Streamlining maintenance services to boost growth and revenue
Upscaling the Zentra's Security Solution with a new feature
Overview
Zentra, an Allegion product, is a B2B security solution for multifamily housing that combines software, hardware, and services into one seamless system. It provides smart locks and access management to enhance security, convenience, and efficiency for residents and property managers.
To expand beyond hardware sales and paid access subscriptions, Zentra wanted to explore new revenue opportunities. My team and I proposed a new SaaS application - ZentraCare for maintenance services to enhance the existing solution. This improves daily operations for property managers, residents and maintenance staff while creating a new source of recurring revenue.
Project Summary
My Role
UX designer
Timeline
Aug 2023 - Dec 2023 (~5 months)
Design Team
4 UX Designers (including me)
1 Project Manager
Client's Team
Director of Digital Product Design
Go To Market Director
Vice President & General Manager
What does Zentra's current solution offer?
1
Central System for Property Managers
A centralized desktop app to efficiently manage access control and simplified workflows.
2
Effortless Home Access for Residents
Access homes conveniently using both a physical key and a digital key integrated in Apple Wallet.
3
Seamless Hardware Installation
Provides hardware installation services along with dedicated customer support for a seamless experience.
Hardware Sales – Zentra’s revenue primarily comes from selling hardware.
Licensing model – Other income through access management licensing.
Problems
The current model relies on one-time hardware sales
Revenue depends on acquiring new customers instead of generating ongoing income from existing ones.
The Challenge: Identifying New Growth Areas
Diversifying Revenue Streams
Expand beyond hardware sales for a recurring revenue model.
Unlocking Additional Value
Introduce new services that complements security offerings.
Increase Scalability & Growth
Expand customer adoption by offering integrated solutions.
My Responsibilities
UX Researcher
Director of Digital Product Design
Go To Market Director
Vice President & General Manager
UX Designer
Director of Digital Product Design
Go To Market Director
Vice President & General Manager
Based on market trends and customer needs,
Digital maintenance services for multi-family housing emerged as key area of growth
For end users, the various challenges in maintenance software led to the following problem statement.
How might we optimize and streamline the maintenance request process for property managers, residents, and the maintenance team, ensuring efficiency and satisfaction?
Challenges End Users Face in Maintenance Services
1
Resident
Work Order Request Issues – Inefficient request creation and lack of maintenance scheduling without updates.
2
Property Manager
Work Order Management – Task assignment inefficiencies and duplicated requests.
3
Maintenance Team
Work Order Completion – Only one common dashboard for tracking tasks, minimizing scheduling errors.
Customers' difficulties with Maintenance Systems
1
Separate software
Most property management software lacks built-in maintenance features, requiring customers to purchase a separate solution.
2
Limited integration
Maintenance software doesnot fully integrate with property management systems, restricting functionality to work order creation only.
Introducing the solution - ZentraCare
Maintenance under your control, with guaranteed reliability.
01
Effortless Work Order Submission for Residents
Easily Sign In & Submit Requests via the Zentra App.
Provide Detailed Issue Reports for faster resolution.
Schedule Repairs at Convenience, minimizing disruptions.
02
Simplified Work Order Processing for Property Managers
Filters Duplicate Requests for efficiency.
Prioritizes Work Orders to improve response time.
Tracks Work Orders in one centralized dashboard.
03
Optimized Work Scheduling for Maintenance Teams
Work Tracking for each team member to monitor progress.
Personalized Schedules for better task organization and on-time completion.
Real-Time Updates to keep everyone informed.
ZentraCare Pricing Model
Pricing Structure
2-tier subscription model charged based on end users at property, with a one-time installation fee for setup of the system.
*Feature Overview – A high-level look at ZentraCare’s key capabilities, as the full feature set cannot be shared.
Standard Tier
$10 - $20
Per month
Smart CMMS
Analytics
Work Order Management
Help & Support
Assets & Inventory Support
External Service Integration
AI Capabilities
Premium Tier
$21 - $30
Per month
Smart CMMS
Analytics
Work Order Management
Help & Support
Assets & Inventory Support
External Service Integration
AI Capabilities
How Was Pricing Determined to Unlock Recurring Revenue?
The hardware-driven model limits scalability due to a lack of recurring revenue. ZentraCare’s subscription-based approach ensures ongoing value for properties while driving sustainable growth.
The pricing model was crafted through data-driven analysis to ensure market alignment and competitiveness.
Data-Driven Analysis for Pricing
1
Environmental Analysis – Assessed industry trends and Zentra’s market position.
2
Competitor Analysis – Benchmarked pricing against industry standards.
3
Business Model Canvas (BMC) – Structured revenue streams and cost considerations.
4
Value Proposition Canvas – Defined customer needs and willingness to pay based on perceived value.
Beyond Revenue: Impact Areas
Streamlined Workflow
Enhances efficiency by automating tasks and optimizing maintenance processes.
User-Centric Design
Addresses key pain points, ensuring a seamless and intuitive experience for end users.
Scalable for properties
Ensures seamless adaptation for properties of all sizes, supporting growth and operational efficiency.
How did I put together this solution?
1. Client Kickoff
2. Market research - Environmental and Competitor analysis
3. User research - Qualitative interviews
4. Data analysis - Personas and JTBD
5. Design Validation Testing of the low fidelity prototype
6. Strategizing - Business Model Canvas (BMC) & SWOT Analysis
7. Final prototype for client demo
User Flow for End Users
01
User flow for Residents
Placing a Request
Residents log in and select "Create new request"
They enter the issue details and schedule a preferred time.
The request is submitted for processing.
Tracking a Request
Residents navigate to "Track Existing Requests."
They select a request to check the status.
Options include tracking staff progress or chatting with staff for updates.
02
User Flow for Property Managers
Prioritize & Assign Work Orders
Filter and prioritize tasks (High, Medium, Low).
Confirm and assign to a team member.
Monitor Team Performance
Access analytics and select a team member.
View performance insights for workload optimization.
03
User flow for Maintenance Staff
Viewing Work Order Statistics
Staff logs in and views "Work Order Statistics."
They review performance metrics like completed and pending tasks.
Managing Assigned Work Orders
Navigates to "Assigned Work Orders."
They select a specific work order to update progress.
Updating Work Order Status
If complete, the work order is marked as done and logged.
If on hold, staff specify the reason and inform the resident.
Additional Features for Maintenance Management
Property Managers can Easily Assign Tasks to Maintenance Teams
Property managers can delegate tasks effortlessly using a drag-and-drop function, assigning work based on team shifts and availability for optimized scheduling.
Track and Manage Maintenance Requests for Residents
Monitor Request Status – Keep track of all the maintenance requests.
Instant Updates – Receive real-time notifications on work order progress.
Timely Resolutions – Ensure issues are addressed without delays.
Real-Time Chat for Seamless Work Order Updates
Stay connected with staff and receive instant updates on maintenance requests through an integrated chat feature.
Key Learnings
Understanding Business & Market Dynamics
Conducting market research deepened my understanding of how a solution is marketed and positioned. It also helped me distinguish between stakeholders (buyers) and end users, allowing me to balance their needs effectively.
Navigating Revenue Complexity
The client emphasized the need for a scalable, recurring revenue model, which initially created uncertainty about prioritizing business goals over user needs. However, by staying user-focused, the right business decisions naturally followed. User-centric design led to business success.
Mitigating Risks Through Market Validation
Rather than building a solution first and then testing market demand, continuous market research kept the solution grounded in reality. This iterative approach ensured that the product was both user-friendly and commercially viable.
