Improving the planned maintenance service for Magna Housing

After our work on response repairs, Magna Housing asked me to explore how their planned maintenance services were working. These include things like kitchen and bathroom upgrades.

I led a service design discovery focused on understanding the full housing service journey. I used existing data sources including tenant feedback, complaints and performance KPIs to build a clear view of what was happening.

I also worked closely with staff to map out the process. This included identifying points where communication dropped, where expectations were unclear and where delays occurred.

The final service blueprint made the end to end journey visible and easy to discuss. I shared practical recommendations for improvement that could be delivered within existing systems and pressures.

digital customer journey map for kitchens - text is not visible
digital customer journey map for bathrooms - text is not visible