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My Role
Project Lead
Timeline
2 Months
Responsibilities
Conducting Research
Designing the Process
Establishing the Workflow
Team (5)
Operation Assistant (1)
Site Manager (4)
Stakeholder Management
Oversee Data Analysis
Testing and Refinement
A process for property managers to measure service quality.
BesQ
1 | Context
BesQ addresses the problem of limited client interaction and feedback collection for property managers, providing a comprehensive solution for improving client satisfaction and optimizing services.
1.1 Problem
Throughout the years, the company's lack of regulated client communication leads to a passive approach, reducing customer satisfaction. Infrequent communication and reliance on sporadic events hinder trust-building and service quality assessment. Indirect information flow through interpretations decreases feedback credibility.
How might we establish a regulated client communication channel to proactively address their needs, increasing customer satisfaction?
1.2 Opportunity
Facilitate effective communication with clients and streamline operational processes for property managers to minimize friction.
1.3 Audience
Property management enterprises seeking to establish a communication bridge with clients.
1.4 Solutions
1. Establish a sustainable and stable communication channel between the company and customers to facilitate feedback collection and enhance the service experience.
2. Optimize employee workflows to minimize operational friction and improve collaboration among multiple departments.
Our goal is to establish a consistent communication channel between clients and the company, creating an integrated framework that links service quality management, employee incentives, and client satisfaction.
1.5 My Role
As the project lead, my responsibilities included:
2 | Research
2.1 Interviews
In total, my team and I conducted 24 interviews with various stakeholders, starting with clients and then internal employees, primarily site managers, janitors, and security guards.
2.2 Interview Insights
After analyzing the interviews, I have gathered the following insights:
2.3 Design Goals
Based on the insights gathered, I defined our design goals as follows:
2.4 Personas
The project involves 4 main users. The challenge lies in balancing device compatibility and catering to diverse age groups' habits. The design goal is to enhance convenience and motivation for universal participation.
3 | Solution
3.1 Process Diagram
The solution involves a semi-annual survey process with two stages:
1. Gathering
Where client surveys are collected and displayed for review.
1. Re-visiting
This stage involves individually revisiting clients to demonstrate our commitment to their feedback and provide targeted solutions.
Monthly meetings are conducted to discuss findings, formulate solutions, and provide feedback to clients.
3.2 Storyboard
The process involves:
Department collaboration promotes supervision and competition. Survey scores are included in annual employee incentives, motivating them to deliver high-quality service and fostering a virtuous cycle.
3.3 Service Blueprint
This blueprint demonstrates the collaboration between front-stage and back-stage employees in the process. The "Wenjuanxing" software serves as the primary tool. Front-stage employees, represented by site managers, interact directly with clients, while back-stage employees, including the operations assistant and administration office, provide support behind the scenes.
4 | Design Logic
4.1 Why Involving Operation Assistant?
An HR Decision
To ensure process sustainability and foster the operation assistant's development, we assigned a dedicated person and expand his job responsibilities based on discussions with senior management and the assistant. This decision is based on the following considerations:
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Process Continuity:
A dedicated person ensures seamless workflow, minimizing disruptions and enhancing efficiency.
Skill Development:
Expanded responsibilities offer the operation assistant valuable opportunities for professional growth and skill development.
Career Growth:
Expanding responsibilities invests in the assistant's career growth, enabling him to take on more challenges and expand his professional capabilities.
4.2 Why Questionnaire Star?
Utilizing External SaaS Software
Questionnaire Star (問卷星) is a web-based survey platform that allows users to create, distribute, and analyze surveys. We decide to use it for the following reason:
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Cost Effective:
A dedicated person ensures seamless workflow, minimizing disruptions and enhancing efficiency.
Customize Brand Identity
We are able to encounter our brand identity elements.
Flexible
Simple logic and easy modification capabilities.
Good Customer Service:
A highly responsive and efficient customer service is available to promptly address any technical issues we encounter.
4.3 Why QR Code?
A Easy & Accessible Interaction
QR codes in this context is a practical choice as it leverages the familiarity and accessibility of WeChat's scanning feature, accommodates the preferences of busy office building customers, and offers a user-friendly solution that addresses the varying technological proficiency of older users.
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Wide user acceptance:
QR codes leverage WeChat's "Scan" feature, widely used by customers of various age groups, including those less familiar with electronic devices.
User-friendly and time-saving:
QR codes offer a convenient and efficient way for busy customers in office buildings to engage with surveys, eliminating the need for extensive time or effort.
Accessibility for older users:
QR codes provide an easily accessible option for older users, allowing them to participate in surveys through WeChat's scanning feature.
4.4 Why Biannual?
Provide regular customer feedback for timely insights.
Conducting the questionnaire twice a year strikes a practical balance between gathering valuable feedback, implementing improvements, and managing customer and company resources effectively.
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Adequate interval:
Provides a reasonable interval between surveys, allowing sufficient time for changes to be implemented and their impact to be assessed.
Balanced feedback:
Strike a balance between capturing customers' evolving needs and ensuring the company has enough time to address any identified issues.
Avoiding survey fatigue:
Helps prevent survey fatigue among customers, as they are not inundated with frequent requests for feedback.
Manageable workload:
Ensure a manageable workload for both the company and customers, as it strikes a balance between gathering valuable insights and minimizing the burden of participation.
4.5 Why Is Year-End Bonus Based On Team Total Score?
Optimize the collective effort of frontline staff in delivering exceptional service.
Incorporating team customer satisfaction scores in the calculation of the year-end bonus recognizes the collective effort of frontline staff in delivering exceptional service. It reinforces a customer-centric mindset, promotes collaboration and continuous improvement, and ultimately contributes to the overall success of the property management company.
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Team synergy:
Including team customer satisfaction scores promotes unity and shared responsibility among frontline staff, fostering collaboration and mutual learning.
Customer-centric mindset:
Encourages employees to prioritize customer needs and actively seek ways to improve service quality.
Collaboration and teamwork:
Fosters a collaborative environment and emphasizes the importance of collective effort in delivering exceptional service.
Performance-driven rewards:
Including team customer satisfaction scores in the year-end bonus aligns incentives with service excellence and motivates employees to prioritize customer satisfaction.
5 | Testing & Iteration
5.1 First Testing- Jun. 2021.
After the June 2021 testing, issues were identified during the review meeting, leading to three major process iterations. The adjustments were implemented for the December 2021 survey round.
5.2 Problem V.S Iteration
6 | Impact & Conclusion
After nearly 2 years of implementation, the project has yielded positive outcomes. We have successfully reduced the monthly complaint rate and witnessed an increase in employee engagement towards delivering excellent service. Additionally, a strengthened trust relationship has been established between clients and the company.
With a vision for the long run, my goal is to develop a self-optimization system by fostering seamless communication channels with clients. Which will enable the company to adapt to market changes, enhance employee competencies, and improve overall competitiveness, ensuring sustained success and growth.
Self-optimization system.
NEXT PROJECTS
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A web redesign project of Giant's Momentum product series.
A digital platform for purchasing organic food products online.
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