Mobile Intranet for shopping centers

Redefining the shopping center Intranet experience

One app. All integrated. All connected

Company HyperIn

Year 2021

Role UX/UI designer

My Role

Design the end-to-end experience to the Intranet mobile app, analyzing customer feedback, defining user-flows, user interface, and working closely with the Product Manager to define requirements and visioning the intranet experience.

Summary

Mobile Intranet is a knowledge management platform to provide a complete service to shopping centre management team and tenants to modernise processes and reduce operating costs

The goal

Enhance the Mobile intranet experience for Tenants and Personnel alongside the web platform.

Our ambitions were to create a strong foundation that embraced productivity and communication with the shopping center management team, tenants and personnel.

Our high level goals were to:

Improve internal communication by letting users know when new content is available or when they need to take action.
Improve usability and accessibility
Leverage design to reduce friction and create trust with the service.

The challenge

I was tasked to design the MVP in favour of developers speed, with native UI for both iOS and Android.

Customer Insights

What Management thinks

It’s difficult to activate tenants to read the content
They cannot target specific information to Tenants or Personnel
They cannot reach tenants to do their obligations. It is a repetitive task.

What Tenants say

They lack computers that smoothly support access to the web portal
Frequently forgot password to log in, especially users who have access to different centers.

What Personnels do

They use the current Intranet services to check offers from other tenants.
They complained about usability issues in the current app

Design exploration

Ideating the new app

I conducted design reviews with PM and Developers of each of the key experiences to help with identifying any low-hanging fruit along with opportunities for low/medium effort to high impact outcomes.

In total I did several separate reviews, these being log-in flow, news flows, employee benefits, and sales report flow. Each of these helped me understand technical feasibilities and where the experience needed more definition.

The pilot

Personalised role experience

From a series of prototypes, I landed on tab-based app architecture, each dedicated to a specific aspect of the intranet service: news, sales reports, user identification.

The app provides a personalised overview of the recent shopping center activities and target documents.

Be connected

Personnel and tenants can stay up to date with the mall activities

Defining MVP …. I was tasked to design the mvp in favor of dev speed, with native ui for both iOS and Android.

Boosting productivity

Reporting sales obligations on the go

For Tenants, we provided a Multicenter experience to navigate across different centers and help to report obligations on the go.

Validating

Testing the pilot

We launched the pilot in Iso Omena with about 130 active users. During the first 3 months, we collected feedback doing customer satisfaction meetings. We wanted to learn if the app fulfil their needs and provide enough value.

Positive starting

Per early insights, the app was more active. Users were reading the content posted by the shopping center management, and they keep coming back to the app to complete their task.

Interestingly, they expected even more

Our users want to have more access to features that can be easy done at hand without need to open the web portal.

They want to connect with others
They want to find useful links and information
While, Shopping centre management team want to completing their pending task like approvals, send reminders, and manage content

The Refinement

Adding more value

After the pilot went live, we wanted to mature the app and bring more value to our customers. We then, begin scaling the app by included more useful functionalities.

At this point I re-structure the app Information architecture in a way our customers find new features.

Contact directory

Configurable directory where users can find their colleagues. Shopping centre management teams can configure and manage the directory.

New home view with scaleable functionalities

The new home view supports configurable functionalities based on access rights and content dependency.

The impact

The app has been launched in different shopping centers in Finland with around 1.000 active users

Sales increasing

During this period, the mobile app has gained attention from other Shopping centers.

Positive starting

The shopping center intranet content is more active and users are actively reading the content posted and taking action of their tasks.

Leverage design - accessibility

We had receive positive feedback a it has receive a good acceptance.