Hyperin
Mall management platform • B2B SaaS
Improve center documents navigation where Shopping center admins can structure documentation easily and tenants can find docs at hand.
Expertise
Conceptualisation
Prototyping
Design system
Interaction design
UX/UI
Designing for scalability
Design handoff & implementation support
Role • UX Designer
I led the effort to uncover key user pain points and designing the tool from the ground up, focusing on streamlining workflows, improving efficiency, and delivering meaningful value to different user types.
My work clarified complex workflows, aligned stakeholders, and ensured a smooth design-to-development hand-off.
Timeline
2023
Link
Context
The document management system is used by property teams and tenants to access, edit, and manage important documents such as store agreements, marketing materials, and operational information. The system serves as a central hub for collaboration, ensuring users can quickly find and update the resources they need.
Problem
Users struggled to locate key documents and distinguish between files and attachments, while navigating between documents was confusing and time-consuming. Outdated editing tools and unclear workflows led to frequent support requests, reduced efficiency, and frustration for both tenants and property managers. The redesign aimed to improve clarity, streamline workflows, and make document management more intuitive and self-sufficient.
OUTCOME 1
Increased user satisfaction
Users described the new visual layout as more intuitive and appealing, which encouraged more confident navigation.
OUTCOME 2
Greater operational efficiency
Simplified navigation flows helped property teams complete routine document tasks faster and with fewer support requests.
OUTCOME 3
Improved information accessibility
Based on client and customer service feedback, clearer content sections helped teams locate key resources more easily and reduced confusion.
WHAT WE LEARNED
Confusing navigation, lack of visual hierarchy, and hard-to-find content
I evaluated the feature by identifying usability issues and workflow problems. I collaborated with the customer service team to gain a deeper understanding of common workflows, use cases, and user pain points.
On the landing page displaying the list of available documents, the interface lacks clear visual differentiation between documents and attachments. The layout feels flat and uninviting, making it harder for users to quickly scan and identify the content they need.
In the edit view where users manage documentation (add, delete, move), the hierarchy between files and folders is unclear. It’s difficult for users to understand which files belong to which parent group, and the process of moving documents is cumbersome and unintuitive.
The editor tools are outdated and limited, and creating new files requires extra steps. Users can’t create a file directly under a parent file, making the process slow and unintuitive
Key pain points
To understand the current situation, I collaborated closely with the Customer Service team to identify frequent user requests, common pain points, and key business cases. This helped reveal what customers needed most and where the existing tool was falling short.
Key information difficult to find
Users wanted clearly defined sections for easy navigation, such as opening hours, marketing materials, and real estate management. Tenants frequently inquire quick access to important sections
No visual navigation cues
Users requested a more visually engaging layout for the section listings, such as incorporating icons. The existing text-only layout was described by customers as “boring” and not appealing enough.
Difficult to navigate
Users found it difficult to navigate between different documents, often struggling to locate the information they needed.
IDEATION
Turning pain points into design opportunities
After identifying the main pain points, I began ideating new concepts and defining clear design goals to guide the redesign process.
Discoverability
Easy to find docs and improving navigation
Warm welcoming
Create visual UI to make the content more appealing and easy to identify
Visibility:
help tenants understand what is the most relevant information and how to find them
Accessible:
Make sure tenant can access to document from the phone
Workshop Goals & Approach
In total, I facilitate several reviews, these being creation, management (edit, delete, and move), and onboarding. Each of these helped me understand technical feasibilities and define scope.
✦ Facilitated kickoff sessions and collaborative workshops with product managers, developers, and domain experts to iterate on user flows and assess technical feasibility.
✦ Visualized detailed flow concepts, providing a foundation for backlog planning, prioritization, and stakeholder alignment.
OUTCOMES
✦ Prioritized and define MVP that addressed the essential user interactions: Create, delete, move.
✦ Established a clear roadmap for design and development, future updates ensuring the team focused on high-impact functionality first.
ITERATION & VALIDATION
Refining solutions through usability testing and identifying key friction points
During this phase, we came across certain limitations and challenges in redefining the map tool structure. We needed to be backwards compatible with the current 25 maps that were in production, so in order to continue support them, we needed to include the routing.
I created 4 prototypes in Figma and conducted Internal usability testing to understand:
Onboarding: The new redesign could be disruptive for experienced users. How do we introduce them to the new workplace? Do they need to double-check the documentation after migration?
Navigation: Scanning and finding documentation is key to managing file and moving across the workplace
sOLUTION
Create sections and articles
Users can create sections to organise articles and quickly locate content. Visually separating sections and files improves scannability.
sOLUTION
Tree navigation
Left and top navigation enhance scannability of primary categories. Secondary and tertiary categories are clearly distinguished through separate vertical placement.
sOLUTION
Article creation
Users can now create and customize articles to produce more visually appealing documents. The new editor tool offers enhanced content creation options, including the ability to add images and files directly within the article.
