The Henderson: Smart Building Ecosystem
Services
Enterprise UX
Product Strategy
Service Design
Inclusive Design
Client
The Henderson: Smart Building Ecosystem
My Role
UX Lead
Year
2024
Core Competencies
Service Design
Information Architecture
Digital Transformation
ESG Strategy
B2B2C Product Strategy
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.
The delivery
Strategic UX Audit & Revamp
Integrated Brand & Style Guide
Content & Go-To-Market Strategy
THE IMPACT
Scalable Architecture
Operational Efficiency
Behavioral ESG Growth
Strategic Alignment
Complex Financial UX
Challenge
How might we bridge physical and digital touchpoints to create a seamless smart-building experience for commercial tenants and facility leads?
Design Process
Architecting a multi-platform digital transformation for a landmark Grade-A commercial development.
Step 1: Stakeholder Alignment & Persona Engineering
Translating multi-role user research into actionable behavioral profiles.
Conducted in-depth interviews across key property stakeholders—including VIP tenants, administrators, leasing managers, and facilities managers. Engineered 7 distinct user personas to map contrasting behavioral archetypes (e.g., high-expectation executive workflows vs. ESG-driven engagement patterns) to establish core product requirements.
Step 2: Behavioral Design & Ecosystem Architecture
Designing the ESG habit loop and mobile information architecture.
Architected the mobile app's Information Architecture (IA) and navigation system to bridge business, engineering, and design teams around standardized UI patterns. Embedded behavioral mechanics into the user journey by designing a dual-incentive ESG habit loop that links localized IoT hardware with the Hendcoin rewards ecosystem to drive daily tenant engagement.
Step 3: Service Mapping & Rapid Wireframing
Validating technical feasibility and mapping complex service flows.
Validated business and technical requirements against industry benchmarks to map end-to-end service flows (such as F&B integrations and decision logic). Designed system interaction charts across client actions, notifications, and third-party APIs, using sketch-based wireframing to rapidly align cross-functional teams around edge cases and error handling.
Step 4: Design Supervision & Agile Handoff
Maintaining UX integrity, microcopy consistency, and UI execution.
Led the strategic handoff to the visual design team, overseeing UI refinement, microcopy alignment, and micro-interaction consistency. Monitored delivery pipelines to ensure high-fidelity execution while safeguarding the core user experience across both app and portal touchpoints.
Solution
Comprehensive Information Architecture:
A unified structural map for 17 modules, ensuring seamless navigation across the Mobile App and Web Portals.
E-Wallet & Payment UX Flow:
An end-to-end financial journey for tenants, integrating secure digital payments and "Hendcoin" transactions for building services.
Food & Beverage Integrated Experience:
A streamlined digital ordering and reservation flow, bridging the gap between luxury tenant needs and onsite hospitality vendors.
Operations Dashboard & Account Management:
A robust administrative interface for building management to oversee tenant accounts, permissions, and high-level operational data.
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.
Complex Financial UX:
Delivered a high-security E-Wallet & Payment framework, facilitating a robust transactional layer for building-wide commerce.
