Lennon Mills
Turning a Tenant Portal into a precinct operating system
Year
2025
Category
Product Strategy · AI Experience
Client
Perri Group
/ Problem - Where the Brochures Stops
Lennon Mills is a smart, edgy, and industrial precinct with a premium, forward-thinking brand. To fully sustain this high-end experience after the sales cycle, the next step was to bring that same brand depth into the day-to-day tenant experience.
Booking a meeting room, reporting a fault, and finding the Wi-Fi password originally relied on a mix of emails, phone calls, and whoever happened to answer. The brief was to centralise these fragmented touchpoints into a unified tenant portal, creating a single, intuitive login for core administrative jobs like space booking, maintenance requests, and building information.
The brochure defines the brand promise and the portal is where tenants experience it in practice.
To bridge that gap, the portal could not be treated as a generic, bolted-on utility. It needed to be designed as the primary operational touchpoint, a direct extension of the premium physical precinct.
/ Who It's For
A single building accommodates a diverse set of users. Lennon Mills leases across different segments: enterprise in advanced manufacturing and life sciences; Industry 4.0 SMEs and last-mile logistics operators whose staff are largely deskless and mobile; and creative studios alongside an on-site hospitality operator.
Their daily tasks differ, but their core objectives are the same: resolve a problem, book a utility, or access information. The portal accommodates these varied needs through a single, unified interface that personalises the experience based on the user's role. By avoiding a generic, one-size-fits-all dashboard, the system remains intuitive and relevant for every user type across the precinct.
/ Strategy
The redesign centralises the portal’s core utilities into a unified architecture. By consolidating user actions into three primary workflows, the system routes all requests through a shared set of interfaces. This creates a single source of truth, reducing maintenance overhead compared to managing separate, disconnected tools.
One core decision shaped the look and feel. The inherited template placed working forms on a full field of the brand's signature yellow, a palette built for marketing impact on a page seen once. On a surface used weekly, it tires the eye and fails accessibility contrast on body text. The redesign demotes yellow to an accent for actions, active states and key figures, and moves the work onto a calm colour.
A second principle is built to personalise and to absorb stronger models over time without a rebuild. The intelligence is embedded in well-defined seams, and every consequential action stays human-led.
/ Features
Booking and Personalised Rebooking
Booking is the portal’s commercial centre and its largest source of support load. Booking runs as a four-step decision: space, date and time, details, payment, rather than a long form.
Pre-qualification: Selecting a space first reveals a fit panel covering capacity, area, and equipment.
Real-time tracking: A pinned summary panel tracks selections and pre-calculated totals to ensure clarity before checkout.
The flow moves demand toward longer, higher-value bookings by making the stronger option legible at the point of decision.
The ‘Suggested for You’ module turns past behaviour into immediate shortcuts. By analysing the tenants’ actual usage patterns, the system automatically surfaces recurring events and recommends their usual packages before they even search. The portal accurately anticipates the tenant’s needs, saves them time and clicks.
Severity as a Service Level
Instead of making managers decode free-text messages, it automatically routes maintenance requests to the correct trade using a category picker and photo capture. By tying priority levels to clear response windows, tenants select urgency accurately so the team can manage their workload. A triage panel lets tenants confirm the system’s categorisation before submitting, ensuring clean data today while building the foundation for automated triage in the future.
A Concierge that Shows Its Work
A concierge is docked on every signed-in screen and folds the three intents into a single conversation: booking, reporting, and asking, opened by stating its own limits. Anything that spends money or sends a person is confirmed by the tenant and approved by a manager first, and is always reachable. It answers only from the building’s own content library, and each reply offers specific next actions rather than open-ended chat.
The model is designed to let human stays the source of intent, and the assistant multiplies reach, acting under supervision. It acts as a conversational front door whenever a team member isn’t instantly available.
One Library Behind Everything
The information hub is built as a searchable digital library, demonstrating how things work. The building’s guides are individually addressable. This is the single content set the whole system reads from, so the concierge’s answers and the site plan’s annotations come from the same source as the guides a tenant opens here. Updating it once allows the portal, the map and the assistant to all stay consistent.
