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UX Design Strategy, High-Fidelity Design
From start to finish, I helped Second Nature's go from a service product managed by telephone, from a fully fledged digital suite of products for Property Managers and Tenants.
Summary
The Road to creating a Resident Experience Platform (RXP)
Scope of Work
I helped gather all requirements in order to build PRDs and build a complete roadmap of the application.
01
By knowing what our competitors / potential competitors are doing, I did meticulous research in order to understand what was the main need in the market, and how it would fit with the current stack of technologies in the market.
02
In order to start getting a grasp of how big the product would be, I started from paper creating wireflows with an initial idea of the information and functionalities.
03
Created the whole product information architecture, planning exhaustively how data would be presented intuitively for Property Managers to understand.
04
After information was defined, I created more detailed wireframes, showing proper layouts, information distribution, and validating with stakeholders
05
I constantly lead User Research in order to validate our designs with stakeholders, and test prototypes to make sure they were easy to user and cathered to their needs
06
After all the strategy was done and a basic structure of the application was created, the design team started creating high-fidelity designs to turn it into a reality.
07
The Challenge
Starting from Scratch
Second Nature's Resident Benefit Package(RBP) offered a "triple-win" for residents, owners, and property managers by bundling essential services like insurance and pest control. However, there was no platform for property managers to customize services or manage leases easily, nor could residents personalize or manage their benefits packages.
My challenge was to create a solution that empowered both property managers and residents to tailor and control their RBP effectively. So we got right into it.
The Process
Discovery
Workshop meetings were scheduled, Sharpies were ready, and we were ready to start.
Discovery process lasted around a month, with long 3-hour sessions with the C-Suite executives, where we started coming up with the basic diagram for what now would be RXP (Residents Experience Platform).
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
