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To translate the Kontor Back Office platform into a B2C offering, improving broker efficiency and user engagement, and creating a self-serve platform for small businesses to find and book office spaces.
I’ve worked with the team at Kontor for a number of years on their core offering. Hey Offices is the brainchild of Luke (Founder), Polly (Marketing) and Alex (COO), Hey Offices takes the best of Kontor, the best of Rightmove and the best of AirBnB to deliver a premium office broker service without the hassle of a real life broker.At Kontor, they were seeing a lot of small (1-10 people) companies taking up a lot of their brokers time, this was proving to be an inefficient use of their resources and no longer reflected their ideal customer profile.
- Successfully translated the Kontor Back Office platform into a user-friendly B2C offering, creating Hey Offices, which catered to small businesses seeking office spaces.
- Enhanced user engagement and satisfaction through personalised and efficient user interfaces.
- Achieved a significant increase in homepage conversion rates and lead submissions through the use of natural language forms and behavioural analytics.Improved broker efficiency by over 4x, allowing them to focus on high-value clients.
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During the discovery phase, I conducted detailed interviews with Kontor stakeholders, including the founders and key team members, to understand their vision, business goals, and specific requirements for the new platform. This was complemented by comprehensive market research, analysing the competitive landscape with a focus on platforms like Rightmove and Airbnb to identify key features and opportunities for differentiation. Additionally, I engaged with small businesses through surveys and interviews to understand their needs, pain points, and expectations from an office booking platform.
In the design and prototyping phase, I developed comprehensive user journey maps to identify critical touchpoints and optimise the user experience for both brokers and small business customers. This involved creating wireframes and interactive prototypes to visualise the user interface and user experience. Usability testing with potential users was conducted to gather feedback and refine the design. The high-fidelity designs were developed to align with Kontor’s brand guidelines, ensuring a consistent and engaging user experience across all touchpoints.
During development and implementation, I collaborated with the development team using agile methodologies to ensure iterative progress and timely delivery of features. Key integrations included a natural language form for lead submission and HotJar analytics to track and understand customer behaviour on the platform. Performance optimisation was a focus, ensuring the platform’s performance with fast load times and a smooth user experience.
For the launch and iteration phase, I conducted a beta testing phase with a select group of users to gather feedback and identify any issues before the full launch. A comprehensive launch strategy was developed, including marketing and customer communication plans to maximise reach and engagement. Post-launch, I continuously monitored user feedback and platform analytics to identify areas for improvement and rolled out updates and new features based on user needs and market trends.
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