Enabling the Admin Experience
Introduction
This case study details the redesign of the Tenant Center Admin dashboard for Healthcare Realty, aimed at enhancing the functionality and efficiency of the platform used by tenants to access critical building information, pay rent, and submit service requests
Problem
Feedback from users revealed several issues with the existing Tenant Center Admin dashboard:
Slow Workflow: Users experienced delays, contributing to a frustrating experience.
Unintuitive Editing Process: The process for updating site content was complex and prone to errors, especially during handovers.
Lack of Standardization: The absence of a standardized content intake process led to inconsistencies and inefficiencies.
Goal
The primary objective was to streamline the Tenant Center Admin dashboard to make it more user-friendly, reduce operational costs, and enhance the ability for timely and accurate content updates. This involved rethinking the workflow to minimize errors and maintenance time.
Impact
Reduced Update Time: The time required to build out new sites and update existing ones was reduced from days to minutes.
Cost Savings: Achieved approximately $240,000 in annual maintenance cost savings across 400 buildings.
Customization Capability: Enabled global or local customization of content based on the building location, enhancing relevance and user engagement.
The Process
User Feedback and Analysis: Started by gathering and analyzing user feedback to identify critical pain points and areas for improvement.
Affinity Mapping: Utilized affinity mapping to determine common data points and relationships, guiding the restructuring of the dashboard.
Prototyping and Testing: Developed prototypes of the new dashboard, conducting iterative tests to refine functionality and user interaction.
WordPress Development: Engineered a custom WordPress Multisite Theme to be easily modified by the Tenant Relations Coordinator.
Final Designs
The redesigned Tenant Center Admin dashboard included:
Simplified Workflow: Reduced the number of steps required to update and publish content, minimizing gaps where errors could occur.
Standardized Inputs: Introduced a standardized form for property managers to submit information, ensuring consistency across the platform.
Enhanced Dashboard Interface: Although slightly more complex due to the new platform, the dashboard was reorganized to group related custom fields, improving the efficiency of content updates.
What we've learned
Leveraging Existing Tools: By utilizing existing tools and flow patterns within our design system, the project avoided unnecessary complexity and ensured compatibility with current technologies.
Future Challenges: Identified additional areas for improvement, such as updating management office data and enhancing tenant engagement through the platform.
What's Next?
Looking forward, the project has set the groundwork for further enhancements:
Data Accuracy: Developing a system to ensure the constant accuracy of management office data.
Tenant Engagement: Exploring ways to use the Tenant Center to foster greater interaction between property managers and tenants.