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Client
Mercadona
ROLE
Product Design
Industry
B2E-supermarket
Year
2026
Info
En este prueba para Product Designer se pidió realizar una planificación para el research así como la definición del proceso en la realizacion del diseño para demostrar el design thinking.La prueba se centrò en: Cómo agilizar y mejorar la experiencia de gestión de incidencias de los dispositivos del supermercado a través de una aplicación con interfaz.
Client
Mercadona
ROLE
Product Design
Industry
B2E-supermarket
Year
2026
Info
En este prueba para Product Designer se pidió realizar una planificación para el research así como la definición del proceso en la realizacion del diseño para demostrar el design thinking.La prueba se centrò en: Cómo agilizar y mejorar la experiencia de gestión de incidencias de los dispositivos del supermercado a través de una aplicación con interfaz.
challenge
How might we streamline and improve the experience of managing device incidents for Mercadona employees through an app interface?Mercadona's IT team was managing a high volume of daily incidents — but the process was fragmented, opaque, and frustrating for both employees and technicians. There was no dedicated tool: incidents came in via email, forms, or in person, with no visibility once submitted.
RESEARCH
I conducted mixed-method research across three user groups to understand both sides of the problem. Methods: - 7 employee interviews (store, logistics, office) - Internal survey with 50 employees - 1 full day of IT shadowing - 7 IT technician interviews - 3 months of internal incident data analysis Key findings: - 63% of employees don't know the status of their incident after reporting it - 41% have had to contact IT again just to ask for an update - 30% of incidents require a follow-up call because the initial report was incomplete, costing 6–8 minutes per incident - Each technician receives 12 incidents/day but resolves only 8 the same day - 38% of incidents are low complexity (login issues, simple blocks), 60% could be resolved without IT intervention - 55% of employees never receive an explicit notification when their incident is closed Global insight: - The biggest friction isn't reporting the incident, it's the waiting period. - The lack of visibility generates frustration and repeated, unnecessary contact with IT.
PROBLEM STATEMENTS
Three high-priority problems emerged: 1) Lack of status visibility: Employees have no way to know if their incident has been received, is being handled, or when it will be resolved. This leads to anxiety and redundant IT contact. 2) Incomplete reports: Without guided fields, employees submit vague descriptions. IT loses 6–8 minutes per incomplete ticket chasing missing information. 3) No prioritization system, Urgent and routine incidents arrive through the same channel. IT has no fast way to identify critical issues, risking delays on high-impact problems.
WHAT I WOULD MEASURE
- Reduction in repeat IT contacts (baseline: 41%) - Reduction in incomplete incident reports (baseline: 30%) - IT resolution rate on same day (baseline: 8/12 incidents) - Employee satisfaction with closure communication (baseline: 45% receive notification)
SOLUTION
A compact, tab-based interface allowing employees to create and track incidents in one place, optimized for all screen sizes. The core flow: Create incident → Confirmation → Real-time tracking 3-step guided form reduces incomplete submissions Status timeline (Received → In Process → Resolved) eliminates the need to contact IT for updates Expandable incident cards with progress bar and assigned technician Responsive design for desktop, tablet, and mobile
Design Decisions Research → Solution mapping: INSIGHT SOLUTION
Lack of visibility --> Real-time status on every incident Incomplete reports --> Guided 3-step form Repeated contacts --> Automatic notifications
MVP priorities:
- Guided incident creation (device type → problem details → review) - Real-time status tracking: Received · In Process · Resolved - Dynamic fields by device type (OS required only for computers) - Visual urgency tagging (High / Medium) - Notification badge for active incidents
Not in MVP — chatbot support (medium/long term):
While research showed 60% of low-complexity incidents could be automated (saving an estimated 4–5 IT hours/day), a chatbot was deliberately scoped out of the MVP. Launching it without a mature incident flow would risk poor experience. The strategy: build a solid base first, automate progressively.
challenge
How might we streamline and improve the experience of managing device incidents for Mercadona employees through an app interface?Mercadona's IT team was managing a high volume of daily incidents — but the process was fragmented, opaque, and frustrating for both employees and technicians. There was no dedicated tool: incidents came in via email, forms, or in person, with no visibility once submitted.
RESEARCH
I conducted mixed-method research across three user groups to understand both sides of the problem. Methods: - 7 employee interviews (store, logistics, office) - Internal survey with 50 employees - 1 full day of IT shadowing - 7 IT technician interviews - 3 months of internal incident data analysis Key findings: - 63% of employees don't know the status of their incident after reporting it - 41% have had to contact IT again just to ask for an update - 30% of incidents require a follow-up call because the initial report was incomplete, costing 6–8 minutes per incident - Each technician receives 12 incidents/day but resolves only 8 the same day - 38% of incidents are low complexity (login issues, simple blocks), 60% could be resolved without IT intervention - 55% of employees never receive an explicit notification when their incident is closed Global insight: - The biggest friction isn't reporting the incident, it's the waiting period. - The lack of visibility generates frustration and repeated, unnecessary contact with IT.
