Society Management Platform

A smart technology gives a digital platform to take care of the society’s security, communication, reduce the paper work, optimise the man power, error free work management and quick incidents management.

Role

Lead UI UX Designer

Scope

0 to 1 - Mobile/Web/Tablet/Kiosk - B2B2C

Timeline

12 months

50%

to

90%

Incident creation success rate

22%

to

4%

Visitor entry errors

5

days to

1

day

Incident resolution time

Summary

Condominium EcoSys

01 - Situation

Singapore’s ~9,000 MCST-managed estates (condominiums and mixed-use strata developments) rely on fragmented tools WhatsApp groups, paper logbooks, and email chains.

MCSTs face legal compliance obligations under the Building Maintenance & Strata Management Act (BMSMA), including documented complaint resolution, AGM record-keeping, and financial disclosure, yet no unified digital platform exists for this.

Singapore’s ~9,000 MCST-managed estates (condominiums and mixed-use strata developments) rely on fragmented tools WhatsApp groups, paper logbooks, and email chains.

MCSTs face legal compliance obligations under the Building Maintenance & Strata Management Act (BMSMA), including documented complaint resolution, AGM record-keeping, and financial disclosure, yet no unified digital platform exists for this.

02 - What I did

I built a centralised digital solution from 0 to 1, where I designed an end-to-end society management platform. I focused on understanding the problems faced by residents, society administrators, and service providers, and then converted those requirements into simple user flows and experiences.

I built a centralised digital solution from 0 to 1, where I designed an end-to-end society management platform. I focused on understanding the problems faced by residents, society administrators, and service providers, and then converted those requirements into simple user flows and experiences.

03 - Team Alignment

Leading end-to-end UX process from discovery to delivery with a cross-functional team: Product Manager, Designers, Tech Lead, Developers, and a Hardware Engineer.

Leading end-to-end UX process from discovery to delivery with a cross-functional team: Product Manager, Designers, Tech Lead, Developers, and a Hardware Engineer.

04 - My Role

Lead UX UI Designer, I owned the full design lifecycle of society management product including requirement gathering, user research, design workshops, collaboration with multiple stakeholders and wireframes. Results High-Fidelity Screens, Prototypes and Design Artifacts.

Lead UX UI Designer, I owned the full design lifecycle of society management product including requirement gathering, user research, design workshops, collaboration with multiple stakeholders and wireframes. Results High-Fidelity Screens, Prototypes and Design Artifacts.

The platform targets three primary user groups

The platform targets three primary user groups

03 - Security

Track visitors entry and checking their daily roaster.

01 - Resident

To raise complaints and maintenance, resident depends on phone calls, whatsapp messages and security office. No tracking after raising the incident complaints or maintenance requests.

02 - MCST Manager

Onboard new resident and security, verify physical documents. Track daily operations, reports and resolve the complaints.

03 - Security

Track visitors entry and checking their daily roaster.

Design Process

Discover

Define

Ideate

Design

Impact

Discovery

User interviews

  • 8 contextual interviews across 3 MCST types

Private condo (Narra Residences),

HDB-adjacent estate (Tampines),

mixed-use development (Paya Lebar).

  • 3 in-person sessions with Indian society residents (Mygate Society)

  • 5 remote interviews with residents and MCST manager via Teams.

User interviews

  • 8 contextual interviews across 3 MCST types

Private condo (Narra Residences),

HDB-adjacent estate (Tampines),

mixed-use development (Paya Lebar).

  • 3 in-person sessions with Indian society residents (Mygate Society)

  • 5 remote interviews with residents and MCST manager via Teams.

User interviews

  • 8 contextual interviews across 3 MCST types

Private condo (Narra Residences),

HDB-adjacent estate (Tampines),

mixed-use development (Paya Lebar).

  • 3 in-person sessions with Indian society residents (Mygate Society)

  • 5 remote interviews with residents and MCST manager via Teams.

