Service Design | Information Architecture | Digital Transformation | ESG Strategy | B2B2C Product Strategy
The Henderson: Smart Building Ecosystem
Architecting a multi-platform digital transformation for a landmark Grade-A commercial development.Key Objective: To design and launch a comprehensive "Smart Building" suite comprising 17 functional modules and 3 distinct MVPs, focused on operational efficiency, premium tenant services, and sustainability engagement.
Challenge: How might we synchronize the digital and physical experience for a premium commercial landmark to meet the high-stakes needs of VIP tenants, facility managers, and ESG-conscious professionals?
My Role:
UX Lead
Spearheaded the end-to-end strategy for a 17-module smart building ecosystem, bridging VIP tenant needs with complex operational workflows.
Architected a scalable IA and behavioral persona framework across 3 platforms, facilitating a phased 3-MVP rollout.
Managed executive stakeholders and validated high-risk technical requirements for integrated E-Wallet, IoT, and ESG systems.
UX Lead
Spearheaded the end-to-end strategy for a 17-module smart building ecosystem, bridging VIP tenant needs with complex operational workflows.
Architected a scalable IA and behavioral persona framework across 3 platforms, facilitating a phased 3-MVP rollout.
Managed executive stakeholders and validated high-risk technical requirements for integrated E-Wallet, IoT, and ESG systems.
The Delivery:
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Comprehensive Information Architecture: A unified structural map for 17 modules, ensuring seamless navigation across the Mobile App and Web Portals.
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E-Wallet & Payment UX Flow (Client-Facing app): An end-to-end financial journey for tenants, integrating secure digital payments and "Hendcoin" transactions for building services.
- Operations Dashboard & Account Management: A robust administrative interface for building management to oversee tenant accounts, permissions, and high-level operational data.
- Food & Beverage Integrated Experience (Client-Facing app): A streamlined digital ordering and reservation flow, bridging the gap between luxury tenant needs and onsite hospitality vendors.
The Impact:
🚀Scalable Architecture: Designed a modular system for 17 integrated services, enabling a seamless, phased rollout of 3 distinct MVPs.
🚀Operational Efficiency: Digitized manual facility workflows into a centralized dashboard, drastically reducing response times for tenant requests.
🚀 Behavioral ESG Growth: Engineered the "Hendcoin" loyalty loop, transforming corporate sustainability targets into habitual, gamified tenant actions.
🚀 Strategic Alignment:
Acted as the primary bridge between executive stakeholders and technical teams to ensure business goals met technical feasibility.
🚀 Complex Financial UX: Delivered a high-security E-Wallet & Payment framework, facilitating a robust transactional layer for building-wide commerce.
🚀Scalable Architecture: Designed a modular system for 17 integrated services, enabling a seamless, phased rollout of 3 distinct MVPs.
🚀Operational Efficiency: Digitized manual facility workflows into a centralized dashboard, drastically reducing response times for tenant requests.
🚀 Behavioral ESG Growth: Engineered the "Hendcoin" loyalty loop, transforming corporate sustainability targets into habitual, gamified tenant actions.
🚀 Strategic Alignment:
Acted as the primary bridge between executive stakeholders and technical teams to ensure business goals met technical feasibility.
🚀 Complex Financial UX: Delivered a high-security E-Wallet & Payment framework, facilitating a robust transactional layer for building-wide commerce.
User Interview
User Interviews -
Conducted 4 different interviews with staff of various roles currently working at The Henderson, including Tenant, an Administrator, Leasing Manager, and Facilities Manager. Translated the user research insights into detailed user personas and usage scenarios.
Persona
Persona Creation -
Based on the new product roles, I created 7 detailed user personas. I divided the roles into distinct behavioral profiles to reflect the varied priorities and needs.
For example, take Lisa and Chris. Lisa is a CFO and VIP tenant who leads a busy lifestyle. She is a frequent user of the smart parking features and has higher expectations compared to other users. In contrast, Chris is a mid-level manager with a strong focus on ESG (environmental, social, and governance) initiatives. He is willing to engage more to earn ESG rewards and pays close attention to environmental controls.
These personalized scenarios helped prioritize key functions when building the app or portal. Developing these user personas ensured a user-centric approach to the app design and development.
Customer Journey
Engineering the Sustainability Habit Loop
By synthesizing user motivations with behavioral design, I architected a seamless ESG journey that converts environmental values into habitual action. Through the integration of the Hendcoin rewards ecosystem and localized IoT hardware (RVMs), we transformed a manual recycling task into a high-engagement daily routine. The strategy leveraged a "Dual-Incentive" model—combining intrinsic carbon-reduction goals with extrinsic financial rebates—to drive long-term tenant retention and measurable ESG impact.
Information Architecture
Mobile App Information Architecture Design
As the lead on the mobile app information architecture (IA), I developed a structured hierarchy consisting of pages, main sections, features, and action buttons. The solid lines represent the page content, while the dashed lines depict the navigation flow.
Creating this IA helped establish a common understanding between the business, tech, and design teams. It ensured consistency in applying key design patterns, such as navigation, bottom sheets, and pop-ups, across the app experience.
By defining this clear IA framework upfront, we were able to align stakeholders, streamline the development process, and maintain a cohesive user experience throughout the app.
User Flow & Wireframe
Food & beverage
Business/ Technical requirement validation
The first step of our process involves business and technical validation. I reviewed the requirements and benchmarked the best industry practices. This validation step ensured the proposed flow and requirements were user-centric, focusing on both usability and technical feasibility.
User flow design
I designed the user flow, incorporating elements such as in-app navigation, user decision points, user control mechanisms, and error handling. Additionally, I created a chart illustrating the interactions between notifications, client actions, restaurant actions, and third-party integrations. This visual aid was intended to facilitate better communication and alignment across the team.
Wireframe Design
I designed one of the sections using a sketch-based approach. This method allowed for quickly illustrating ideas and putting them into team discussions for feedback and validation.
UI Design
After the UX design process, I handed off the work to the UI team. In this subsequent phase, my role was to monitor the progress, provide UI enhancements, and ensure the UX flow and microcopy were properly aligned.
