PROPERTY MANAGEMENT CRM
A seamless system to integrate the workflows of a social housing organisation
PROPERTY MANAGEMENT CRM
A seamless system to integrate the workflows of a social housing organisation
PROPERTY MANAGEMENT CRM
A seamless system to integrate the workflows of a social housing organisation
🏢 ABOUT
🏢 ABOUT
The Client
The Client
The Client
Cromwood Housing is a registered provider (RP) of social housing and as such is regulated by Homes England.
One of our most important roles in the sector is that of a conduit or an intermediary. They connect all the constituent pieces together to deliver social housing to the people who need it the most, when they need it the most.
Cromwood Housing is a registered provider (RP) of social housing and as such is regulated by Homes England.
One of our most important roles in the sector is that of a conduit or an intermediary. They connect all the constituent pieces together to deliver social housing to the people who need it the most, when they need it the most.
🧑💻 MY ROLE
🧑💻 MY ROLE
Experience Designer
Experience Designer
Experience Designer
Discovery and requirements gathering
Discovery and requirements gathering
Stakeholder Interviews
Stakeholder Interviews
Stakeholder Interviews
Visual direction and UI design
Visual direction and UI design
Visual direction and UI design
Prototyping and style guide creation
Prototyping and style guide creation
Prototyping and style guide creation
Design QA
Design QA
Design QA
🤔 BUSINESS CHALLENGE
🤔 BUSINESS CHALLENGE
How can we combine all the essential features required for day-to-day activities?
How can we combine all the essential features required for day-to-day activities?
How can we combine all the essential features required for day-to-day activities?
Arthur Online was used to manage all the properties and tenants' data.
Arthur Online was used to manage all the properties and tenants' data.
Arthur Online was used to manage all the properties and tenants' data.
QuickBooks was being used to manage the financials and reporting.
QuickBooks was being used to manage the financials and reporting.
QuickBooks was being used to manage the financials and reporting.
Pipedrive was used to manage communication with the tenants and landlords as a CRM
Pipedrive was used to manage communication with the tenants and landlords as a CRM
Pipedrive was used to manage communication with the tenants and landlords as a CRM
Misc
Miscellaneous other tools were used to do the tasks that were not available there.
Miscellaneous other tools were used to do the tasks that were not available there.
Miscellaneous other tools were used to do the tasks that were not available there.
🔍 STAKEHOLDER INTERVIEWS
🔍 STAKEHOLDER INTERVIEWS
Capturing business goals, user needs and technical constraints
Capturing business goals, user needs and technical constraints
Capturing business goals, user needs and technical constraints
Design a system that can cover all aspects of day-to-day activities.
Design a system that can cover all aspects of day-to-day activities.
Design a system that can cover all aspects of day-to-day activities.
Tool should be easy to use for people aged 30-50 years.
Tool should be easy to use for people aged 30-50 years.
Tool should be easy to use for people aged 30-50 years.
The said tool should have all the features yet designed in a way that its faster to develop.
The said tool should have all the features yet designed in a way that its faster to develop.
The said tool should have all the features yet designed in a way that its faster to develop.
✍🏻 GETTING HANDS DIRTY
✍🏻 GETTING HANDS DIRTY
How I started working towards the solution?
How I started working towards the solution?
How I started working towards the solution?
My priority for the product was to ensure ease of use and localization. The tool needed to be intuitive for everyone, regardless of their origin or experience. To empathize with such a varied user group, I created "proto personas" based on my expertise and assumptions. These served as a starting point to understand user needs, challenges, and potential solutions.
Subsequently, I created a moderate user group to conduct research, verify, and modify my assumptions about their pain points.
My research encompassed:
Understanding the user goals and needs
Uncovering pain points with the existing user journey
Determining the success of the tasks measured
Leveraging this research data, I developed a roadmap outlining the next steps through efficient brainstorming and prioritization. This plan focused not only on the final product's impact but also on how prioritizing certain features at different stages of the final design process would enable the product to be more useful.
My priority for the product was to ensure ease of use and localization. The tool needed to be intuitive for everyone, regardless of their origin or experience. To empathize with such a varied user group, I created "proto personas" based on my expertise and assumptions. These served as a starting point to understand user needs, challenges, and potential solutions.
Subsequently, I created a moderate user group to conduct research, verify, and modify my assumptions about their pain points.
My research encompassed:
Understanding the user goals and needs
Uncovering pain points with the existing user journey
Determining the success of the tasks measured
Leveraging this research data, I developed a roadmap outlining the next steps through efficient brainstorming and prioritization. This plan focused not only on the final product's impact but also on how prioritizing certain features at different stages of the final design process would enable the product to be more useful.
My priority for the product was to ensure ease of use and localization. The tool needed to be intuitive for everyone, regardless of their origin or experience. To empathize with such a varied user group, I created "proto personas" based on my expertise and assumptions. These served as a starting point to understand user needs, challenges, and potential solutions.
Subsequently, I created a moderate user group to conduct research, verify, and modify my assumptions about their pain points.
My research encompassed:
Understanding the user goals and needs
Uncovering pain points with the existing user journey
Determining the success of the tasks measured
Leveraging this research data, I developed a roadmap outlining the next steps through efficient brainstorming and prioritization. This plan focused not only on the final product's impact but also on how prioritizing certain features at different stages of the final design process would enable the product to be more useful.
A port of the user-flow diagram what also works as a rough information architecture diagram
💥
Impact
Impact
Impact
The released version of the dashboard was well-received by almost all users in the heuristic group and at release, with 90% user approval. Though a success, the team believed there was room for improvement. We considered this in the initial stages of project considering it's vastness.
The things that I iteratively improved on were:
Standardized naming conventions so that each item in the platform is connected and does not confuse the users (initially I had named few items differently in different modules without noticing which came back to me while testing with users)
Creating a centralized main navigation hub where users can reach all product aspects within two clicks.
The released version of the dashboard was well-received by almost all users in the heuristic group and at release, with 90% user approval. Though a success, the team believed there was room for improvement. We considered this in the initial stages of project considering it's vastness.
The things that I iteratively improved on were:
Standardized naming conventions so that each item in the platform is connected and does not confuse the users (initially I had named few items differently in different modules without noticing which came back to me while testing with users)
Creating a centralized main navigation hub where users can reach all product aspects within two clicks.
The released version of the dashboard was well-received by almost all users in the heuristic group and at release, with 90% user approval. Though a success, the team believed there was room for improvement. We considered this in the initial stages of project considering it's vastness.
The things that I iteratively improved on were:
Standardized naming conventions so that each item in the platform is connected and does not confuse the users (initially I had named few items differently in different modules without noticing which came back to me while testing with users)
Creating a centralized main navigation hub where users can reach all product aspects within two clicks.
🔑
Takeaways
Takeaways
Takeaways
Some key takeaways from this project are:
Create a strategic MVP plan to handle out-of-scope requests, preventing project derailment and delivering a quality product on time.
User testing is iterative. Design constantly improves the user experience. Always find ways to collect and listen to user feedback.
Involve engineering upfront to reduce rework. Understanding technical limitations early informs design strategy.
Some key takeaways from this project are:
Create a strategic MVP plan to handle out-of-scope requests, preventing project derailment and delivering a quality product on time.
User testing is iterative. Design constantly improves the user experience. Always find ways to collect and listen to user feedback.
Involve engineering upfront to reduce rework. Understanding technical limitations early informs design strategy.
More Projects
More Projects
