In collaboration with a Proptech cloud-based SaaS client that services operation managers in the co-working space industry, my team and I designed an automation module that helps users streamline and shape workflows anyway they want. As a team, we designed guidelines and systems that will be used as a benchmark for the client’s future iterations.
To comply with my non-disclosure agreement, I have omitted and obfuscated confidential information in this case study. All information in this case study is my own and does not necessarily reflect the views of the company.
The Problem
Operations Managers need a better way of management.
At any given time in the proptech sector, operation managers have multiple tenants to manage, build and maintain relationship with. In a co-working space, their workflows gets increasingly complex with repeated low-level tasks, such as checking tenants in, sending invoices, or even sending a birthday wish to tenants.
The Client Brief
To design a new software module (Wnything) that enables users to
create workflow automation & templates for the co-working space industry.
create workflow automation & templates for the co-working space industry.
For the purpose of this brief, it will be built for CoSpace (a co working space company). The final design solution may suggest third-party software integration for the automation.
The module must:
- Allow users to set their own rules for workflow
- Allow users to create messaging templates for emailing & notifications
- Provide a solution to the user stories provided
- Be aligned with the current platform’s design style
The module must:
- Allow users to set their own rules for workflow
- Allow users to create messaging templates for emailing & notifications
- Provide a solution to the user stories provided
- Be aligned with the current platform’s design style
Before jumping into any work, we set expectations with the client on the project deliverables, and subsequently, came up with our design strategy.
UX Design Strategy
DISCOVER - DEFINE - DEVELOP - DELIVER
From the get-go, we had a 2 major questions:
1. Why automation? Is that the best solution?
2. Are these 5 user stories built on user research?
As designing an automation module was a client requirement, we will not explore any other design solutions other than automation in this project. To aid us in designing an automation module, we must first understand “why automation?”. We consulted with the client, and understood that there are 2 main user benefits and 3 main business benefits of automation.
1. Why automation? Is that the best solution?
2. Are these 5 user stories built on user research?
As designing an automation module was a client requirement, we will not explore any other design solutions other than automation in this project. To aid us in designing an automation module, we must first understand “why automation?”. We consulted with the client, and understood that there are 2 main user benefits and 3 main business benefits of automation.
Next, we dug deeper into the given user stories.
We found out that these user stories were built on assumptions by the client. To validate these, we managed to arrange a first-hand user interview with 2 operations managers from CoSpace (a co working space company).
We found out that these user stories were built on assumptions by the client. To validate these, we managed to arrange a first-hand user interview with 2 operations managers from CoSpace (a co working space company).
After synthesizing our conversation using an affinity map, we could only validate 4 of 5 user stories. CoSpace shared that they currently do not have any processes for tenant checkout.
To answer the client’s brief, we will only focus on user stories that we have validated, i.e. User Stories 1, 2, 4, 5.
From our research, we developed a solution statement, a few HMWs, and a success metric to guide our design process.
The Solution
Ideation Process
In automation, a trigger refers to a rule or condition that the user can set in order to cause a secondary action. This secondary action could be sending an email or notifying someone.
For example:
“When” insert rule #1
“And if only” insert rule #2
“Then do this” insert triggered action
To begin our design process, we looked at the different types/styles of automation available in the market and drew out good/interesting features that we could adapt for our final design.
For example:
“When” insert rule #1
“And if only” insert rule #2
“Then do this” insert triggered action
To begin our design process, we looked at the different types/styles of automation available in the market and drew out good/interesting features that we could adapt for our final design.
We looked at a number of competitor and comparative brands that carried well known automation styles. This includes UpKeep, Re-Leased, Flexkeeping, Fiix, monday.com, and even mailchimp. We studied the different styles of automation and noticed that while monday.com provided the flexibility we require in automation, mailchimp had a customer journey feature that was more user friendly.
None of the current market-ready solutions above were able to meet the business needs of our client. Thus, we decided to ideate upon current market solutions to come up with fresh automation styles and ideas.
Virtual Design Workshop (FigJam)
We conducted a virtual design workshop together with our business stakeholders - including product lead and growth manager from our client. During our design workshop, we better understood the engineering capabilities and constraints of our client’s team. This is crucial as designing a highly flexible automation solution requires a significant amount of engineering effort.
A good automation solution requires finding the balance between meeting all user story requirements and corresponding engineering effort
After our design workshop, we developed a user flow for each user stories given by the client. We noticed that each user flow has similarities and overlapping types of decisions that users have to make and types of actions they want to carry out.
We created an overarching user flow that represents most workflows that users will need to take when creating an automated workflow in the PropTech sector.
We created an overarching user flow that represents most workflows that users will need to take when creating an automated workflow in the PropTech sector.
Putting Together The Final Solution
Recap The Client’s Brief:
To design a new software module (Wnything) that enables users to create workflow automation & templates for the co-working space industry.
To design a new software module (Wnything) that enables users to create workflow automation & templates for the co-working space industry.
To best suit our client’s business needs, we needed a design solution that is robust enough to demonstrate the flexibility that users can have to create all the workflows they need.
We decided to go ahead with a mix of automation styles wiht these few important features:
- a dashboard where users can view all their workflows at a glance and activate/deactivate the automation
- a workspace with guided visual prompts that will make it easier for non-technical users to create their automated workflow
- a “toolbox” with all necessary building blocks of rules and actions that users can mix-and-match to form their customised automation
We decided to go ahead with a mix of automation styles wiht these few important features:
- a dashboard where users can view all their workflows at a glance and activate/deactivate the automation
- a workspace with guided visual prompts that will make it easier for non-technical users to create their automated workflow
- a “toolbox” with all necessary building blocks of rules and actions that users can mix-and-match to form their customised automation
Client’s Feedback & Implementation
Designs to be used as benchmark for future iterations
In our final presentation and deliverables to our client, we presented to C-Suite executives including CEO and the product lead. Through our close working relationship, we have built a storng foundation for the client to implement the automation module in their future sprints.
As our client does not wish to carry out any usability testing at the moment, we have not carried out any tests. Nonetheless, the client was very pleased with the final design solution - Wnything, which they have hailed as their benchmark for automation.
As our client does not wish to carry out any usability testing at the moment, we have not carried out any tests. Nonetheless, the client was very pleased with the final design solution - Wnything, which they have hailed as their benchmark for automation.
Thank you for taking time to read this! 😊
I am open to UX/UI design projects.
Hit me up at estherong0105@gmail.com
Hit me up at estherong0105@gmail.com