Stakeholder Collaboration

  • Product Manager

  • Business Analyst

  • Platform Investors

  • Product Development Team

Stakeholder Collaboration

  • Product Manager

  • Business Analyst

  • Platform Investors

  • Product Development Team

Stakeholder Collaboration

  • Product Manager

  • Business Analyst

  • Platform Investors

  • Product Development Team

User daily life routine

User daily life routine

  • Based on interviews, I captured the daily routine of different users

Market analysis

Market analysis

Market research is conducted to understand how competitors are doing in the market, How CondoEcoSys works along with the human assistance. Its’s perk’s and limitation

NoBrokerHood

Your Society App

iCondo

Singapore based app

Credentials provided by the Client

MyGate

Society Management App

Adda

The Community

Super App

Problem framing based on research insights

Key Insight

“I manage all complaints and events on my personal WhatsApp - I can’t audit it, and I can’t hand it over when I retire.” - MCST Manager, Bishan, 2 years in role.


What this changed

We deprioritised the billing module and designed a structured complaints tracker with exportable audit trail - required under BMSMA for AGM record-keeping.

Singapore-Specific Insights That Must Change Design Decisions


1. Insight - Singapore residents expect bilingual notifications (English + Mandarin/Tamil) for maintenance alerts. Unilingual apps show 30-40% lower engagement among elderly HDB residents. Design change: Language selection added, defaulting to device local.


2. Insight - Security personnel at Singapore condominiums are frequently agency-contracted, non-English-speaking (Mandarin/Tamil primary language). Text-heavy forms caused 3/4 guards in pilot to skip fields. Design change: Entire gate flow redesigned to icon-first, 2-tap entry with visual confirmation only.


3. Insight - 89% of test participants expected Singpass as login option. 3/5 users abandoned a form-based OTP flow in usability sessions - Singapore’s digital identity infrastructure has conditioned users to expect it. Design change: Singpass MyInfo integration prioritised for resident onboarding, OTP retained as fallback only.

Define

Who we are designing for?

Who we are designing for?

  • Key Personas

Brandon Wagner

MCST Manager

Personality

Brandon Wagner is a 54 year old building manager with experience of managing residential societies and homeowners’ associations. He has a strong background in property management and a deep understanding to associated with maintaining a safe and thriving community environment.

Goals and Challenges

  • Brandon wants to streamline his daily tasks and responsibilities.

  • He seeks ways to improve efficiency in managing maintenance requests, communicating with residents, and keeping up with administrative tasks.

  • Managing the financial aspects of the society. He wants a platform that simplifies billing and accounting, promotes financial transparency, and makes it easy to generate reports for the community members.

  • Brandon is concerned about the security of the community and the timely resolution of maintenance issues.

Brandon Wagner

MCST Manager

Personality

Brandon Wagner is a 54 year old building manager with experience of managing residential societies and homeowners’ associations. He has a strong background in property management and a deep understanding to associated with maintaining a safe and thriving community environment.

Goals and Challenges

  • Brandon wants to streamline his daily tasks and responsibilities.

  • He seeks ways to improve efficiency in managing maintenance requests, communicating with residents, and keeping up with administrative tasks.

  • Managing the financial aspects of the society. He wants a platform that simplifies billing and accounting, promotes financial transparency, and makes it easy to generate reports for the community members.

  • Brandon is concerned about the security of the community and the timely resolution of maintenance issues.

Brandon Wagner

MCST Manager

Personality

Brandon Wagner is a 54 year old building manager with experience of managing residential societies and homeowners’ associations. He has a strong background in property management and a deep understanding to associated with maintaining a safe and thriving community environment.

Goals and Challenges

  • Brandon wants to streamline his daily tasks and responsibilities.

  • He seeks ways to improve efficiency in managing maintenance requests, communicating with residents, and keeping up with administrative tasks.

  • Managing the financial aspects of the society. He wants a platform that simplifies billing and accounting, promotes financial transparency, and makes it easy to generate reports for the community members.

  • Brandon is concerned about the security of the community and the timely resolution of maintenance issues.

