic with PM
Current app walkthrough
Where staff got lost today
Field conversations
Technicians & supervisors on how they work today
Escalation mapping
Who hears what at L1–L6
INSIGHT 1
Each role asks a different first question
Technician: “what’s mine?” Supervisor: “what’s escalated to me?” Official: “where is it worst?”
INSIGHT 2
Staff think in blocks, not unit numbers
Location is how teams divide work, so filters and summaries lead with blocks.
INSIGHT 3
Typing on site is hard
Voice-to-text and video beat long descriptions.
INSIGHT 4
Escalation should be visible before it happens
Escalated work belongs on the first screen, not three taps deep.
Where it fits in Nandakam.
KEY TAKEAWAYIt lives where staff already work: Home, Helpdesk and the + button.
WHERE IT LIVES
Home › Request summary · Block-wise status
Home › Escalated & New requests
Helpdesk › My Open · Escalated · All Open · All Closed
Home › + › Create Request
Request details · Filters · Profile
BUSINESS RULES
- →Summary counts change with the logged-in role
- →Official “Escalated” = level ≥ L2 and not closed
- →Blocks sorted by Escalated → New → In Progress; ties alphabetical
- →Home shows the latest 3 escalated / new, hidden when empty
- →Create loads in order: block → unit → category → subcategory
- →One active device per user
The hard parts.
KEY TAKEAWAYShow urgency clearly without making everything urgent.
01
One home, three roles
Same layout, different data, without three apps.
02
Dense data, small screen
A block table with five columns that still reads at a glance.
03
Urgency without alarm fatigue
Colour and order signal priority; not everything can be red.
04
Fast input in the field
Fewer fields, dependent dropdowns, voice and video.
05
Six escalation levels
The right person hears at the right time, no one else.
How I got there.
KEY TAKEAWAYMap the data per role first; design second.
01
Discover
Spec, current app, field input
02
Map
Roles × data logic
03
Define
Summary per role
04
Flow
Create → assign → close
05
Wireframe
Home, lists, create
06
Design
Hi-fi Nandakam UI
07
Prototype
Role walkthroughs
08
Ship
Handoff & QA
Eight decisions, mapped to the pains.
KEY TAKEAWAYEight decisions, each one traceable to a pain point.
FEATURE 01Role-based homeThree summary cards (New, Escalated, In Progress), counted for your role. Tapping one opens a pre-filtered list.fixes P1
FEATURE 02Block-wise statusEvery block with its escalated, new, in-progress and on-hold counts, sorted so the worst block is always on top.fixes P3
Block-wise Status
BlockEscalatedNewIn ProgressOn Hold
AVRH15151515
BZXT12161418
CXQU20242226
DWLM9131115
EJPR17211923
FNYO25292731
View Less
FEATURE 03Escalated and new, firstThe latest three escalated and new requests sit right on Home, and the section disappears when there’s nothing to show.fixes P2
Escalated RequestsView All
REQ-2024-199712 May · 09:12 AM
AVRH • East Wing
Electrical short circuit in room 204
REQ-2024-199812 May · 09:12 AM
MNTC • West Wing
HVAC malfunction on 3rd floor
REQ-2024-199912 May · 09:12 AM
PLMB • Basement
Leaking pipe near water heater
New RequestsView All
REQ-2024-199712 May · 09:12 AM
AVRH • East Wing
Electrical short circuit in room 204
REQ-2024-199812 May · 09:12 AM
MNTC • West Wing
HVAC malfunction on 3rd floor
FEATURE 04A seven-step create flowBlock → unit → category → subcategory → request (with voice-to-text) → attachments → create. Every other field removed.fixes P4
FEATURE 05Video and audio as evidenceAdd and watch videos in comments, play audio notes. The unused “Asset Involved” field is gone.fixes P5
FEATURE 06Filters that match how staff thinkAdded Blocks; removed Awaiting Resident Response, Type and Unit.fixes P3fixes P4
FEATURE 07An escalation ladder people can trustClear notifications from L1 to L6, plus SLA-breach alerts to the supervisor and CCC admin.fixes P2
L1SupervisorAssigned at creation
L2L2 SupervisorNo progress within escalation time
L3L3 SupervisorNo progress after L2
L4L4 SupervisorNo progress after L3
L5L5 Supervisor + CCC AdminCritical escalation
L6L6 Supervisor + TTD OfficialsFinal escalation
An SLA-breach alert also goes to the Supervisor and CCC Admin.FEATURE 08One device per loginSigning in on a new device logs the old one out. Profile shows who you are, your contact details and Logout.fixes P6
Edge cases, handled.
KEY TAKEAWAYEmpty, zero, tied, offline and second-device cases all handled.
✓Nothing escalated
The Home section hides itself instead of showing an empty card.
The Home section hides itself instead of showing an empty card.
✓Zero counts
Cards show 0; tapping says “No new requests available”.
Cards show 0; tapping says “No new requests available”.
✓Block tie
Sorted alphabetically after Escalated → New → In Progress.
Sorted alphabetically after Escalated → New → In Progress.
✓Supervisor levels
Escalated only counts requests at your escalation level.
Escalated only counts requests at your escalation level.
✓Closed requests
Never counted in active summaries.
Never counted in active summaries.
✓Second device
The old device is logged out with a clear message.
The old device is logged out with a clear message.
✓Slow network
Skeleton loading, then an error with Retry.
Skeleton loading, then an error with Retry.
✓Attachments
Optional, photos and video never block creating a request.
Optional, photos and video never block creating a request.
Loading
Empty
Error
Second device
Impact and what’s next.
KEY TAKEAWAYSuccess targets: 30% fewer SLA breaches, requests raised in under a minute, 60% fixed before L2.
SUCCESS TARGETS SET WITH THE TEAM30%
fewer SLA breaches
< 1 min
to raise a request
60%
resolved before L2
WHAT I LEARNED
- →Design for each role’s first question
- →Urgency needs hierarchy, not more red
- →Field tools need voice and video
NEXT STEPS
- →Shift-level performance reports
- →Offline request drafts
- →Photo-based duplicate detection
