Occupant Experience
Occupant Experience
Introduction & User Pain Points
Introduction & User Pain Points
Imagine battling an office thermostat stuck on arctic blast while colleagues swelter, struggling to find a meeting room amidst a booking frenzy, or fumbling with access cards just to grab a coffee. These are just some of the daily frustrations faced by many commercial building occupants. But what if there was a better way?
Introducing the Occupant Experience (OE) app, your pocket-sized portal to a seamless and personalized building experience. Gone are the days of discomfort, wasted time, and access hassles. With OE, occupants take control.
Imagine battling an office thermostat stuck on arctic blast while colleagues swelter, struggling to find a meeting room amidst a booking frenzy, or fumbling with access cards just to grab a coffee. These are just some of the daily frustrations faced by many commercial building occupants. But what if there was a better way?
Introducing the Occupant Experience (OE) app, your pocket-sized portal to a seamless and personalized building experience. Gone are the days of discomfort, wasted time, and access hassles. With OE, occupants take control.
Comfort with a click
Comfort with a click
Adjust temperature, lighting, and other environmental settings to your preferences, creating a personalized oasis within the shared space.
Adjust temperature, lighting, and other environmental settings to your preferences, creating a personalized oasis within the shared space.
Booking made easy
Booking made easy
Secure meeting rooms, desks, and other shared spaces with just a few taps, eliminating scheduling conflicts and wasted time.
Secure meeting rooms, desks, and other shared spaces with just a few taps, eliminating scheduling conflicts and wasted time.
Visitor Management
Visitor Management
Pre-register & control access for a smooth guest experience. while ensure building safety with digital access control.
Pre-register & control access for a smooth guest experience. while ensure building safety with digital access control.
Hybrid Work
Hybrid Work
Connect with colleagues in-person & virtually for efficient teamwork.
Connect with colleagues in-person & virtually for efficient teamwork.
Maintenance Requests
Maintenance Requests
Submit & track maintenance requests with photos & real-time updates.
Submit & track maintenance requests with photos & real-time updates.
Access on demand
Access on demand
Smoothly enter doors, unlock shared spaces, and navigate seamlessly with digital key management.
Smoothly enter doors, unlock shared spaces, and navigate seamlessly with digital key management.
Visitor Management
Pre-register & control access for a smooth guest experience. while ensure building safety with digital access control.
Access on demand
Smoothly enter doors, unlock shared spaces, and navigate seamlessly with digital key management.
The plan
The plan
This case study dives into the development process of the OE app, exploring the challenges it addresses, the design decisions behind its features, and the impact it aims to have on the future of occupant experience in commercial buildings.
This case study dives into the development process of the OE app, exploring the challenges it addresses, the design decisions behind its features, and the impact it aims to have on the future of occupant experience in commercial buildings.
User Research & Understanding
User Research & Understanding
Persona: Understanding the "who" was paramount
Persona: Understanding the "who" was paramount
We identified various personas interacting with the product at different stages, meticulously mapping their goals, needs, tasks, pain points, and resources. This in-depth analysis provided a clear picture of their unique perspectives and expectations.
Occupant
Facility Manager (Tenant)
Guest Relation Executive (GRE)
Property Manager (Building owner)
Installer
Human Resources (HR)
We identified various personas interacting with the product at different stages, meticulously mapping their goals, needs, tasks, pain points, and resources. This in-depth analysis provided a clear picture of their unique perspectives and expectations.
Occupant
Facility Manager (Tenant)
Guest Relation Executive (GRE)
Property Manager (Building owner)
Installer
Human Resources (HR)
Stakeholder mapping
Stakeholder mapping
Expanding our lens, we integrated identified personas into a broader stakeholder map. This map encompassed all individuals and entities involved, revealing their potential contributions, optimal level of engagement, and key contact points for smooth collaboration.
Expanding our lens, we integrated identified personas into a broader stakeholder map. This map encompassed all individuals and entities involved, revealing their potential contributions, optimal level of engagement, and key contact points for smooth collaboration.
Competition Research
Competition Research
We dived deep into the market, dissecting our competition. (Insert picture on left). Each competitor was meticulously analyzed, their features mapped, and unique offerings extracted. (Insert picture on right). This extensive comparison provided valuable insights, allowing us to cherry-pick the best solutions and identify potential gaps to fill.
We dived deep into the market, dissecting our competition. (Insert picture on left). Each competitor was meticulously analyzed, their features mapped, and unique offerings extracted. (Insert picture on right). This extensive comparison provided valuable insights, allowing us to cherry-pick the best solutions and identify potential gaps to fill.
Research insights
Research insights
To truly grasp the occupant experience, we conducted interviews with 10 occupants, 4 facility managers, and 2 HR employees from diverse companies and our own User Testing tool. These sessions delved into their daily routines, motivations, and challenges, further enriched by an in-person visit to our Honeywell office site for interviews and facility exploration.
To truly grasp the occupant experience, we conducted interviews with 10 occupants, 4 facility managers, and 2 HR employees from diverse companies and our own User Testing tool. These sessions delved into their daily routines, motivations, and challenges, further enriched by an in-person visit to our Honeywell office site for interviews and facility exploration.
Occupant Motivations
Occupant Motivations
Balance work and personal life: Occupants seek flexibility in choosing when and where they work within the office (pre-pandemic vs. pandemic).
Collaboration and social interaction: Occupants value in-person interaction with colleagues and want to return to the office for this purpose, especially when working on tasks requiring teamwork.
Change of environment: Occupants appreciate a change of scenery from working at home and want to use the office for focused work.
