Introduction
To improve Poplar Homes' maintenance request system, we need to focus on reducing response times and increasing tenant satisfaction. This challenge touches on key aspects of property management, including communication efficiency, service quality, and overall user experience. I'll approach this by analyzing user segments, identifying pain points, generating solutions, and proposing metrics for success.
Step 1
Clarifying Questions (5 mins)
Why it matters: Determines if we need to focus on automation or human-centric solutions Expected answer: Managing 5,000+ properties with 15,000+ tenants Impact on approach: Would lean towards automated systems for initial triage if numbers are high
Why it matters: Influences the design of our solution and potential areas for improvement Expected answer: Mix of app and web portal, with some phone calls Impact on approach: Would focus on streamlining the dominant channel and improving others
Why it matters: Helps quantify the problem and set improvement targets Expected answer: 48-72 hours on average Impact on approach: Would aim to reduce this significantly, possibly to same-day responses
Why it matters: Ensures our solution aligns with broader company objectives Expected answer: Response time, tenant satisfaction scores, cost per request Impact on approach: Would tailor solutions to directly impact these KPIs
At this point, you can ask interviewer to take a 1-minute break to organize your thoughts before diving into the next step.
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