Overview
Created a customer platform prototype for a facilities management provider, applying service design disciplines to validate a tenant self-service concept before committing to full development investment. Delivered user research with building occupiers, prototype design for service request management and account access, and structured user testing to identify what drives adoption.
Who This Is For
Facilities management providers, property management companies, or real estate service businesses with 200-2,000 employees seeking to develop digital self-service capability for building occupiers, tenants, or clients. Common traits: customers increasingly expecting digital self-service for service requests, account management, and information access, and a need to reduce service costs through digital channels without degrading customer experience.
The Challenge
The facilities management provider serves building occupiers and tenants who increasingly expect digital self-service for routine interactions - service requests, fault reporting, access management, and account information. Current service delivery is heavily dependent on phone and email contact, creating high operational cost and inconsistent customer experience. Developing a customer platform requires understanding what tenants and occupiers actually want to do digitally before committing to build - a lesson the facilities sector has learned expensively from low-adoption portals.
What We Propose
User Research - Research with building occupiers and tenants understanding the service interactions they most want to manage digitally and the barriers to digital adoption. Service Design - Mapping of target self-service journeys for priority use cases including service requests, fault reporting, scheduling, and account management. Platform Prototype - Low and high-fidelity prototype of the customer platform for priority self-service scenarios testable with real occupiers before development investment. User Testing & Validation - Structured testing of platform prototype with target users identifying what drives adoption and satisfaction. Business Case - Commercial model including cost-to-serve reduction, adoption projections, and development investment requirements for the validated platform concept.
Why It Matters
Adoption by design - A platform built around what tenants and occupiers actually want to do digitally not what the organisation wants them to do. Cost-to-serve reduction - Digital self-service that genuinely reduces operational cost by handling routine interactions without manual intervention. Development risk reduction - Platform concept validated with real users before significant development investment. Customer experience improvement - Self-service capability that improves tenant and occupier satisfaction alongside operational efficiency.
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