Overview

Streamlining Property Management for an Elevated Resident Experience

2021
User Research
UI/UX Design

Client
Butler

Butler's Building Management System (BMS) empowers property management teams with a powerful suite of tools to streamline operations and elevate the resident experience. From the product's inception, our team at Persona was brought in to design the UI and UX, crafting an intuitive, user-centered interface that meets the needs of both management teams and residents.

Working closely alongside Butler's developers, we created a seamless digital experience that enhances property management and personal hospitality services, delivering a truly elevated living experience.

Butler partners with property owners, developers, and managers to deliver a seamless blend of hospitality and property management, enhancing every aspect of modern living.

Deployment in Hong Kong Properties

Transforming resident experience and property management in Hong Kong's top properties

Butler BMS has been implemented in several distinguished Hong Kong properties, setting a new standard for resident experience and operational efficiency. With advanced features like automated package tracking, real-time tenant communication, detailed analytics, and seamless integration with existing building systems, Butler BMS is transforming property management.

Notable deployments include renowned residential sites such as Eight Star Street, Marinella, and Fleur Pavilia, in collaboration with top property developers in Hong Kong.

Eight Star Street

Marinella

Fleur Pavilia

The Solution

A resident focused, tech-driven, property management system

Key features

Intuitive Admin Interface

Butler BMS

Streamlining property management through an intuitive admin interface

The Butler Building Management System (BMS) offers a clear and intuitive admin interface designed to empower property managers, even those with minimal technical expertise. With a user-friendly dashboard, BMS provides easy access to essential tools for package management, broadcast messaging, visitor tracking, leasing, invoicing, facility booking, and car park reservations.

This streamlined interface allows management teams to visualize crucial data at a glance, enhancing operational efficiency and ensuring a seamless experience for both staff and residents.

A Range of Evolving Features

Butler BMS

Expanding functionality with modular integration

Butler BMS is designed as a modular tool, allowing property managers to expand its capabilities with a range of integrated modules tailored to meet evolving needs. Each module enhances core functions, from package tracking and visitor management to invoicing and maintenance reporting, providing management teams with flexibility and scalability. As new needs arise, additional modules can be seamlessly incorporated, making Butler BMS a future-proof solution that grows with the demands of each property.

AI to Streamline Communication

Butler Concierge 2.0

Enhancing communication with AI-Powered assistance

The Butler Home Concierge 2.0 is an advanced AI chatbot seamlessly integrated with the Butler BMS, streamlining communication between tenants and property managers. Built on natural language processing, this intelligent system enables tenants to effortlessly book facilities, stay informed on important announcements, report and track issues, and much more—all within WhatsApp.

By leveraging AI, Butler Home Concierge 2.0 transforms interactions into a fluid, conversational experience, enhancing response times and overall resident satisfaction while reducing the management team's workload.

Responsive Booking Portal

Butler Residents Booking Portal

Enhancing service access with a dedicated booking portal

The Butler Residents Booking Portal complements the AI-powered chatbot by offering a more traditional, visual interface for tenants to explore and book available amenities. Accessible on mobile, tablet, and desktop, this portal allows residents to directly view and reserve facilities, parking spaces, and home services with ease. While the chatbot streamlines interactions through WhatsApp, the portal provides an organized overview that supports more complex or detailed bookings, catering to a wide range of user preferences and needs.

User Flow

Defining user journeys to lay the foundation for intuitive design

To ensure ButlerO BMS’ functionality was both intuitive and efficient for all user roles, we meticulously mapped out detailed user flows. These flowcharts encompassed each feature and role, from visitor registration to concierge requests, allowing us to tailor the experience to the needs of property managers, residents, and service staff alike.

Our collaborative workflow with Butler’s team involved defining every step and interaction, laying out clear paths across the dashboard and associated screens. This approach enabled us to create a cohesive design that anticipates user needs, supports task efficiency, and ensures each interaction aligns with Butler BMS’s overall vision for enhanced property management.

Wireframe

Laying the groundwork with detailed wireframes

We developed multiple iterations of wireframes for both the frontend and backend interfaces, serving as a crucial step in our design process. These wireframes provided a bare-bones representation of each feature’s layout, enabling clear communication with the client and their development team.

By translating the user flows from the initial planning phase into tangible screens, the wireframes ensured alignment on functionality and design direction before moving to high-fidelity prototypes.

Initial Resident App

Designing an initial tenant app to streamline resident communication

At the outset, Butler envisioned a tenant app as a primary tool for residents to communicate with building management. Our team designed the interactions and interfaces for the app, focusing on seamless access to services, maintenance requests, and real-time updates.

However, as Butler BMS evolved, the strategic direction shifted toward a combination of an AI-powered chatbot and a versatile web-based booking portal. This shift enabled a more flexible approach, integrating tenant communication and service booking into familiar, accessible platforms without the need for a dedicated mobile app.

Wireframes to Final Design

Crafting a cohesive interface from wireframe to final design

Wireframes are simplified visual guides representing the skeletal structure of a digital interface. They serve as a blueprint in the design process, allowing us to outline the functionality, layout, and user flow before adding final design elements. For Butler BMS, we used wireframes to communicate initial ideas with the client and development team, ensuring alignment on core features and usability goals.

Through iterative feedback, we refined these wireframes into a robust, visually intuitive interface that enables property managers to access key data and features with ease.

Impact

Delivering measurable results in property management

By implementing Butler BMS, property management teams have seen significant improvements in operational efficiency and tenant satisfaction. The system's powerful features translate into tangible outcomes:

33%

Reduction in time spent on property management tasks, freeing up resources for a more personalized resident experience.

↑80%

Occupancy rates in Butler-powered properties, resulting from faster lease-ups, higher renewal rates, and reduced vacancy times.

Note on the usage of AI

Some images on this website and our Instagram account are generated using AI technologies. We use these advanced technologies to support our existing services, enhance narrative and storytelling, and improve the client experience. We believe that generative AI has a valuable place in modern creativity, but it is crucial to ensure that these technologies do not exploit artists' work without explicit permission. We are committed to ethical practices in all aspects of our business, including the use of AI.