Simplifying the app field mechanics rely on to bring Otis elevators online, anywhere in the world.
Overview
Product
Otis ONE View, the primary mobile interface for Otis field mechanics, and the field side of an IoT platform.
Problem
A heavy, inconsistent app made commissioning and maintaining elevators slow and error prone in the field.
Details
UX and UI designer on a cross functional team of 35, owning the design system and the 2.0 redesign over six months.
Solution
A single, simplified workflow for the full lifecycle of an elevator's connectivity, from commissioning to troubleshooting.
Result
A decluttered first version that streamlined the core flow and helped win the business.
Impact
10%
Reduction in the core flow after decluttering
1,899
Field uploads across regions
4
Global regions served, APAC, EMEA, NAA, and China
Context
Otis is one of the world's leading elevator and escalator companies, and this was an industry project delivered with LTIMindtree. Otis ONE View is the app field mechanics carry, the critical enabler for the IoT platform out in the field.
Its job is to digitise and manage the full lifecycle of an elevator's connectivity, commissioning, troubleshooting, maintenance, and access to real time health data. Because it is an industry project, the designs stay limited here for confidentiality, so this study leans on the story more than the screens.
Problem
The app meant to make a mechanic's job easier was getting in the way. Layouts broke across screens, components behaved inconsistently, navigation felt heavy and disconnected, and the visual tone was uneven. The result was friction in exactly the moments a mechanic needed speed.
Goals
One simplified app a field mechanic can move through quickly, anywhere in the world.
- 01
Replace multiple tangled workflows with a single simplified one
- 02
Make components behave consistently across the whole app
- 03
Give navigation a clear, predictable structure
- 04
Align the visuals with Otis's industrial tone
Process
Product planning and requirement gathering
Planning sessions with product managers, business teams, and scrum masters to align on requirements, priorities, and goals.
Cross functional requirement discussion
Worked with development, design, and product teams to understand scope, then shared technical detail with developers for feasibility.
Design implementation and approval
Created flows, presented them to the product team for approval, and handed off to development.
Development and testing
Supported the build, with an iterative loop between stakeholders, developers, and design to hold quality.
Key insights
01
The app did not adapt to different screens, so layouts broke and the basics had to come first.
02
Components behaved inconsistently across the app, which made every screen feel unfamiliar.
03
Navigation felt heavy and disconnected, so a clear, consistent structure mattered more than any single feature.
Solution
Otis ONE View, rebuilt as one simplified workflow a mechanic can trust in the field.
Design
Reliable components
A consistent component set across every flow, so the app behaves the same everywhere.
Design
A simplified on site workflow
The commissioning and maintenance flow streamlined for speed in the field.
Design
An industrial visual tone
Visuals aligned to Otis's industrial identity rather than a generic app look.
Selected screens, kept limited for confidentiality.
Before and after
Before
After
The heavy old flow beside the simplified redesign.
For a mechanic on site, every extra tap is time lost, so the whole job was to take taps away.
Reflection
This project taught me to advocate for the right design inside a complex corporate culture, and to translate stakeholder demands into practical solutions. Often that meant choosing the least worst path under real technical and capacity constraints, while still landing a simplified, high value outcome for the mechanic.
As a founding member of the centre of excellence team, I learned as much about influence as about screens.
A simpler app, and a faster job, for mechanics in the field.