Background
As part of the transition from a B2C to B2B solution, we discovered significant challenges to managing large portfolios of buildings and devices. One of the highest impact shortcomings of the platform was the lack of ability to set thresholds and settings unique to a particular building. Customers were only able to set defaults that would then be applied to every building and device throughout their portfolio. The existing model was not only creating visible frustration for customers, but was a barrier to further sales and expansion within large customer accounts.
What I did
- Interviewed customers to understand how they were using our technology, the challenges with managing large portfolios, and the type of settings they were attempting to control
- Facilitated design sessions including user story mapping with Engineering, Customer Success, and Support to capture the desired functionality customers wanted and the technical considerations to support those goals
- Scoped requirements and pair-designed a new modular model with Engineering that would allow for a scalable architecture to set portfolio defaults and apply overrides at both a building and a device level to maximize flexibility and customization
- Since launching our customers can now customize and manage thousands of buildings at any level from entire portfolio to individual device settings
