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A property compliance management tool for the UK's largest landlords including banks and government
My Role: Sole Product Designer
True Compliance
Users include:
Ealing council, Metropoliton Thames Valley, Sage homes, Notting Hill Genesis, Octavia, London Borough of Barking and Dagenham, Luton, Southern Housing, Thanet District Council
Manages compliance on hundreds of thousands of homes across the UK
Business Goals:
Increase the usefulness of the True Compliance platform
Overhaul the current experience
Rebrand the platform
Define the beta design system
User wants:
See within 1 second how their property portfolio as a whole is complying in key areas
Seamlessly collaborate with team members
Search across properties for specific compliance factors
Customise their dashboard to suit them
User needs:
See team activity to keep up to date
Fix and track micro compliance issues
Manage property portfolio including, upload, edit and removal
Manage compliance documents and comment on individual areas
Personas:
Michael Johnson
Occupation
Gas engineer for a national well known company
Demographics
34 years old
Goals and Needs
As a busy individual, Michael's schedule is consistently packed with travel commitments, leaving him with minimal time to spare. With his demanding job requiring his undivided attention, he strives to streamline his tasks, allocating more focus to core responsibilities and less to administrative duties, such as completing documentation.
Pain Points
Michael encounters considerable difficulty when navigating the platform due to its extensive array of features and functions, many of which do not align with his particular needs and responsibilities. Amidst the sea of options, he often finds himself overwhelmed and unable to discern which tools are essential for his tasks.
Consequently, he must expend valuable time and effort sifting through the irrelevant components in search of the few that are pertinent to his work. This constant struggle to locate relevant resources impedes his efficiency and productivity, highlighting the need for a more tailored and intuitive platform interface.
Personality
“I hate doing admin, it's boring and a waste of my time which I could spend on the tools”
Hollis Hammrich
Occupation
Property manager for a local council
Demographics
38 years old
Goals and Needs
Due to the significant scope of his managerial role, Hollis places a high value on efficiency and prioritisation. He understands that time is a precious commodity, and wasting it on non-essential tasks or irrelevant details is not an option.
With numerous responsibilities to oversee and decisions to make, Hollis recognizes the importance of swiftly identifying and focusing on the crucial elements that directly impact his objectives and the overall success of his team or organisation.
By honing in on these key aspects first, he maximises his effectiveness as a leader and ensures that his efforts are directed towards tasks that yield the greatest impact and value.
Pain Points
Hollis faces difficulty discerning properties needing attention and lacks clarity on why, hampering effective prioritization and decision-making in his responsibilities.
Personality
“I love my job but sometimes it's hard to see the wood for the trees.”
Journey Mapping:
True Compliance
True Compliance
True Compliance
Widgets and Templates
To tailor the experience to each valued user type had a pre-determined template they could select from as well as the ability to select custom widgets for different methods of displaying key data points. Due to the spectrum of computer literate and comfortable users a how to guide was also designed to be used as a stage by stage help tool.
A "Hollis" Dashboard
This dashboard would be used by a property manager and is a prime example of the types of information that would be relevant. Having a holistic overview of compliance, documents and team activity. The core compliance cards are aggressive in nature to force action across the portfolio and bring order to what is sometimes chaos.
Team Management
Something I find within SaaS applications often lacking is the ability to correctly manage teams into appropriate sections and access levels. True Compliance broke this trend with complete flexibility in managing each member including the option to remove and create teams. When placed within a team group permissions apply to each member without manually adapting individual members.
Document Management & Collaboration
Advanced document collaboration was designed for TC, the ability to upload a whole selection of documents relating to a property was handled using a staged processor and multiple progress indicators. Notice the bottom right section and the status in the main menu bar so that the busy property manager didn't feel like they had to wait on this screen for uploads to finish.
After uploading the documents they were parsed and scanned giving the ability for team collaboration. Each document was given a unique place within the platform for team members to comment much like adobe acrobat and upload revised documents until the point compliance was fully met of which the document then has full traceability and is kept for the legal time period.
Search and Filtration
A key consideration whist considering search for property managers is the scale of the portfolio and flow of work. Often work would be completed per area so being able to group properties within a radius, type, remedial action and compliance stream was an important design consideration.
Compliance Streams
Each manager and portfolio would have different areas of compliance depending on the building makeup, some councils may have tower blocks and some may have a range of bungalows and houses. For for example on tower blocks you would have dry risers for fire safety that needed to be regulated and maintained. I know this from my days as a fire fighter however, sadly, I never got to work on tower blocks.
Spreadsheets
To avoid clients having to process large data sets in Excel and maintain different access spreadsheets were included as a functionality along with the ability to collaborate and customise fields. Unique functionality which can only be found as a whole package in platforms such as Notion.
