Context

At Occupyd, I managed a B2C two-sided commercial property marketplace platform catering to British independent and corporate businesses ranging from restaurant owners to salon and beauty room owners, covering a wide spectrum of commercial real estate.

Problem

During the challenging period of the COVID-19 pandemic, the business faced the need to pivot and adapt to rapidly changing market conditions and customer needs. This required a swift and effective response to ensure the platform remained relevant and valuable to its users.

My Role & Accomplishment

In response to the pandemic's challenges and initial restrictions, I played a crucial support with the strategic pivot of Occupyd's business model. This initiative was crucial to align the platform with evolving market conditions and to maintain its relevance to our diverse user base. I meticulously set up and streamlined Key Performance Indicators (KPIs) to align with our monthly Objective and Key Results (OKRs). Through diligent weekly analysis and adjustments during product meetings, these efforts resulted in performance that exceeded our targets of getting more business owners and renters signed up by 120%. This not only demonstrated our ability to adapt swiftly but also underscored our commitment to achieving exceptional outcomes despite the adverse circumstances.

Further enhancing the platform's functionality and user engagement, I initiated a comprehensive four-month redesign of the user experience and interface. Managing a team of UX/UI designers and software engineers, I ensured that the new design met the high standards expected by our users. In parallel, I initiated the development of a Customer Retention Management prototype, which played a pivotal role in improving our long-term customer engagement strategy. Additionally, I established a systematic process for identifying and interviewing prospective users from various industries, which helped in creating detailed user personas. These personas informed the redesign process, ensuring that the platform effectively met the specific needs of our diverse customer segments, thus enhancing overall user satisfaction and platform usability.