Project Overview

MajiFix Fundi is a field-management mobile application designed for utility technicians (fundis) to streamline urban water infrastructure repairs, track service requests, and log real-time maintenance updates in offline and low-connectivity environments.

As the lead product designer, I managed the full product design lifecycle; from initial field research and service mapping to interactive prototyping, design system architecture, and developer handoff.

The Challenge & Context

Municipal water utilities faced lower customer satisfaction, which was a direct result of inefficient internal processes, specifically poor task scheduling and a lack of visibility in tracking and monitoring repair progress.

Field technicians (fundis) lacked a streamlined, reliable way to manage daily work orders, while management had limited real-time oversight into job statuses. The goal was to design an intuitive, mobile tool that improved internal operational visibility, optimised task scheduling for field teams, and ultimately restored public trust and customer satisfaction.. 

Discovery: Research & Analysis

During the discovery phase we visited different regional offices and interviewed engineers and technicians who attended to reported issues. Next we interviewed operations and customer care managers to get more information on their work circumstances and customer satisfaction in general.

Insights & Key Findings

• There were long issue resolution periods due to delayed or missing field reports.
• Customers felt that they were forgotten or ignored because they did not receive timely updates on the progress of issues they reported.
• Technicians were not able to capture new issues on site or update reported issues to mark them as urgent, causing loss of business.
• Field reports were filed on paper and distributed manually across team members causing delays and lack of visibility.

Design: Concepts & Sketching

Initial sketches were done on paper before designing the prototypes on Adobe XD

Design: User Flow

Created low-fidelity wireframes to rapidly test and validate task flows with end users before moving into high-fidelity design.

Prototyping

Validation & Feedback 

• Stakeholder Validation & Approval: Conducted interactive prototype walkthroughs with municipal water authority leads to gather qualitative feedback, validate task flows, and secure final design sign-off.
• Agile Handoff & MVP Build: Partnered closely with the engineering team following design approval to translate high-fidelity prototypes into the app’s first functional build.
• Iterative Interface Refinement: Used early testing feedback to redesign key interfaces, simplifying navigation pathways and improving quick-access patterns for high-frequency field tasks.

Key Impact & Outcomes

• Enterprise Adoption: Successfully deployed and adopted by the Dar es Salaam Water Authority (DAWASA) as the primary digital tool for daily field operations and task management.
• Optimised Operational Scheduling: Significantly increased scheduling efficiency, enabling managers and supervising engineers to distribute tasks evenly across field teams without overloading technicians.
• Reduced Call Center Volume: Cut incoming inquiries to the customer service centre due to timely, automated status updates and field report logging.
• ISO Certification & Satisfaction: Directly elevated customer experience and service reliability, contributing to higher customer satisfaction scores that earned the water authority an ISO 9001:2015 certification.
• Real-Time Visibility & Access: Dramatically improved data visibility and institutional knowledge by replacing paper records with a centralised, digitally accessible field-reporting workflow.

Project Details

Platform: Mobile 

Year: 2019

Role: Lead Product Designer & UX Researcher

Scope: End-to-End UX/UI Design, Field Research, Service Design, Prototyping, Usability Testing, Engineering Handoff.