Get Movin

Self-initiated Business Pitch to JLL

Role

Sole UX Designer

Company

Business Development Pitch to Jones Lang LaSalle Property Consultants Pte Ltd (JLL)

Tools Used

Adobe XD, Figma, Google Survey

Timeline

4 weeks in Jul-23

PROJECT OVERVIEW

A web application designed for Managing Corporate Office Relocation Projects

Context

Due to the Covid-19 pandemic, corporate companies are redefining office needs and downsizing to cut costs amid the rise of remote work. As a Move Manager at JLL, I identified the business opportunity to expand our company's relocation management portfolio during that period of time.

Problem

The current process adopted to manage corporate office relocation project was too inefficient, administratively burdensome, and not easily scalable, thus necessitating a need for change in order to achieve this business goal.

Solution

A web application designed to manage corporate office relocation project by reducing the manual administrative tasks and provide a platform for feedback and support between various stakeholders.

DISCOVERY

The Problem

Through my personal experience as a Move Manager in JLL, I have noticed that the current relocation process is manual, time-consuming, and inefficient for all three key stakeholders involved, especially the Move Champions.

Move Manager onboards

Creates Move Schedule

Business Engagement

Data Collection & Inventory Management

Pre-Move Preparation

During Move

Post-Move Support

Move Manager

Move Champion

Move Vendor

Plans and executes the relocation project
Key point of contact between the Move Champion and Move Vendor

Represents their business units as point of contact with the Move Manager
Data collection, inventory management, and preparation of business units before and after the move

Delivery of packing boxes/ materials
Relocation of packed boxes from point A to B based on seating plan
Provides post-move support on first day of business

Unlike the Move Manager and Move Vendor who are commissioned to provide relocation management services, the Move Champions are typical company staff who have volunteered or been appointed for the role. Yet, they often go through the most administrative part of the process which causes them to lose time and energy for their actual day job.

This sparked the question - why isn't there a better solution to this largely manual process?

RESEARCH

Feedback Survey

With the goal of understanding the key challenges faced by a Move Champion, I issued a feedback survey form to an existing client company to gather feedback from their staff who were appointed as a Move Champion during their recent office relocation.

I analysed the users' responses and grouped them into common themes as such:

Current State User Journey

Based on the responses of the feedback survey, I mapped out the current state user journey of a Move Champion to have a clearer understanding of their sentiments and pain points throughout the project lifecycle. The opportunities and business goals were then identified at each stage to justify the need for this product.

Actionable Insights

The findings from the feedback survey responses and current state user journey guided me to focus on the challenges faced by Move Champions during the pre-move stage as that is when the users felt the most frustration due to high administrative load.

The following three actionable insights were identified to set out a clear scope that this web application is aiming to solve at this stage:

Visibility and clarity on the relocation process.

Reduce manual administrative tasks.

Provide a platform for support and feedback.

DEFINE

Primary Persona

The primary target user of this web application will be the Move Champions. A persona of this primary user is created to allow the business to have better visualisation of how this web application may benefit our clients.

HOW MIGHT WE

Reduce the administrative workload on Move Champions and increase efficiency in the overall move process?

IDEATE AND TEST

Paper Wireframes and Low Fidelity Prototype

I started off with sketching paper wireframes for how to meet the needs of the user persona identified. Once I had a visual direction of the layout, I began to add more details and turning the sketches into low fidelity wireframes using Adobe XD. Creating these wireframes helped me to focus on the information hierarchy before applying visual styles.

In order to test the main features of my prototype, I carried out usability testing internally with two other Move Managers in JLL as I was unable to reach out to the client users for testing purposes.

Usability Issue #1

Problem

Users felt that the list view on dashboard page is too long and overwhelming.

Countdown to upcoming event and actual move does not provide a good overview of how much time there is left for them to complete the tasks.

Before testing

Improvement

I changed the list into a kanban board which provides a better flow and visualisation.

I added a project timeline indicating the key milestone dates to improve user's knowledge of the upcoming events.

After testing

Usability Issue #2

Problem

User felt overloaded with information when looking at the move schedule page as it included information on the entire company's move plan.

The move schedule also missed out crucial information such as briefing sessions and packing materials delivery dates.

Before testing

Improvement

Instead of list view, I changed the main view into a calendar with specific dates marked out to draw user's attention to it.

Users are also able to hover on each date to see more details, reducing confusion and ambiguity.

After testing

FINAL SOLUTION

High Fidelity Prototype

While initially working on Adobe XD, I later on transitioned to Figma for creating high fidelity prototype.

In my business pitch presentation to JLL Project & Development Services (PDS) department head in end-July 2023, I showcased the following three key features that best represented the the problem that I was trying to solve in this project. The initiative was well received and is currently under review by upper management.

Checking off task list page dashboard page.

This demonstrates how the Move Champions can better keep track of their to-do tasks without worrying that they may have missed something during the briefing sessions.

Request for change in move dates.

Upon submitting the change request in the system, the Move Manager can review and respond accordingly. This helps to reduce the back and forth emails if done so manually.

Raise support ticket to the Move Vendor.

Instead of physically scrambling around the new office space to look for help, this system automatically assigns user's support tickets to each Move Vendor depending on the type of support. This saves time for both stakeholders and allows the Move Manager to easily keep track of open tickets.

RETROSPECTIVE

Learnings

The process of validating my initial problem discovery using user research was a good learning experience and it allowed me to put my classroom learnings into practice.

Creating prototypes using both Adobe XD and Figma allowed me to learn the basics of this software in a short period of time.

As the main purpose of this project is to pitch the idea to my company, I learnt to narrow down my scope and focus on the areas that would make the most business impact and be easily scalable if the idea is adopted.

With more time, I would......

Expand "Get Movin" to the secondary users - Move Managers and Move Vendors - to create a full package that could be pitched to all stakeholders involved.

Conduct more rounds of usability testing with actual primary users to explore how these prototypes could be improved.

Improve the user interface design through brand personality.

Thank you for reading!

If you have any feedback or want to collaborate, please get in touch with me via email or linkedin.