Static building documentation and brochures are transformed into a centralised knowledge base that powers the assistant.
An Interactive Site Plan - Building to Community
In a multi-tenant precinct, the real value is the ecosystem itself, so the estate plan is rebuilt as an interactive map, every warehouse, studio, office and amenity individually addressable, with the tenant’s own unit set as the anchor.
At its base, it is wayfinding and the concierge’s visual answer: tenants ask where something is, and the map opens on it. But because every space is addressable and layered, the same surface is built to grow into a shared estate: seeing the precinct as a network you belong to, finding and visiting a neighbouring business, and surfacing which adjacent studios or warehouses are free to book or available to expand into.
By surfacing these vacancies organically, the portal turns a tenant’s growth into an immediate, intra-precinct leasing opportunity for the operator.
/ Result
Instead of just forms behind a login, the tenant portal acts as a direct extension of the brand-combining intuitive booking, transparent maintenance tracking, and a practical AI-layered assistant.
The success will be measured by how the design shifts key performance targets over time (e.g., Decrease in maintenance emails, Increase in intra-precinct room bookings). It balances brand strategy with structured engineering, where a creative read of the problem and a structured build have to hold together, ensuring the system actually delivers on what Lennon Mills promises.
Lennon Mills
Turning a Tenant Portal into a precinct operating system
Year
2025
Category
Product Strategy · AI Experience
Client
Perri Group
/ Problem - Where the Brochures Stops
Lennon Mills is a smart, edgy, and industrial precinct with a premium, forward-thinking brand. To fully sustain this high-end experience after the sales cycle, the next step was to bring that same brand depth into the day-to-day tenant experience.
Booking a meeting room, reporting a fault, and finding the Wi-Fi password originally relied on a mix of emails, phone calls, and whoever happened to answer. The brief was to centralise these fragmented touchpoints into a unified tenant portal, creating a single, intuitive login for core administrative jobs like space booking, maintenance requests, and building information.
The brochure defines the brand promise and the portal is where tenants experience it in practice.
To bridge that gap, the portal could not be treated as a generic, bolted-on utility. It needed to be designed as the primary operational touchpoint, a direct extension of the premium physical precinct.
/ Who It's For
A single building accommodates a diverse set of users. Lennon Mills leases across different segments: enterprise in advanced manufacturing and life sciences; Industry 4.0 SMEs and last-mile logistics operators whose staff are largely deskless and mobile; and creative studios alongside an on-site hospitality operator.
Their daily tasks differ, but their core objectives are the same: resolve a problem, book a utility, or access information. The portal accommodates these varied needs through a single, unified interface that personalises the experience based on the user's role. By avoiding a generic, one-size-fits-all dashboard, the system remains intuitive and relevant for every user type across the precinct.
/ Strategy
The redesign centralises the portal’s core utilities into a unified architecture. By consolidating user actions into three primary workflows, the system routes all requests through a shared set of interfaces. This creates a single source of truth, reducing maintenance overhead compared to managing separate, disconnected tools.
One core decision shaped the look and feel. The inherited template placed working forms on a full field of the brand's signature yellow, a palette built for marketing impact on a page seen once. On a surface used weekly, it tires the eye and fails accessibility contrast on body text. The redesign demotes yellow to an accent for actions, active states and key figures, and moves the work onto a calm colour.
A second principle is built to personalise and to absorb stronger models over time without a rebuild. The intelligence is embedded in well-defined seams, and every consequential action stays human-led.
/ Features
Booking and Personalised Rebooking
Booking is the portal’s commercial centre and its largest source of support load. Booking runs as a four-step decision: space, date and time, details, payment, rather than a long form.
Pre-qualification: Selecting a space first reveals a fit panel covering capacity, area, and equipment.
Real-time tracking: A pinned summary panel tracks selections and pre-calculated totals to ensure clarity before checkout.
The flow moves demand toward longer, higher-value bookings by making the stronger option legible at the point of decision.
