Pantai Hospitals – Facility Management Dashboard
Transforming healthcare operations across 5 major hospitals in Malaysia through intelligent dashboard design, reducing administrative overhead by 40% and improving patient care delivery.
Overview
This dashboard was built to help facility teams in Pantai Hospitals monitor real-time operations — including maintenance, cleanliness, toilet feedback, and staffing levels.
Business Goals
- Multi-role user interface design
- Monitor KPIs and inspections
- Reduce complaints
- Ensure hygiene and safety compliance
Role & Duration
- Role: Product Designer
- Duration: 2 months
- Design Tools: Figma, Adobe Photoshop, Adobe Illustrator
- Team: Myself, Product Manager -1 , Developer - 2
- Collaboration Tools: Slack, Jira
The Challenge
Pantai Hospitals' facility management teams were struggling with fragmented systems across their 5 major facilities. Facility Managers, Housekeeping Supervisors and Maintenance Technicians operated with different tools, creating operational inefficiencies and delayed response times.
- Real-time Operations Dashboard : Unified view of staff scheduling, bed management, and facility requests with live updates.
- Workflow Inefficiencies : Manual processes consuming 60% of staff time, resulting in 4-6 hour average response time for maintenance requests.
- Limited Real-time Visibility : Management lacked real-time insights into hospital operations, bed availability, and staff allocation.
- Role-Based Access Control : Customized dashboards and permissions based on user roles and departments.
Research & Discovery
User Interviews
- 35 facility staff interviewed across all roles
- 8 different shift patterns studied
- 80+ hours of workflow observation
- 12 critical task scenarios mapped
Operational Analysis
- 6 months of work order data analyzed
- 18 key performance indicators identified
- Bottleneck analysis across all facilities
- Cost-impact assessment conducted
Technical Requirements
- Hospital safety regulations compliance
- Integration with existing HVAC systems
- Mobile-first for technician workflows
- Real-time notification requirements
Insights
By deeply engaging with users through interviews and contextual research, I uncovered patterns that guided key design decisions—ensuring the experience met both user needs and business outcomes.
User Behavior Insights
- Facility managers spend 61% of time compiling manual reports from disconnected systems
- Housekeeping supervisors receive 43+ radio calls per shift for task coordination
- Maintenance technicians walk 3+ miles daily to check paper work orders
- Mobile access essential for 89% of operational tasks
- Facility managers needed instant visibility into critical issues affecting patient areas vs. general maintenance tasks.
Operational Pain Points
- Average 46-minute delay in room turnover due to communication gaps
- Emergency maintenance requests take 2+ hours to reach technicians
- Resource allocation decisions made with 4+ hour old data
- Compliance reporting requires 3 days of manual data compilation
- Poor communication during 24/7 shift changes led to duplicated work and missed critical maintenance tasks.
Business Impact
- 61% reduction in manual reporting
- 47% faster issue detection
- Improved compliance with hygiene inspections
- Real-Time Location Tracking
- Change Management Resistance
- Performance Under High Load
- Monitor KPIs and inspections. Reduce complaints
User Profiles
We conducted comprehensive research over 6 weeks to understand user needs, current workflows, and technical constraints across all hospital locations.
Facility Manager
Sarah Chen, 15+ years experience
Primary Goals
- Oversee all facility operations
- Monitor KPIs and compliance
- Resource allocation and planning
- Budget management and reporting
Key Pain Points
- Lack of real-time operational visibility
- Manual report generation
Housekeeping Supervisor
Maria Rodriguez, 8 years experience
Primary Goals
- Coordinate cleaning schedules
- Monitor team performance
- Ensure infection control standards
- Manage supply inventory
Key Pain Points
- Difficulty tracking team locations
- Paper-based task assignments
Maintenance Technician
David Kim, 12 years experience
Primary Goals
- Complete work orders efficiently
- Access technical documentation
- Update job status in real-time
- Communicate with supervisors
Key Pain Points
- Mobile access limitations
- Unclear task prioritization
Conceptualization
Created specialized interfaces for each user type, with Facility Managers getting comprehensive oversight tools, Supervisors receiving team coordination features, and Technicians accessing streamlined mobile workflows for field operations.
Role-Based Dashboard System
A comprehensive command center that consolidates data from all hospital systems into a single, intuitive interface. Features real-time patient flow monitoring, bed occupancy tracking, staff allocation optimization, and emergency response coordination.
- Interviewed target users to uncover their motivations, pain points, and expectations during manual paper-based work order tracking.
- 6 months of paper based work order data analyzed, bottleneck analysis across all facilities. Cost-impact assessment conducted.
- Developed user personas to guide design decisions.
Prototyping & Testing
- Developed tailored interfaces for each user type: Facility Managers receive comprehensive oversight tools, Supervisors gain team coordination features, and Technicians enjoy streamlined mobile workflows for field operations.
- Conducted usability testing sessions to gather feedback and iterate on designs.
Handoff & Launch
- Collaborated with developers to ensure accurate implementation.
- Monitored post-launch analytics to identify areas for improvement.
Results & Impact
65%
Faster Response
Average maintenance response time reduced from 4.5hrs to 1.6hrs
£1.8M
Annual Cost Savings
Operational cost reduction through improved efficiency
78%
Productivity Gain
Technician productivity increase through optimized workflows
92%
Compliance Rate
Preventive maintenance schedule adherence
Key Takeaways
- Cognitive Load Reduction: Minimize mental effort required to process information through progressive disclosure and intelligent information hierarchy.
- Error Prevention: Built-in safeguards and validation systems to prevent critical mistakes in high-pressure healthcare environments.
- Accessibility First: WCAG 2.1 AA compliant design ensuring usability for healthcare workers with diverse abilities and limitations.
- Context-Aware Interface Adaptive UI that changes based on user role, location within the hospital, and current operational priorities.
Reflection
Valuable insights gained throughout the project that can be applied to future healthcare technology initiatives and complex enterprise design challenges.
Future Roadmap & Scalability
- AI-Powered Insights: Machine learning integration for predictive analytics and automated decision recommendations.
- Multi-Region Expansion: Scalable architecture to support Pantai's expansion into new markets across Asia-Pacific.
- IoT Integration: Integration with medical IoT devices for real-time patient monitoring and automated data collection.