Termination Process Design
OneSpace is a software management system being developed by Storhub Singapore. The goal of this task was to simplify the process of unit storage rental. This User Study will walk you through how did I design the Termination Process.
Role
Product Designer
Task
Research, Design and Testing
Duration
1 month
Who are the users?
The users are the building operators, which are responsible to, on a daily basis create quotations, make reservations, check in customers, sell merchandise and also terminate contracts. For some of this functionalities the operators are still relying on Sitelink, an outdated and heavy software.
The Goal
Simplify a Complex Process
The first step when receiving this project was to try and collect what had already been researched on the subject and come up with the current user flow.
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The Logic
Understanding before Creating
How did I collect all this info? By interviewing the operators, how are they using Sitelink to terminate a client. After understanding the basics of the termination process, I started noting down all the limitations and penalties that the process intake. Below you can find some of them and a diagram of the final structure.
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14 days notice if no move out date scheduled, if previously scheduled Operator will contact customer to check if they want to proceed with the termination process, if they do they must pay for all the issued invoices until this day. Even if we are just in the beginning of the month and they'll only stay for 14 more days. The unused days will be refunded after the Termination is finished.
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Etc.
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The Design Process
Simple yet Complete
After coming up with the flow and discussing the results with my Project Manager we decided to present a low fidelity prototype to the developers and understand what was feasible at this stage or not.
I'll go in more detail on the actual final design bellow. After getting the thumbs up from the team and successfully answering all the questions I started to design it on Figma.
This is the final design, it was imperative our user would start their journey from Reservations, here they had visibility of all the current active reservations.
After filtering by Contact, Unit Number, Reservation Number, Building or Reservation Date, user could then select which reservation they would like to end.
One of the important UX details that we didn't want to let go was that through out the whole journey the user should be able to see all the details of the reservation at all times. Details such as day they moved in, what unit they reserved etc
Also as you can notice on top we have a stepper, with 4 steps which will help the user understand how far in they are in the flow.
Finally the last step, where no more actions are needed, the summary of the termination process that the user just finalised.
Conclusion
The last stage of this process was testing it with the users. There were a few notes about some of the calculations and values of Penalties since we tested with different offices (South Korea, Hong Kong, Bangkok and Singapore) but overall it was a very successful project.