PROBLEM STATEMENTS
Three high-priority problems emerged: 1) Lack of status visibility: Employees have no way to know if their incident has been received, is being handled, or when it will be resolved. This leads to anxiety and redundant IT contact. 2) Incomplete reports: Without guided fields, employees submit vague descriptions. IT loses 6–8 minutes per incomplete ticket chasing missing information. 3) No prioritization system, Urgent and routine incidents arrive through the same channel. IT has no fast way to identify critical issues, risking delays on high-impact problems.
WHAT I WOULD MEASURE
- Reduction in repeat IT contacts (baseline: 41%) - Reduction in incomplete incident reports (baseline: 30%) - IT resolution rate on same day (baseline: 8/12 incidents) - Employee satisfaction with closure communication (baseline: 45% receive notification)
SOLUTION
A compact, tab-based interface allowing employees to create and track incidents in one place, optimized for all screen sizes. The core flow: Create incident → Confirmation → Real-time tracking 3-step guided form reduces incomplete submissions Status timeline (Received → In Process → Resolved) eliminates the need to contact IT for updates Expandable incident cards with progress bar and assigned technician Responsive design for desktop, tablet, and mobile
Design Decisions Research → Solution mapping: INSIGHT SOLUTION
Lack of visibility --> Real-time status on every incident Incomplete reports --> Guided 3-step form Repeated contacts --> Automatic notifications
MVP priorities:
- Guided incident creation (device type → problem details → review) - Real-time status tracking: Received · In Process · Resolved - Dynamic fields by device type (OS required only for computers) - Visual urgency tagging (High / Medium) - Notification badge for active incidents
Not in MVP — chatbot support (medium/long term):
While research showed 60% of low-complexity incidents could be automated (saving an estimated 4–5 IT hours/day), a chatbot was deliberately scoped out of the MVP. Launching it without a mature incident flow would risk poor experience. The strategy: build a solid base first, automate progressively.
challenge
How might we streamline and improve the experience of managing device incidents for Mercadona employees through an app interface?Mercadona's IT team was managing a high volume of daily incidents — but the process was fragmented, opaque, and frustrating for both employees and technicians. There was no dedicated tool: incidents came in via email, forms, or in person, with no visibility once submitted.
RESEARCH
I conducted mixed-method research across three user groups to understand both sides of the problem. Methods: - 7 employee interviews (store, logistics, office) - Internal survey with 50 employees - 1 full day of IT shadowing - 7 IT technician interviews - 3 months of internal incident data analysis Key findings: - 63% of employees don't know the status of their incident after reporting it - 41% have had to contact IT again just to ask for an update - 30% of incidents require a follow-up call because the initial report was incomplete, costing 6–8 minutes per incident - Each technician receives 12 incidents/day but resolves only 8 the same day - 38% of incidents are low complexity (login issues, simple blocks), 60% could be resolved without IT intervention - 55% of employees never receive an explicit notification when their incident is closed Global insight: - The biggest friction isn't reporting the incident, it's the waiting period. - The lack of visibility generates frustration and repeated, unnecessary contact with IT.
PROBLEM STATEMENTS
Three high-priority problems emerged: 1) Lack of status visibility: Employees have no way to know if their incident has been received, is being handled, or when it will be resolved. This leads to anxiety and redundant IT contact. 2) Incomplete reports: Without guided fields, employees submit vague descriptions. IT loses 6–8 minutes per incomplete ticket chasing missing information. 3) No prioritization system, Urgent and routine incidents arrive through the same channel. IT has no fast way to identify critical issues, risking delays on high-impact problems.
Design Decisions
Research → Solution mapping: INSIGHT SOLUTION
Lack of visibility --> Real-time status on every incident Incomplete reports --> Guided 3-step form Repeated contacts --> Automatic notifications
MVP priorities:
- Guided incident creation (device type → problem details → review) - Real-time status tracking: Received · In Process · Resolved - Dynamic fields by device type (OS required only for computers) - Visual urgency tagging (High / Medium) - Notification badge for active incidents
Not in MVP — chatbot support (medium/long term):
While research showed 60% of low-complexity incidents could be automated (saving an estimated 4–5 IT hours/day), a chatbot was deliberately scoped out of the MVP. Launching it without a mature incident flow would risk poor experience. The strategy: build a solid base first, automate progressively.
Solution
A compact, tab-based interface allowing employees to create and track incidents in one place, optimized for all screen sizes. The core flow: Create incident → Confirmation → Real-time tracking 3-step guided form reduces incomplete submissions Status timeline (Received → In Process → Resolved) eliminates the need to contact IT for updates Expandable incident cards with progress bar and assigned technician Responsive design for desktop, tablet, and mobile
WHAT I WOULD MEASURE
- Reduction in repeat IT contacts (baseline: 41%) - Reduction in incomplete incident reports (baseline: 30%) - IT resolution rate on same day (baseline: 8/12 incidents) - Employee satisfaction with closure communication (baseline: 45% receive notification)
JUST FOR DESKTOP
JUST FOR DESKTOP