Balance work and personal life: Occupants seek flexibility in choosing when and where they work within the office (pre-pandemic vs. pandemic).
Collaboration and social interaction: Occupants value in-person interaction with colleagues and want to return to the office for this purpose, especially when working on tasks requiring teamwork.
Change of environment: Occupants appreciate a change of scenery from working at home and want to use the office for focused work.
Occupant Pain Points
Occupant Pain Points
Difficulties booking meeting rooms: Occupants struggle to find available meeting rooms, especially during peak times, and are frustrated when rooms are booked but not being used.
Lack of clarity on meeting room location: Occupants waste time searching for meeting rooms after booking them.
Amenities and equipment issues: Occupants find some amenities lacking, such as comfortable break areas, and encounter problems with equipment not working in meeting rooms.
Unclear process for reporting maintenance issues: Occupants are confused about who to contact to report maintenance issues.
Difficulties booking meeting rooms: Occupants struggle to find available meeting rooms, especially during peak times, and are frustrated when rooms are booked but not being used.
Lack of clarity on meeting room location: Occupants waste time searching for meeting rooms after booking them.
Amenities and equipment issues: Occupants find some amenities lacking, such as comfortable break areas, and encounter problems with equipment not working in meeting rooms.
Unclear process for reporting maintenance issues: Occupants are confused about who to contact to report maintenance issues.
Facility Manager Pain Points
Facility Manager Pain Points
Managing multiple software tools: Facility managers are overwhelmed by the number of software tools they need to use to manage the office space.
Manual data extraction: Facility managers spend a lot of time manually extracting data from reports generated by various software tools.
Difficulty tracking maintenance requests: Facility managers struggle to keep track of building and maintenance issues reported through different channels.
Limited visibility into space utilization: Facility managers lack data on how office space is being used, making it difficult to optimize resource allocation.
Managing multiple software tools: Facility managers are overwhelmed by the number of software tools they need to use to manage the office space.
Manual data extraction: Facility managers spend a lot of time manually extracting data from reports generated by various software tools.
Difficulty tracking maintenance requests: Facility managers struggle to keep track of building and maintenance issues reported through different channels.
Limited visibility into space utilization: Facility managers lack data on how office space is being used, making it difficult to optimize resource allocation.
Opportunities
Opportunities
Integrated space management system: Develop a single software platform to streamline all aspects of space management, including desk and meeting room booking, amenity reservation, and maintenance request reporting.
Real-time room availability: Implement a system that displays real-time availability of meeting rooms to avoid double-booking and wasted time.
Improved room booking experience: Include clear location information for meeting rooms within the booking system.
Centralized maintenance request system: Create a central platform for occupants to report maintenance issues and for facility managers to track and resolve them.
Data-driven space optimization: Utilize data on space utilization to optimize office layout and resource allocation.
Integrated space management system: Develop a single software platform to streamline all aspects of space management, including desk and meeting room booking, amenity reservation, and maintenance request reporting.
Real-time room availability: Implement a system that displays real-time availability of meeting rooms to avoid double-booking and wasted time.
Improved room booking experience: Include clear location information for meeting rooms within the booking system.
Centralized maintenance request system: Create a central platform for occupants to report maintenance issues and for facility managers to track and resolve them.
Data-driven space optimization: Utilize data on space utilization to optimize office layout and resource allocation.
Areas of focus
Areas of focus
Ideas flowed freely during our brainstorming session, generating a comprehensive list of features that could enhance the occupant experience. These features were then meticulously grouped, scrutinized, and prioritized. Non-feasible or low-priority options were discarded, resulting in a refined list tailored to our development timeline and resource constraints.
Ideas flowed freely during our brainstorming session, generating a comprehensive list of features that could enhance the occupant experience. These features were then meticulously grouped, scrutinized, and prioritized. Non-feasible or low-priority options were discarded, resulting in a refined list tailored to our development timeline and resource constraints.
Primary focus
Primary focus
Secondary focus
Secondary focus
Information Architecture
Information Architecture
Wireframes
Wireframes
Ideal scenario concepts
Ideal scenario concepts
With a focus on commercial real estate, finding users was a breeze. We conducted usability testing with 15 employees using mid-fidelity wireframes, employing A/B testing to identify the most user-friendly and intuitive UI design.
With a focus on commercial real estate, finding users was a breeze. We conducted usability testing with 15 employees using mid-fidelity wireframes, employing A/B testing to identify the most user-friendly and intuitive UI design.
Iteration #1
Iteration #1
Iteration #2
Iteration #2
Hybrid meeting view
Hybrid meeting view
Hybrid handling
Hybrid handling
Desk booking management
Desk booking management
Framework
Framework
Testing and analysis led us to a minimal user flow structure with two key branches: Events and Actions. This approach aimed to enhance user experience for most interactions within the app.
Testing and analysis led us to a minimal user flow structure with two key branches: Events and Actions. This approach aimed to enhance user experience for most interactions within the app.
Final Design Implemented: Phase #1
Final Design Implemented: Phase #1
Comfort controls
Comfort controls
Outcomes & Future Scope
Outcomes & Future Scope
The OE app's foundation was successfully built, incorporating two core features: comfort control and access management. While business considerations currently pause further development, a solid plan awaits, backed by extensive research and prioritized features, ready to propel the app forward when the time is right.
The OE app's foundation was successfully built, incorporating two core features: comfort control and access management. While business considerations currently pause further development, a solid plan awaits, backed by extensive research and prioritized features, ready to propel the app forward when the time is right.