'My Willis Tower' App
2-Week Student Project
In 2019 Willis Tower partnered with HQ, a tenant experience (TeX) platform for commercial real estate, to develop "My Willis Tower" mobile App. This App was developed to be a customer-drive support system that fosters a community for the 15,000+ people that work in the Willis Tower Building.
Content strategy, prototyping, usability testing and refinement
Bianca Gay, Annie Golz, Nick Moen
Adobe XD, Miro, Optimal Card Sort
My Willis Tower App Priorities:
Mobile access and entry to the building, fitness centers, amenities etc.
Insights and alerts to the real-world experiences.
Information about everything available to tenants at the property.
Functionality to promote in-app purchases at on-site retailers or service providers.
Back to Business as unusual
As Willis Tower employees returned to the workplace in the wake of Covid-19, they needed a reliable way to receive updates about ongoing and future health & safety regulations.
Our team wanted workers to feel safe and confident about returning to their offices both during and post-Covid.
My team conducted user interviews and affinity mapping to guide our planning and design process. Here are some of the insights we found:
In-app Improvements & Feature Refinement
Our goal was not to invent the wheel, but instead reinforce it. It was crucial to ensure users could access crucial and timely information without overwhelming them.
1. Streamlined Health & Safety Information
by sharing Covid-19 updates in a singular location
2. Provide Users Agency
through customizable notification options
3. Adaptations to Constant Change
by sharing timely building updates/changes during an unpredictable crisis
Prototyping & User Testing
After sketching as a group we settled on a design direction. I took the lead wireframes/prototypes using Adobe XD.
We felt higher fidelity was crucial for testers so they could hyper-focus on the changes we were proposing, rather than get caught up in the hypotheticals that come with lower-fidelity testing.
Home Page Sketch
Hamburger Menu Sketch
Home Page Wireframe
Hamburger Menu Wireframe
After several rounds of testing with 6 users we discovered an overwhelming amount of support in including Health & Safety Information page.
We also observed push back on some of our suggested features and small changes. Here are a couple insights we gathered:
This is a deeper look into the in-app improvements and features we proposed:
I used the knowledge users had of the app’s homepage top navigation buttons as a place to add Health & Safety Updates. I then simplified the top navigation's functionality so that it was simpler to access (from carousel to stationary buttons)
After conducting additional comparative analysis and card sorting research I progressively altered the way that Health & Safety Updates content was presented to users.
Ownership of an experience
We proposed users have more ownership of their informational experience to establish trust. I renamed “notifications” to “My Notifications” and allowed customized options.
all notification settings
Banners and Buttons
I integrated a temporary banner on the home-page that linked to urgent Health & Safety Update info. Additionally I added buttons throughout the app to create opportunities for users to customize their notifications.
Scaling back to move forward
Time was initially a pain point for my team.
Luckily we were able to reframe this “limitation” as an opportunity to narrow-in on specific problems and solutions. Scaling back also served as a way for us to consistently focus on the needs and desires of our users.
Designing through constant change
I suggested that we make adaptation to change a priority for our mobile design by asking:
“How do we design for something that is always changing?”
As I reflect post-design and user testing, I would like to consider another, perhaps more sustainable, approach:
“How do we design something that encourages users to anticipate change?”
I am still curious about this question. In the future I suggest more comparative/competitive analysis, specifically discovering how other businesses present Covid-19 content/copy/UX writing to their users.