Reimagining the 

'My Willis Tower' App

WillisTower_Wacker Entry.jpg

Client

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.

My Role

Content strategy, prototyping, usability testing and refinement

 

The Team

Bianca Gay, Annie Golz, Nick Moen

Tools

Adobe XD, Miro, Optimal Card Sort

 

My Willis Tower App Priorities:

Control

Mobile access and entry to the building,  fitness centers, amenities etc.

Community

Insights and alerts to the real-world experiences.

Content

Information about everything available to tenants at the property.

Commerce

Functionality to promote in-app purchases at on-site retailers or service providers.

The Challenge

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.

User Insights

My team conducted user interviews and affinity mapping to guide our planning and design process. Here are some of the insights we found:

The Solution

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.

Streamlined Health & Safety Information

by sharing Covid-19 updates in a singular location

Provide Users Agency

through customizable notification options

Adaptations to Constant Change

by sharing timely building updates/changes during an unpredictable crisis

Prototyping & User Testing

Design snapshot

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.

Testing

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:   

Iterative Work

This is a deeper look into the in-app improvements and features we proposed:

original app

1st Iteration

2nd Iteration

subject headers

all notification settings

1st Iteration

2nd Iteration

My Reflections

@2020 by biancagay.com