Smartbase
SmartBase is an existing app that helps soldiers handle base-related tasks quickly and efficiently. This project focused on expanding the maintenance issues feature by adding new workflows that addressed gaps causing delays and miscommunication.
Role
UX/UI Designer
Project Type
Product Expansion
Platform
Web App, Mobile App
The Problem
SmartBase made it easy for soldiers to report base maintenance issues. But once a report was submitted, the process often stopped there. Teams didn’t have a clear way to follow up, update status, or close requests - leading to bottlenecks and delays
Challanges
Enhancing an active product meant designing within constraints - improving usability, aligning multiple user needs, and ensuring the system remained cohesive and efficient.
Adding and Improving Workflows
The new workflows had to fit smoothly into existing processes while organizing and simplifying how issues were handled.
Rebuilding User Trust
The previous platform made daily work harder instead of easier, so the redesign had to restore confidence by proving real value.
Unifying Different Systems
Different units managed maintenance in separate ways (from paper forms to WhatsApp) so one clear, shared solution was needed.
Research
I began by studying the existing SmartBase system and how maintenance issues were managed across the base. The goal was to uncover the full lifecycle of an issue, from the moment it is reported until it is fully resolved, and make sure every step and role was clearly defined.
Understanding the Existing System
I first met with the team that designed the original app to understand its current state, structure, and limitations. This gave me a solid foundation before meeting with users and observing how they handled issues in real situations.
Comparing Base Operations
Another important discovery was that each base and area maintenance center had developed its own way of managing issues. Some used spreadsheets, others relied on WhatsApp groups or paper-based systems to fill the gaps left by the app. Understanding these differences was essential in creating one solution flexible enough to fit all existing workflows while guiding everyone toward a unified, efficient process.
Time Sensitivity
A key finding was that each stage in the issue’s life cycle was time-sensitive. The organization operated under strict KPIs, setting limits on how long each role could hold or respond to an issue. For example, base maintenance officers had 24 hours to review and redirect requests, while area managers and technicians worked within defined repair windows.
This insight heavily influenced the design. It meant the new system had to track time automatically, surface urgency visually, and prioritize tasks dynamically so no issue would exceed its deadline.
Mapping the Lifecycle of an Issue
Through interviews and on-site observations, I documented how maintenance requests were managed in practice. This process helped me define the “issue’s circle of life,” showing each stage, responsibility, and gap that had not been addressed before.
The stages inside the gray boxe represent parts of the process that were not properly addressed in the original system.
Personas
An army officer overseeing all base maintenance operations, ensuring everything runs smoothly for soldiers.
Goals
Keep the base fully operational, clean, and safe for soldiers.
Ensure every maintenance issue is handled quickly and correctly.
Maintain smooth coordination between base staff and higher maintenance units.
Pain Points
Overwhelmed with too many issue reports from soldiers.
Juggling daily base management alongside maintenance duties.
Difficulty filtering which issues should stay on-base and which to escalate.
Moshe Ben David
Base Maintenance
A civilian maintenance coordinator responsible for managing requests and ensuring repairs are handled efficiently.
Goals
Oversee and balance maintenance workloads across multiple bases.
Deploy technician teams quickly according to the issue type and urgency.
Maintain visibility over all open requests and ensure proper follow-up.
Pain Points
Receives an overwhelming number of reports from different bases daily.
Time lost verifying which requests are relevant or duplicates.
Hard to track technician assignments and progress in real time.
Oshrit Nir
Area Maintenance Center
A field technician responsible for fixing issues and reporting updates directly from the site.
Goals
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Fix issues efficiently and accurately during each base visit.
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Receive clear directions on location, contacts, and issue details.
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Complete all assigned tasks within the day’s schedule.
Pain Points
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Unclear coordination on-site, unsure who to report to upon arrival.
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Missing or incomplete issue details when dispatched.
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No digital tools to track or update progress in real time.
Dani Cohen
Technician
Original App Screenshots
These are screenshots from the original app, the design is centered around the soldier and made it easy to open issues. However, caused traffic jams to the Base Maintenance Manager (persona “Moshe”) and can’t move to the next station efficiently.
Final Design - Desktop Management Solution
Previously, the maintenance teams relied only on the mobile app, which didn’t fit their workflow or environment. Most users, including base and area maintenance managers, work primarily on desktop computers, so the mobile-only setup wasn’t practical or efficient.
The new desktop management solution was designed to serve every role in the issue’s life cycle - from base officers to area managers. It provides full visibility, easy navigation, and complete control over all maintenance requests, creating one centralized place to monitor, assign, and resolve issues efficiently.
While designing the platform, I had full ownership of the UI. Within the existing brand’s colors, fonts, and visual language, I created a fresh, functional interface that aligned with the product’s original design identity but felt modern and cohesive.
Error Management - New Errors
Error Management - Open Errors
Forward Issue Popup
Error’s Info
App Adjustments
To support the updated workflow and new personas, I made several adjustments to the existing mobile app. These changes ensured that both the new desktop platform and the mobile app worked together as one seamless system.
The updates focused on integrating new roles and processes introduced in the redesigned workflow. I kept the original look and feel of the app, maintaining consistency in layout and visuals, while refining interactions and flows to fit the new life cycle of an issue.
Close Issue Popup
Open Issues
New Issues
Add Information
Redirect Issue
Issue Info
Takeaways
This project taught me the importance of understanding the full workflow behind a product, not just improving what already exists. It was fascinating to see how a well-meant design could miss real user needs and how thoughtful UX can bridge those gaps.