Company

HappyCo

Industry

Property Tech

Role

Senior Product Designer

Year

2023

Experience Switcher

HappyCo↗︎ offers a collection of multifamily software & services designed to centralise property operations and improve the resident experience. Think inspections, work orders and maintenance tools used by the biggest multifamily companies in the world.

In Q3 2022, following a series of strategic acquisitions and internal product development, HappyCo introduced three new products to the market. Users needed an intuitive solution to seamlessly navigate these offerings while also discovering the new additions to the product. The result was the successful launch of the ‘Experience Switcher,’ which was rolled out to thousands of users after a thorough design process. I’m particularly proud of what this feature has enabled for our customers and it's simplicity, especially given the significant technical constraints we had to navigate.

Case-Study

SNAPSHOT

PROBLEM

In just one year, HappyCo expanded from two to five products, a significant challenge for our small product organisation. With differing tech stacks, a scaling global team, and diverse new customer archetypes, unifying these products became critical. As a triad lead on the newly formed Unified Experience Team, our mission was to create cohesion across HappyCo’s ecosystem while upholding our brand promises. The task of designing the ‘experience switcher’ fell to us — a completely new concept for our customers and a technical frontier, essential to HappyCo’s multi-product vision.

SOLUTION

  1. Enable users to view and navigate to the active products in their company’s subscription without requiring authentication.

  2. Allow users to seamlessly switch between different company accounts.

  3. Introduce the concept of Product-lines and Child-products in alignment with the new product restructure guidelines.

  4. Facilitate product discovery by allowing users to explore products their company is not yet subscribed to, supporting Product-Led Growth (PLG) initiatives.

  5. Provide administrators with a shortcut for quick access to the Admin Center.

OUTCOME

I cannot understate how important it is to the company that customers can and are now successfully navigating between their products. The backend now has a concept of {customer} that we're now able to use for more concise billing practices + so much more.

  1. From Salesforce↗︎ to date we've successfully created 92 upgrade opportunities, 56 product demonstrations have been delivered and 24 trials confirmed.

  2. From Google Analytics↗︎ over 350 users have clicked on discovery 'Learn More' links and made it to the marketing website

  3. From Gainsight↗︎ the Experience Switcher has been clicked 23438 times in the last year, results in a successful transition of product 99.6% of the time.

I've personally learnt a huge amount about the administrator archetype and their expectations for account and user management. Fostering customer relationships during the design process once again proved to be a huge advantage and variables in the Happy Design System↗︎ allowed for a seemless handover with engineers.

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