The ‘Suggested for You’ module turns past behaviour into immediate shortcuts. By analysing the tenants’ actual usage patterns, the system automatically surfaces recurring events and recommends their usual packages before they even search. The portal accurately anticipates the tenant’s needs, saves them time and clicks.
Severity as a Service Level
Instead of making managers decode free-text messages, it automatically routes maintenance requests to the correct trade using a category picker and photo capture. By tying priority levels to clear response windows, tenants select urgency accurately so the team can manage their workload. A triage panel lets tenants confirm the system’s categorisation before submitting, ensuring clean data today while building the foundation for automated triage in the future.
A Concierge that Shows Its Work
A concierge is docked on every signed-in screen and folds the three intents into a single conversation: booking, reporting, and asking, opened by stating its own limits. Anything that spends money or sends a person is confirmed by the tenant and approved by a manager first, and is always reachable. It answers only from the building’s own content library, and each reply offers specific next actions rather than open-ended chat.
The model is designed to let human stays the source of intent, and the assistant multiplies reach, acting under supervision. It acts as a conversational front door whenever a team member isn’t instantly available.
One Library Behind Everything
The information hub is built as a searchable digital library, demonstrating how things work. The building’s guides are individually addressable. This is the single content set the whole system reads from, so the concierge’s answers and the site plan’s annotations come from the same source as the guides a tenant opens here. Updating it once allows the portal, the map and the assistant to all stay consistent.
Static building documentation and brochures are transformed into a centralised knowledge base that powers the assistant.
An Interactive Site Plan - Building to Community
In a multi-tenant precinct, the real value is the ecosystem itself, so the estate plan is rebuilt as an interactive map, every warehouse, studio, office and amenity individually addressable, with the tenant’s own unit set as the anchor.
At its base, it is wayfinding and the concierge’s visual answer: tenants ask where something is, and the map opens on it. But because every space is addressable and layered, the same surface is built to grow into a shared estate: seeing the precinct as a network you belong to, finding and visiting a neighbouring business, and surfacing which adjacent studios or warehouses are free to book or available to expand into.
By surfacing these vacancies organically, the portal turns a tenant’s growth into an immediate, intra-precinct leasing opportunity for the operator.
/ Result
Instead of just forms behind a login, the tenant portal acts as a direct extension of the brand-combining intuitive booking, transparent maintenance tracking, and a practical AI-layered assistant.
The success will be measured by how the design shifts key performance targets over time (e.g., Decrease in maintenance emails, Increase in intra-precinct room bookings). It balances brand strategy with structured engineering, where a creative read of the problem and a structured build have to hold together, ensuring the system actually delivers on what Lennon Mills promises.
Lennon Mills
Turning a Tenant Portal into a precinct operating system
Year
2025
Category
Product Strategy · AI Experience
Client
Perri Group
/ Problem - Where the Brochures Stops
Lennon Mills is a smart, edgy, and industrial precinct with a premium, forward-thinking brand. To fully sustain this high-end experience after the sales cycle, the next step was to bring that same brand depth into the day-to-day tenant experience.
Booking a meeting room, reporting a fault, and finding the Wi-Fi password originally relied on a mix of emails, phone calls, and whoever happened to answer. The brief was to centralise these fragmented touchpoints into a unified tenant portal, creating a single, intuitive login for core administrative jobs like space booking, maintenance requests, and building information.
The brochure defines the brand promise and the portal is where tenants experience it in practice.
To bridge that gap, the portal could not be treated as a generic, bolted-on utility. It needed to be designed as the primary operational touchpoint, a direct extension of the premium physical precinct.
/ Who It's For
A single building accommodates a diverse set of users. Lennon Mills leases across different segments: enterprise in advanced manufacturing and life sciences; Industry 4.0 SMEs and last-mile logistics operators whose staff are largely deskless and mobile; and creative studios alongside an on-site hospitality operator.
