Redefining the data onboarding experience of an IWMS

Uncovered barriers to understanding and trust through interviews and journey mapping.

Industry

Workplace management

Company

OfficeSpace

My role

Product Designer. Owner

The team

Project Manager, Sr Project Manager, 2 Client managers, Product Director

Research methods

Client Interviews, Journey mapping, Service Blueprinting

Deliverables

Insights, recommendations

Project Overview

Data set up. This was one of the most expressed pain points from our users: "I feel like my data isn't set up right to get the most out of OfficeSpace". Discomfort and confusion when having to provide multiple data points and having to manually upload their data from third party integrations to show up in OfficeSpace reports every week.

In the curse of the laters years, analytics was one of the top features and were C-Level exec saw the most opportunities for ROI. We knew data onboarding had the MOST IMPACT on the overall objective.

Team and Contributions

2 PMs, the Product Director and a Product Designer (me) started with a kick-off to clarify the boundaries of the project to be aligned on the project focus and objectives.

My role was leading the research, with one PM . We conducted user and internal collaborators interviews that shaped the journey maps. We built up a strategy to ease the implementation experience.

Key Findings

Journey Mapping. Key components and goals
Data Onboarding. Walk through the process and review journeys and takeaways
Facility Managers. How Journeys evolved into personas and profiles
Action Plan: Gather feedback from the team. Discuss and assign responsibilities to improve overall experience, and the product as well
Mapping a service blueprint to capture all of the actors and their sentiments

To see my most recent case studies from OfficeSpace, reach out at gloriana.et@gmail.com