byb is a platform product providing an incorporated service for a residential complex, including apartment amenities, neighborhood communities, local commerce, and IoT service.
As a product designer joined as an early member of byb, I was in charge of building the fundamental structure of byb from scratch such as bringing the concept of product, IA, and wireframes in the beginning. Since our official launch on Sep 29th, 2020, we've iterated refinement of usability quickly and been fast-growing with numerous users.
I started with competitor analysis and user research to gain ideas of how the actual market and user’s needs are going on. In terms of understanding users in depth, I participated in actual residential communities for user research and got to find residents' pain points of living in their apartments.
While conducting user research, I also interviewed residents who use community service centre in their apartments for gaining actual insights.
Organising all the researched sources on a board on Miro, I found the main problems that the residential platforms faced and identified this problem to discuss with a product manager and CTO, which could be our strong features of service if we solve.
How can we automate resident verification process?
There has been manual process and abuse to verify resident identification for using facilities in an apartments.
I discovered the current two ways of resident verification and identified the constraints as below. Throughout this insights, I investigated more about residential types and all possible cases for seeking our solutions.
Discussing with our team and CTO closely, we agreed on 2 ways of automated solutions provided when residents sign up on our product. If residents who don't have provided code, they can be still available to sign up with requesting approval to administrators.
This system can automate the resident verification process without a lot of hassle for both residents and administrators and improve entire user flow and life quality for living in apartments.
Based on discussion with CTO, I visualised the fundamental concept of byb and specified the external subjects as many as possible that we can cooperate in the next stage.
We decided to focus on the first step of providing total solutions for apartments including authorised by byb and unauthorised ones as well. In this stage, our target users to help are administrators and each household including individuals using apartments' facilities.
Our utmost solutions are focused on providing comprehensive features in terms of living in and managing apartment for both residents and administrators.
I organised the features into same range of group and each navigation tab with simple visualisation, constructuring information architecture for App first.
We went for progressive discussion of wether each feature is on the right group. Through this visualisation, we got to refine easily the grouping as our original intention toward our product.
Based on the IA of App, we listed required menu to manage the overall app service from admin side.
After identifying IA of admin tool, we specified detailed function under each menu, which enabled me to prepare to design wireframes more smoothly.
To connect all the functions and information through a seamless user experience, I visualised user flow from the onboarding of our app.
Users will get in welcoming entry on the onboarding process first and then they will enter their validated apartment society on the app.
Let me walk you through byb's main UX and my task in each experience.
byb's main user experiences is consumed with feed-based structure in terms of viewing a notice, reserving a service, and communicating between residents. Users can follow services and talk channel that they are interested in to see their posts and get notifications of new posts as well.
Analysing type of posts on each feed and define actions to be asked to users
To decide actions such as like, commenting, report, and delete, I organised the type of posts on each feed. Discussing based on the analysis, we got to compose the design components for posts.
Controlling IoT devices easily with app by interworking with home network service
byb provide Smart Home service, which enable users to control IoT device easily. We've partnered with a home network company, Hundai HT Co Ltd, which is a parent company of HT Beyond, so we can connect entire home experience smoothly within our product.
Changing user experience to enable users to control IoT devices by rooms
Previously, we used floor plan for user to select the room and show devices in each room. However, using a floor plan has a problem in terms of customisation for each apartment. My task was to change the user flow without a floor plan so I figured the another page to show the details of each room and guided user to find where the room is.
Checking my reservation status and details
Reserving facilities and cultural program in apartments is available on app with byb. Residents can confirm their reservation status at a glance and view the details.
Adding tabs for user to view the reservations by category
It was inconvenient to view the reservations lists by status since each type of reservation has different components. For the solution, I added tabs and a filter for status on the top so that user can check the list by category. This idea was agreed with other team member so it was applied to next version on byb.
Checking a overall history of my card and the usage of community service at a glance
All the payment history and records with resident card will be listed on a page. User can track the history through app and manage their spending.
Re-structuring the user experience and flow of viewing history
Previous design pages were unnecessarily separated with different pages. The design component of history also had a problem of not fulfilling our requirement. After we figure out this problem after version 1, I conducted to identify all the problems we had and re-design overall 'History' flow by combining with one page with tabs and discussing closely with a product manager.
Creating sitemap from scratch and designing overall pages for management system with consideration of physical devices and data.
Discussed and collaborated closely with other product designers, we've built admin tools from scratch. Specified all the menu we need, I delivered wireframes and final design with understanding interconnection between machine in offline settings and data we receive.
In order to conduct functional testing, we creates high fidelity prototype to communicate new solution to the team.
We've also proceeded thorough usability testing across Android and iOS devices, identified bugs, and refined the imperfect user experience quickly to next version. In addition, through operation team, we've been collecting actual residents' feedback on byb, which helps us to develop better product.