John Anderson

MCST Council Member

(Resident)

Personality

John Anderson is a ambitious 32-year-old businessman lives in the bustling metropolis of Singapore. He holds a Bachelor's degree in Business Administration. John is an determined entrepreneur who has successfully founded and manages his own e-commerce company specializing in high-end fashion.

Goals and Challenges

  • John is a a stress-free guy who wants to live a hassle-free life in the society.


  • He also values personal growth, family, and maintaining a healthy work-life balance.


  • Wants a secure place for his family.

John Anderson

MCST Council Member

(Resident)

Personality

John Anderson is a ambitious 32-year-old businessman lives in the bustling metropolis of Singapore. He holds a Bachelor's degree in Business Administration. John is an determined entrepreneur who has successfully founded and manages his own e-commerce company specializing in high-end fashion.

Goals and Challenges

  • John is a a stress-free guy who wants to live a hassle-free life in the society.


  • He also values personal growth, family, and maintaining a healthy work-life balance.


  • Wants a secure place for his family.

William Jack

MCST Admin

Personality

William Jack is 34 years old married person. He is living a very good routine with his wife and child. He is portfolio manager who maintains multiple society's management.

Goals and Challenges

  • William wants to track all the flats list, residents, car details, family members, pets, facilities booking etc.


  • William manage all the security system like, guard details, cameras and equipments.


  • He wants to remove the manual paper work.

William Jack

MCST Admin

Personality

William Jack is 34 years old married person. He is living a very good routine with his wife and child. He is portfolio manager who maintains multiple society's management.

Goals and Challenges

  • William wants to track all the flats list, residents, car details, family members, pets, facilities booking etc.


  • William manage all the security system like, guard details, cameras and equipments.


  • He wants to remove the manual paper work.

William Jack

MCST Admin

Personality

William Jack is 34 years old married person. He is living a very good routine with his wife and child. He is portfolio manager who maintains multiple society's management.

Goals and Challenges

  • William wants to track all the flats list, residents, car details, family members, pets, facilities booking etc.


  • William manage all the security system like, guard details, cameras and equipments.


  • He wants to remove the manual paper work.

Jack Roger

Security

Personality

Jack Roger is 45 years old man, who is retired from defense and now he takes care of the society's security. He tracks inappropriate activities in society and takes action immediate.

Goals and Challenges

  • Jack wants to track all the incidents happen in society in single place.


  • He wants to take action against incident.


  • He wants to register visitors and delivery boys in the system in a hassle-free way.


  • Jack can open the main gate in emergency situation.

Jack Roger

Security

Personality

Jack Roger is 45 years old man, who is retired from defense and now he takes care of the society's security. He tracks inappropriate activities in society and takes action immediate.

Goals and Challenges

  • Jack wants to track all the incidents happen in society in single place.


  • He wants to take action against incident.


  • He wants to register visitors and delivery boys in the system in a hassle-free way.


  • Jack can open the main gate in emergency situation.

User Journey Map

User Journey Map

  • MCST Manager - Existing process

  • MCST Manager - Digitalised process

Key findings and user Pain Points

Core pain points - Resident

  • Residents have no visibility into whether their complaints are being acted upon

  • The average complaint resolution time in surveyed societies was 6-8 days

  • No shared tracking system between resident and MCST manager

Core pain points - MCST Manager

  • A MCST Manager spends 3-4 hours per day on coordination of field tasks

  • Resident complaints over phone calls

  • Manually logging visitor entries into logbook

  • Broadcasting notices via multiple WhatsApp groups

  • Reconciling maintenance payment records in spreadsheets

  • No audit trail

Define Problem Statement

Define Problem

Statement

Most residential societies rely on manual processes or fragmented tools for visitor entry, communication, and facility management.

User’s pain points:

  • No centralized system

  • Security gaps in visitor tracking

  • Poor communication between residents, manager & admin

  • Difficulty in managing amenities


“So we aimed to create a single Single Digital Ecosystem that integrates all these functionalities complaint tracking, visitor management, notice broadcasting, and maintenance records into a single mobile-first tool with distinct role-based access for residents, admin, MCST Manager and security.”