Their daily tasks differ, but their core objectives are the same: resolve a problem, book a utility, or access information. The portal accommodates these varied needs through a single, unified interface that personalises the experience based on the user's role. By avoiding a generic, one-size-fits-all dashboard, the system remains intuitive and relevant for every user type across the precinct.
/ Strategy
The redesign centralises the portal’s core utilities into a unified architecture. By consolidating user actions into three primary workflows, the system routes all requests through a shared set of interfaces. This creates a single source of truth, reducing maintenance overhead compared to managing separate, disconnected tools.
One core decision shaped the look and feel. The inherited template placed working forms on a full field of the brand's signature yellow, a palette built for marketing impact on a page seen once. On a surface used weekly, it tires the eye and fails accessibility contrast on body text. The redesign demotes yellow to an accent for actions, active states and key figures, and moves the work onto a calm colour.
A second principle is built to personalise and to absorb stronger models over time without a rebuild. The intelligence is embedded in well-defined seams, and every consequential action stays human-led.
/ Features
Booking and Personalised Rebooking
Booking is the portal’s commercial centre and its largest source of support load. Booking runs as a four-step decision: space, date and time, details, payment, rather than a long form.
Pre-qualification: Selecting a space first reveals a fit panel covering capacity, area, and equipment.
Real-time tracking: A pinned summary panel tracks selections and pre-calculated totals to ensure clarity before checkout.
The flow moves demand toward longer, higher-value bookings by making the stronger option legible at the point of decision.
The ‘Suggested for You’ module turns past behaviour into immediate shortcuts. By analysing the tenants’ actual usage patterns, the system automatically surfaces recurring events and recommends their usual packages before they even search. The portal accurately anticipates the tenant’s needs, saves them time and clicks.
Severity as a Service Level
Instead of making managers decode free-text messages, it automatically routes maintenance requests to the correct trade using a category picker and photo capture. By tying priority levels to clear response windows, tenants select urgency accurately so the team can manage their workload. A triage panel lets tenants confirm the system’s categorisation before submitting, ensuring clean data today while building the foundation for automated triage in the future.
A Concierge that Shows Its Work
A concierge is docked on every signed-in screen and folds the three intents into a single conversation: booking, reporting, and asking, opened by stating its own limits. Anything that spends money or sends a person is confirmed by the tenant and approved by a manager first, and is always reachable. It answers only from the building’s own content library, and each reply offers specific next actions rather than open-ended chat.
The model is designed to let human stays the source of intent, and the assistant multiplies reach, acting under supervision. It acts as a conversational front door whenever a team member isn’t instantly available.
One Library Behind Everything
The information hub is built as a searchable digital library, demonstrating how things work. The building’s guides are individually addressable. This is the single content set the whole system reads from, so the concierge’s answers and the site plan’s annotations come from the same source as the guides a tenant opens here. Updating it once allows the portal, the map and the assistant to all stay consistent.
Static building documentation and brochures are transformed into a centralised knowledge base that powers the assistant.
An Interactive Site Plan - Building to Community
In a multi-tenant precinct, the real value is the ecosystem itself, so the estate plan is rebuilt as an interactive map, every warehouse, studio, office and amenity individually addressable, with the tenant’s own unit set as the anchor.
At its base, it is wayfinding and the concierge’s visual answer: tenants ask where something is, and the map opens on it. But because every space is addressable and layered, the same surface is built to grow into a shared estate: seeing the precinct as a network you belong to, finding and visiting a neighbouring business, and surfacing which adjacent studios or warehouses are free to book or available to expand into.
By surfacing these vacancies organically, the portal turns a tenant’s growth into an immediate, intra-precinct leasing opportunity for the operator.
/ Result
Instead of just forms behind a login, the tenant portal acts as a direct extension of the brand-combining intuitive booking, transparent maintenance tracking, and a practical AI-layered assistant.
The success will be measured by how the design shifts key performance targets over time (e.g., Decrease in maintenance emails, Increase in intra-precinct room bookings). It balances brand strategy with structured engineering, where a creative read of the problem and a structured build have to hold together, ensuring the system actually delivers on what Lennon Mills promises.