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Product Design
Command Center is an up and coming internal tool for Second Nature's staff, designed to help manage all services enrolled within Residents and Property Management Companies.
Summary
Command Center was the internal take for all things residents, enrollments, and PMC Information. I was in charge of quick starting the design process and see it through it's launch.
Scope of Work
Lead the UX Research efforts, meeting and presenting with stakeholders, and guiding workshops in order to gather requirements and PRDs.
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Gathered information, and based on best practices arranged the whole structure of information for users.
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When requirements were set (but constantly changing), I created wireframes and prototype to validate ideas and information layout.
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Created the high-fidelity designs based on the created documents and constantly iterated with the heads of the involved areas (Sales, Customer Success, Customer Service, Data Management)
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The Challenge
Starting from Scratch
After the initial launch of Second Nature's first digital products, things were running smoothly.
However, there was a growing need for internal SN's staff (Account, Data, Customer Service and Customer Success Managers alike) for managing Resident's Enrollments and PMC information in a united platform.
This was a huge task, that was assigned to me, in order to transform a very basic product -a Django simple database viewer that was holding all the information-, to a "Command Center" that automated data ingestion an improved the tracking of services enrolled related to Residents and their PMCs.
The Process
Discovery
With a discovery ahead of us, me and the Product Owner started setting the groundwork for the initial requirements, and discovery sessions with stakeholders.
CC was an extremely complicated product, with a very specific type of users. Our task was to get as much information from them as possible, to build a product cathered to their needs, for an easier rate of adoption.
The Process
Minimum Desirable Product
After these sessions, we started creating the skeleton of the full suite of products that Second Nature would offer.
A whole suite of products was being born. An app for residents to manage their lease and services, a platform for Property Managers to manage all their leases and tenants, and an internal tool for Second Nature to keep track of everything.
Road to Completion
Wireframing and testing
All the hard work paid off in the end, and we started to see the light at the end of the tunnel. Wireframes and prototypes were created, the team was getting bigger, and we were ready to start testing. With a Mid-Fi working prototype ready, it was time to test with our main users: Property Managers. We set off to a NARPM Conference (National Association of Property Managers), and did 1 hour interviews with approximately 15 Property Managers from all over the country.
The Process
Back to the Drawing Board
With some small iterations based on the user feedback we analyzed and discovered, the first phase was almost over.
After 6 months of working along the UI Designer, and a big development team of 18 people, we shipped the first iteration of the product.
It took extensive QA work, but RXP (now renamed ROS) was delivered for both Property Managers and Residents, and I moved on to creating a new internal tool for Second Nature's Staff called "Command Center", in order to manage the inner workings of this platform.
The Results
Making it Happen
After all the qualitative data and requirements were set, I started creating high fidelity designs, and developers started to get their hands dirty. Command Center, under my design lead, grew to be a very complex and data-driven app, specialized for Second Nature's staff and saving about 60 hours/month per employee, saving potentially millions of dollars, by automating enrollment processes.