Ideate

Explorating Scenarios

Explorating Scenarios

Council Member (Resident)

01

Registration

John Anderson has 4 members in his family having 3 cars and 1 bike. He adds all his family members and vehicles in Condo EcoSys

02

Visitor access

Diana is a friend of John and she comes twice ot thrice in a month to meet John, (planned visitor). John adds her in condo app to provide entry access

03

Amenity booking

For his son's birthday, John books the party hall with decoration

04

Service booking

For birthday gift, John books a interior designer to renovate the son's room includng carpenter and electrician

05

Report

While inspecting the party hall decoration, John finds a garbage bin open outside of party hall. He reports to security immediately

06

Communication

In party hall, John finds an expensive wrist watch. He communicate ir to security

07

Payment

After event, John checks all bills in a sigle platform amd complete all the payments

02

Visitor access

Diana is a friend of John and she comes twice ot thrice in a month to meet John, (planned visitor). John adds her in condo app to provide entry access

02

Visitor access

Diana is a friend of John and she comes twice ot thrice in a month to meet John, (planned visitor). John adds her in condo app to provide entry access

Features Brain-storming

Features Brain-storming

Mobile app anatomy and visitor registration

Exploring solution

Stakeholders and in-house team

IA & Dashboard

Card Sorting

Staff Registration flow

Staff Registration flow

Council Member (Resident)

High level IA

MCST Manager

Security

Visitors

Otherv High level IA

Hemburger Menu

Hemburger Menu

Personal Info

Document

Notification history

Language

Settings

Help & support

Logout

Bottom Navigation

Home

  • Announcements

  • Bookings

  • Visitors

  • Upcoming events

  • Incident creation

  • Emergency contact

  • Announcements

  • Bookings

  • Visitors

  • Upcoming events

  • Incident creation

  • Emergency contact

Facility

  • Visitor parking

  • Party hall

  • Club house

  • Swimming pool

  • Guest House

  • Movie room

  • Visitor parking

  • Party hall

  • Club house

  • Swimming pool

  • Guest House

  • Movie room

Payment

  • Due rent

  • Maintenence

  • Other pendings

  • Payment history

  • Due rent

  • Maintenence

  • Other pendings

  • Payment history

Service

  • Plumber

  • Carpenter

  • Electrician

  • Renovation

  • Flooring

  • Painter

  • Plumber

  • Carpenter

  • Electrician

  • Renovation

  • Flooring

  • Painter

Incident

  • Voice complaints

  • Report incident

  • Status of complaint

  • Complaint history

  • Ratings

  • Voice complaints

  • Report incident

  • Status of complaint

  • Complaint history

  • Ratings

Design

Low-fidelity Wireframes

Low-fidelity Wireframes

High-Fidelity Interface Design

High-Fidelity Interface Design

A digital centralised platfom includes:

A digital centralised platfom includes:

30+

User Flows

5

Applications

4+

Iterations

5+

Prototypes

4+

Iterations

5+

Prototypes

Impact

Impact and Outcomes

Impact and Outcomes

Incident Creation Task Completion

Unmoderated usability test, 5 residents recruited via icondi Singapore community.

Task 1 (Create incident): 90% success in V2 vs 50% in V1. Average completion time on task: 42s -28s.

Manager Onboarding

2/3 MCST managers completed first onboarding proces of new resident in system independently within 30 minuites.

Previous offline document based process: No defined benchmark or audit trail.


Gate Entry/Exit Process Accuracy

Visitor entry erros dropped 22%

Observed in current paper logbook process at Narra Residences to 4% in simulated walkthrough.

Stakeholder Quote

Stakeholder Quote

“This is the first time I’ve seen a product that understands how an MCST actually operates - the audit trail export alone justifies switching.”

- MCST Manager, HDB-adjacent estate (Tampines).

Thankyou

Thankyou

Thankyou