challenge / opportunity
Unclear how, and undecided to, invest in integrated services in an app/webapp as to offers holistic solutions that enhance the tenant, retail and residential experience Needing tech, AI and IOT as a value add within the product and service ecosystem Consolidate legacy IT and roadmap the investments needed to deliver the next generation experience Rebrand the identity to position the app/Webapp as a hybrid lifestyle and professional service brand
Client
City Developments Ltd - CDL
Format
App
Solution
Position CityNexus as your ideal colleague and neighbour
Outcomes
Completed the Discover, Define and Design process in 3 months, including the brand redesign Four key user journeys are validated and improved for CityNexus 2.0 Document what requires further investigation to inform the design of Admin user journeys more accurately Foundational Design System rom which to deliver enhanced tenant, retail and residential experiences Key tech considerations for starting the Implementation Phase captured in a strategic roadmap Wnner of the Business Tech Review 2022 Technology Excellence Award for mobile app
Overview
While the existing CityNexus app can stand head-to-head with peers on core experience, there are unique opportunities to differentiate. Our research identified 4 key journeys that deliver the value of the app. The deliver the new experience we developed a modular content structure, contextual interface and scalable app architecture. Allowing these 4 key journeys to bring immediate value, while keeping low complexity in implementation, and have it scalabile across the different sectors. Through extensive collaboration and co-creation, we understood the business need for a multi-sector tenant platform. To establish the foundation for a super app that provides services and a unified experience across all sectors, and to facilitate cross-selling opportunities. To introduce new value propositions for the app, and appeal to users by converging the essential work information and services with lifestyle and personal interests under one roof. Our qualitative and quantitative research informed the user expectations: To be relevant and understand user context to offer relevant functionalities that solve a problem or facilitate services better. To be easy to use offering intuitive usage and a clear navigation, low learnability and high usability of features. To build relationships and actively create and manage the understanding of the user, so that any new features, services or offers: promotions, thematic content, interest events. This delivered the design and tech opportunity for an integrated ecosystem . Break and integrate data silos and platforms to unify and establish a 360 view of customer and building interactions. Scale securely across sectors Enhance the microservice architecture to support the onboarding of multi-properties operation through API and data integrations. Deliver a personalised experience Capture and analyse first party data to orchestrate personalised content and campaigns for customers through the mobile app. Streamline and automate workflows. Establish source of truths in ecosystem and integrate data flow by leveraging APIs to facilitate the digital work processes. Set decisioning through data analytics and leverage data collection of both customer and building data to gain new insights and aid in better decision making.
