JLL Jet
Mobile app to help workers return to office in a post-pandemic hybrid workplace
Just prior to the pandemic, JLL released a new product targeted at helping their enterprise real-estate client’s employees navigate their office environments by booking amenities, finding colleagues, filing work orders and wayfinding. The app initially launched with a poorly conceived voice-driven interface which limited user effectiveness and adoption. Recognizing the value of the underlying technology as employees returned to hybrid work arrangements post-pandemic, I prioritized research and design efforts to reimagine the app’s user interface, improve its interaction model, and ultimately support the workforce’s return to office transition.
ROLE
VP of Product Design
SCOPE
Product Strategy, Product Design, User Research
AUDIENCE
Office workers, B2B Clients
PROBLEM
After more than a year of work from home during the pandemic, JLL’s clients needed support in attracting their employees back to the office, safely. The needs of workers in this post-pandemic environment had changed, making it important to consider new workflows for hybrid environments with distancing requirements.
STRATEGY
While we leveraged the back-end of the existing platform, we used design thinking strategies to reconceive the user experience (iOS & Android native + web/desktop versions). In addition, we conceptualized features that catered to the new needs of workers returning to offices post-pandemic. Our innovative 'Plans' feature allowed an employee to identify which days of the week or hours of a day they planned to be in a particular office then leveraged AI to make recommendations on ideal times to coordinate meetings with teams and colleagues.
SOLUTION
The app was rolled out internally to 100,000+ JLL employees to beta test internal return to office experiences and then provided to JLL clients. Our redesigned experience greatly enhanced the usefulness of the app, and analytics showed a 500%+ increase in repeat usage compared to the voice-based version it replaced. In part due to this successful launch, the application was acquired by HqO in July of 2022.
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