Otis Elevator
Global Discovery to Reimagine Elevator Maintenance
Project Overview
In partnership with Otis Elevator, a global leader in vertical transportation, I led a strategic research and service design initiative to explore and improve the elevator maintenance experience across regions and roles. This project focused on uncovering key challenges and system-level inconsistencies, with the long-term goal of informing a unified omnichannel maintenance solution.
Human-Centered Design Approach
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As the Experience Strategist & UX Researcher, I was responsible for:
Designing and leading the discovery phase of a global research engagement
Conducting and synthesizing cross-regional insights from internal and external stakeholders
Visualizing insights via Service Blueprints and Journey Maps
Facilitating alignment across teams with varying technical and operational contexts
Presenting research findings and future-state recommendations to executive stakeholders
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Conducted interviews with managers and subject matter experts in 13+ countries
Explored four key internal domains: customer support, field operations, engineering, and digital services
Mapped out a global view of the current-state elevator maintenance journey across roles and regions
Identified shared pain points: lack of transparency, inconsistent data access, and tool fragmentation
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Developed a comprehensive Service Blueprint visualizing:
Customer and employee experiences
Technical touchpoints and tool usage
Cross-country system discrepancies and areas for harmonization
Highlighted how tool and process variation impacted service quality and efficiency
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Mapped future-state opportunities for a more seamless, omnichannel maintenance ecosystem
Showcased what an integrated tool and harmonized service model could enable — including:
Real-time diagnostics
Unified customer and technician dashboards
Predictive service workflows
Facilitated strategic discussions with stakeholders on roadmap feasibility and prioritization
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Successfully delivered a global perspective on the elevator maintenance experience
Informed strategic decision-making with concrete data and customer-centered insights
Helped Otis align internally on shared pain points and opportunities, even though the omnichannel solution was deprioritized
Validated the power of HCD-led discovery to unify global operations
Why It Matters
This engagement demonstrates how human-centered design at a global scale can surface universal challenges while respecting local nuance. Even without immediate implementation, our work gave Otis a clear, actionable understanding of where to focus and how to evolve — laying a foundation for future transformation.