Property Management Group Vertical Mobile App

Phunware

2017

Introducing a mobile solution for enhancing the luxury living experience of PMG residents.

Property Management Group Vertical Mobile App

We teamed up with Property Market Group to launch an app that caters to residents to looking to enhance their luxury living experience while staying at high rise condos. Users can use the app to enable keyless entry, add and remove visitors, setup thermostat away/home controls and more. I was tasked with structuring the information architecture, creating a system for various branding to flow in and out and delivering final designs for the app.

The Problem

User Expectation

Over 75% of new residents inquire about inclusions of smart locks, thermostats and other technology when looking to lease a condo or high-rise apartment as it is an expectation for the price point.
Putting in a repair request and then having to follow up via email or phone is cumbersome. It takes too long and can ruin a resident's experience.

Opportunity

Providing a mobile app to residents enhances communication between building management, maintenance and valet.
Creates potential to attract new customers, enticing them to sign a lease
Builds brand awareness and consistency across suite of residences included in the portfolio

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I met with key stakeholders from Product, Engineering and Business to present key findings from user testing so we could align on a differentiated storefront. I showcased the pros and cons of each approach and we collectively aligned on a differentiated storefront. This ensures:

No cart conflict when checking out separately
No confusion between fulfillment promises
Clear and logical ingress and egress points that enables customers to orient themselves
Alignment with customers primary mission to order catering
Browse, search and filtering UX is for the catering menu only

Through a mix of user testing and generative research, we uncovered the distinct needs of the catering customer. The insights compelled us to re-work the project plan and allow more time for up-front discovery work. Now the real work begins...

Flow 2: Meals planned to perfection

Audience: Families, Culinary Enthusiasts

This second concept sets out to provide our avid planners with a tool that makes them super shoppers. When we reduce the time from planning, we can focus on building satisfaction. Shopping for groceries becomes more delightful when focusing on the food you love. These screens focus on the mobile app experience in which we focused on reducing the friction our customers experience as they plan their meals for the week. Building your meal plan translates into building your cart at the same time. Build your own bundle too!

After some rapid and informal research, it became evident that customers in the meal planner group enjoy creating weekly meal plans, even specifying days when they don't require meals. These plans are usually crafted based on the ingredients in their fridge and pantry, inspiration from recipes or favorites, and family preferences.

Flow 3: All of your favorites, automated

Audience: Single professionals, dual-income households

Looking further into the future, can we leverage what we know about our customers to create an intelligent and personalized shopping experience that can do the shopping for you? We want to allow for full customization and control for those who want it, or no work at all. Either way, groceries show up every week. Think automated meal plans or an auto-generated cart.

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Flow 3: All of your favorites, automated

Audience: Single professionals, dual-income households

Basil Design System

Taking on the overhaul of the website necessitated the creation of a new digital design language system. This system is designed to embody and reflect the brand essence, conveying organic, intuitive and welcoming. In technical terms, it needs to be extensible, accessible, and reusable

“The Whole Foods Market website should be Disneyland for food lovers. It should inspire the senses, spark a sense of discovery, encourage people to explore — while conveying a sense of order and ease.”

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Moderated Concept Testing

Remote Moderated Prototype Evaluation with n=21 customers

Key questions:

What features were users gravitating towards?
What brings them the most hesitation?
How did the site make them feel compared to shopping in-store?
Would they be more likely to use this site or stay on Amazon?

Overwhelming positive feedback proved that customers were interested in the following themes when it comes to shopping for groceries online.
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1. Increased Efficiency
2. Inspirational Content and Recommended Items
3. Personalization
4. Brand Recognition

Post Launch

In-store Pickup Location

During store intercepts, customers were not clear where they needed to pick up their order. Store layouts are unique from store to store which makes it difficult to implement a solution across all stores. We worked with Marketing to design clear signage designating where to go after placing the order as well as displaying a map on the confirmation screen.

(OUTCOME and OPPORTUNITIES)

(1-Outcome)

400+ downloads

Just a few days after launch we saw active downloads across communities.

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"Wonderfully designed and convenient"

Positive affirmations from residents

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(2-Opportunities)

Push Notifications and In-App Messing

Push notifications for valet updates is a much more seamless experience than opening the app and checking the status. In-app message is still a desirable feature that we will be looking into.

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Smart Home Integrations

Many users expressed having other smart home devices that they would like added to their PMG app for a 1-stop shop for smart home management.

(3-Project Team)‍

Dream Team

Product Design Lead: Hanisha Patel

UX Manager: Kevin Cao

Product Director: Suzy Elizondo

Development: Phunware Eng

*All images are owned by Whole Foods Market.