Network of Tenant Sites for Healthcare Realty
Impact overview
A tenant platform that was slow to change.
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.
Slow, unintuitive and unstandardized.
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 — 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.
Faster, cheaper, more accurate updates.
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.
Days became minutes.
- Reduced update time — the time required to build out new sites and update existing ones was reduced from days to minutes.
- Cost savings — approximately $240,000 in annual maintenance cost savings across 400 buildings.
- Customization capability — global or local customization of content based on building location, enhancing relevance and engagement.
From feedback to a custom theme.
-
User Feedback and Analysis
Gathered and analyzed user feedback to identify critical pain points and areas for improvement.
-
Affinity Mapping
Used 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 that the Tenant Relations Coordinator could easily modify.
Fewer steps, standard inputs.
The redesigned Tenant Center Admin dashboard included:
- Simplified workflow — fewer steps to update and publish content, minimizing gaps where errors could occur.
- Standardized inputs — a standardized form for property managers to submit information, ensuring consistency across the platform.
- Enhanced dashboard interface — reorganized to group related custom fields, improving the efficiency of content updates.
What we've learned.
- Leverage existing tools — using existing tools and flow patterns within our design system 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.
