Case Study: Senior Prospect Management
Senior Prospect Management (SPM) is a leasing management tool within the RealPage ecosystem specifically built for senior living properties. With a goal of ensuring the user’s needs are thoroughly addressed, I was tasked with leading the team in improving an application that demanded a complete overhaul and refresh.
Heuristic Review
To truly understand the purpose of the application, the product owner, UX researchers and I methodically navigated through the entire tool.
Observations
Lack of organization
Inconsistent navigation
Redundancy of features and functions
Created with no user experience in mind
Plan of action
Initial thoughts were to utilize the design library and apply new styling; however, upon workshopping, we saw an opportunity to use SPM as a foundation for all lease management products within the company. With unification and consistency in mind, we sought to improve old features, while incorporating new ones, and rework workflows.
Research
Once phase 1 of implementation was complete, we conducted user interviews with our leasing agent customers, allowing us to gather real-life insights, capture pain points and understand an average user’s day-to-day interaction with the product.
users expressed
-Functioning dashboards were critical to success.
-They need to easily manage customer profiles
-Quick view of pending actions and follow-up
Brainstorm & Wireframing
Using the comprehensive data and user feedback collected to guide my thinking, I sketched out potential dashboard ideas and established a new navigation architecture.
v1, v2, v3 …
With the input and feedback from users, I built a dashboard that allowed users to view their daily schedule, aggregate tasks and measure against important KPIs.
Prototyping
We landed on two designs we felt were ready for testing and created high-fidelity screens that would be testable in InVision.
User Testing
A select group of users were then prompted to test each design through a clickable demo and provide scores on their experiences based on usability, error avoidance, fulfillment of user needs and overall design.
Conclusion
Data-driven and user-based insights proved to be the key foundation to finding creative solutions. Cross-collaboration between the full team and all functions, including researchers, PMs and key-decision makers allowed me to view this project beyond this use-case and at a holistic level. Not only did this project act as a catalyst for unifying the RealPage ecosystem, but also helped create new components added to the Design UI Library.
