BHMC property management platform
I spearheaded the design of a property management solution for a floating home community, turning resource intensive physical processes into frictionless digital flows.
ROLE
UX lead
TIMELINE
9 months
COLLABORATED WITH
2 PMs, Owner
ROLE
Visual design, user flows, prototyping, interaction design, qualitative & quantitative UX research.
COMPONENT PREVIEW
TLDR:
Challenge Identified:
Catering to the diverse needs of four distinct user groups to overhaul an entirely in-person system of property management to streamline operations digitally.
Action Taken:
Initiated and led the development of a custom commercial real estate property management platform. This encompased payment systems, support ticketing, brand identity, and communication channels.
My Impact:
Increased the Net Promoter Score (NPS) by 9 points, and saved the company $36,000 annually. This project set the stage for $23M of growth in company value, and reduced time to task by 78%
Key Learnings:
Emphasized the iterative nature of product development, navigating the exhilarating challenges of designing for multiple user groups while prioritizing continuous improvement.
INCEPTION AND PROCESS
Management hadn’t created a product vision, so I pitched one.
In a meeting about our new waterfront property, management expressed interest in a digital property management platform. Taking the initiative, I pitched a vision for the solution, securing the UX lead position from both management and ownership.
USER JOURNEY PROBLEM
Physical processes wasted considerable time and money.
Certain Management practices were stuck in the early 2000s. Payments by check and in-person maintenance requests were the norm, there was high resistance to adopting digital solutions, costing both users and management countless hours due to reluctance, lack of support in learning, or a more modern solution.
VISUAL AND USABILITY PROBLEMS
Legacy digital solutions created immense tension.
The website was not capable of facilitating payments, communication between tenants and management, brand image, or service tickets.
THE WEBSITE I STARTED WITH
SOME VISUAL ISSUES
RESEARCH PHASE OVERVIEW
Serving four user groups with one solution?
Certain Management practices were stuck in the early 2000s. Payments by check and in-person maintenance requests were the norm, there was high resistance to adopting digital solutions, costing countless hours due to reluctance and lack of support in learning.
WHAT RESEARCH I DID:
KEY LEARNINGS:
RESEARCHING USER GROUPS
Skeptical users, between 52-75 with little appetite for new technology.
As skeptics, The users I was building for expressed having little appetite for change and learning new technology, and the lost to adopt technology. This meant that there were even higher stakes and friction with the transition into a digital property management solution.
75% OF MY USER GROUP WERE SKEPTICS
ITERATIVE CONCEPT TESTING
Testing a payment solution to meet accessibility & visual identity requirements.
Certain Management practices were stuck in the early 2000s. Payments by check and in-person maintenance requests were the norm, there was high resistance to adopting digital solutions, costing countless hours due to reluctance and lack of support in learning
DECISION MAKING • SOLUTION PHASE
Philosophy and drivers of the Final solution.
My design decisions were supported by my research above, rigorous testing with users, and a focus on creating seamless interactions with feature flows for all user groups.
SOLUTION • SOLUTION PHASE
Tasks now take 3 minutes, not 3 hours.
Certain Management practices were stuck in the early 2000s. Payments by check and in-person maintenance requests were the norm, there was high resistance to adopting digital solutions, costing countless hours due to reluctance and lack of support in learning
Our innovative solution not only saved $36,000 annually but also turbocharged our property management team's productivity. With the implementation of our system, two property managers now effortlessly juggle 4 properties, doubling their capacity. Plus, our NPS score soared by 9 points, and we slashed time-on-task by 78%! It's not just an upgrade, it's a revolution in efficiency and tenant satisfaction.
KEY IMPACT METRICS • IMPACT PHASE
