GEA HomeConnect is a B2B SaaS solution designed for Multi Dwelling Unit (MDU) Apartments and delivered to GE Appliances. HomeConnect resolves inefficiencies in property management and offers quality living experience to tenants. Our solution coupled with a complete business model helped GE Appliances enter the MDU segment and increase their profitability.
Design Concept (3 months)
GE Appliances
User Research, Product Strategy, Wireframing, Visual Design, User Testing,
.png)
.png)
Design an innovative business solution enabling GE Appliances to launch into the multi-dwelling apartment (MDU) segment in the United States of America
We conducted an environment analysis of the apartment housing segment to understand the various parameters that drive the MDU segment. We discovered numerous insights which helped us understand our customer segment effectively.
want to improve their existing customer service
wish to improve business efficiency and productivity
desire to adopt new technologies to keep their properties relevant
willing to pay more for convenience and ease of living
want improved management services in their apartment
are renting their homes leading to increased demand for MDU
Our MDU customer segment comprises of two users: Property Managers - primary user and Tenants/Residents - secondary user. I interviewed 10 property managers and 15 residents and conducted surveys to understand their pains and needs.
From the data gathered from the interviews and surveys, we did an affinity mapping by grouping common data points under categorical themes. Following are the affinity maps for property managers and tenants.
.jpg)
We designed a user persona for tenant and property manager to have a reliable and realistic representation of our users. We synthesized two unique parameters that were crucial for the property manager persona.
1. Performance metrics of jobs: Parameters to track daily operations, business growth and revenue generation.
2. Level of importance: Services offered to tenants crucial to the business reputation and sustainability.
"How might we improve property management and enhance tenant living experience in multi-dwelling apartment housing in order to achieve GEA business objectives?"
Based on the customer pains, goals and the opportunities identified, we came up with three potential design directions.
.svg)
SaaS solution property management dashboard to resolving inefficiencies for property managers and offer better living experience for tenants.
.svg)
Leveraging GE Appliance's ‘NewFi’ technology to resolve maintenance issues, enabling accurate diagnostics and improving 1st time repair success.
A Predict and Fix (Predictive Maintenance) solution for HVAC systems. Technicians are notified early about issues and provide long term fix.
We pitched all 3 design concepts and discussed the value propositions, feasibility, and revenue generation with our client. Based on the discussion, we finalized our solution - HomeConnect
Once the solution was finalized, I created sketches to visualize the product ecosystem and the complete product strategy.
After coming up with the product strategy, I created preliminary sketches for the MVP of the property management dashboard. We conducted user testing after each iteration to refine our solution with effective design decisions.
We conducted user testing with 2 property managers around our area. Our testing strategy revolved around analyzing each interface of the dashboard based on property manager needs and workflow. We discovered the following issues.
We conducted the 2nd round of user testing with 5 property managers. Our testing strategy was asking them to perform tasks and think aloud as they use the prototype. We discovered the following issues.
After completing the 2nd round of user testing, I created a styleguide for the property management dashboard. Since GE Appliances didn't have their own styleguide, I created one from scratch by keeping it consistent with the brand identity.
After designing our product concept and the overall architecture, we created marketing flyer to pitch our design concept to potential customers (property managers)to get their feedback.
