Portfolio

Reporting

lead product designer

data platform linking the built world to the connected world

Problem

Our current report deliverable is below industry standard, which has turned interested prospects into unresponsive ghosts and creates burdensome internal business processes for our Customer Success team.

We want to create efficiencies for internal users who use the Reports feature to build and maintain customer relationships. Customers view downloadable reports as deliverables of software. Currently, our Customer Success team spends 2.5 - 7.5 hours a month reformatting our downloadable .csv, trying to reduce the risk of competitive disadvantage.

Existing State

Business Objectives

Create efficiencies for internal users, by eliminating the need to format a downloaded .csv

Ensure reports have datasets appropriate for known use cases

Provide value for reporting for 1 building or for 70+ buildings

understanding

At this stage, we conducted a competitor analysis in order to understand the gaps in our reporting feature capabilities. We found other companies utilized single page reporting at the building level. In addition, we conducted several stakeholder interviews along the process with Customer Success eliminating time spent making changes to designs in a final state.

User Personas

Asset Manager

Oversees portfolio(s) of buildings (100+ buildings)
Reports to Ownership about portfolio performance and needs
Approves budgeting requirements

Property Manager

Manages 1-3 buildings
Oversees day to day operations of the building
Reports to Asset Manager about building performance and needs

Customer Success (Internal)

Property Manager's point of contact when onboarding with Backpack
Communicates through email and phone calls
Point of contact for 100-120 Backpacks at various stages of onboarding

user outcomes

External users can download a report they believe meets industry standards

Internal users feel confident directing external users to self-serv their reporting needs

ideation

Utilized sketching, diagramming, and wireframing to understand what visualization best supports the dataset of each report.

Sketches

Lo-Fi Wireframing

Understanding the Rollup Section

Mid-Hi Fi Wireframes

final design

We implemented a template that established UX and UI patterns for all new reports. This makes future reports that need fast turnaround easy to drop into the software.