Discovering ‘pain points’ and latent needs of facility management suppliers

We helped EPOCA Ricerca – a leading service design firm – to identify the ‘pain points’ and needs experienced by the suppliers of a prominent facility management firm.


DURATION: 2017 – Closed


We extracted insights to perform a ‘reality check ’ and enable an enhancement of the relationship, through the tuning of workflows and the improvement of all the points of contact between the firm and its clients (such as the supplier web portal).
The research has been carried out through interviews in the field with selected suppliers.
In addition, we explored the usability of the supplier portal, collecting instances of shortcomings and identifying opportunities for improvement.


  • The collected results were analysed and shared with the EPOCA design team to create a ranked list of insights that will be used as an input for the evolution of the firm’s business processes.


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