Revolutionizing Real Estate: Carrie Denning Jackson on Pioneering Parking Solutions with Metropolis
In an ever-evolving urban landscape, the need for real estate firms to modernize their parking operations to deliver a more streamlined driver experience has never been more important. Acknowledging this, Jamestown, a global, design-focused real estate investment and management firm, brought on Metropolis to one of their properties and experienced highly positive results.
Metropolis sat down with Carrie Denning Jackson, Director of Innovation at Jamestown, to speak about the company’s experience with Metropolis.
In this interview, Carrie shares how Metropolis’ integrated technology and operating model not only enhanced driver experiences, but also drove operational efficiency and scaled the garage to meet maximum demand. Read on to discover how Metropolis is not only meeting but exceeding the expectations of real estate firms, like Jamestown.
“Our primary criterion was enhancing the user experience. We assessed everything from the reliability of gates to wayfinding.
Metropolis impressed us with its vertical integration, combining operational and technological expertise. This approach showed innovation not just in user experience but also in operational efficiency – crucial for both landlords and visitors.”
— Carrie Denning Jackson, Director of Innovation, Jamestown
Metropolis: Hi, Carrie! To begin, could you give us an overview of your journey and current role at Jamestown?
Carrie Denning Jackson: Sure. I'm Carrie Denning Jackson, and I've been part of Jamestown for about two years. My career in urban tech spans a couple of decades, and at Jamestown, I'm responsible for spearheading innovation. This involves identifying and piloting exciting companies, then scaling successful initiatives across our portfolio. Before Jamestown, I spent over five years at Sidewalk Labs, Google's urban innovation arm.
M: What drew Jamestown's attention towards rethinking parking operations?
CDJ: Parking, traditionally, has been a frustrating experience. I wanted to reimagine the entire journey of someone visiting our assets – from the moment they learn about us to their actual visit. Modernizing parking was key to making this experience better and faster.
Also, with economic pressures, any opportunity to reduce costs or increase revenue is critical. Another aspect is data. Access to accurate and easily digestible data is crucial, especially compared to traditional providers.
M: How did Metropolis stand out in your search?
CDJ: First and foremost, we were looking for companies that created a great experience. We assessed everything from the reliability of gates to wayfinding. What we really liked about Metropolis is that they are vertically integrated - they are combining the operation side with the technology side. It’s innovation not just with the seamless experience, but it’s also innovation with what is the best way to run a parking company, and how to operate in an efficient way that works for landlords, tenants, visitors, et cetera.
M: Transitioning to new technology can be challenging. What resistance did you encounter in adopting Metropolis's system?
CDJ: Change management is key. Introducing technology like Metropolis was initially met with nervousness. There were concerns about shifting from long-standing incumbents to a new system involving mobile payments. Convincing everyone took time, but witnessing Metropolis in action turned skepticism into confidence. After our property manager experienced the Metropolis system firsthand, the approval was almost instantaneous.
M: Can you describe the experience of implementing Metropolis at Jamestown?
CDJ: Launching Metropolis at Home Plate Center was notably seamless. Often, pilots face numerous hiccups, but the ease of tenant onboarding, scheduling demos, and the overall vendor experience was exceptional.
M: What impact has Metropolis had on driver experiences?
CDJ: The impact has been remarkable. We've seen a customer experience score of eight and a half out of 10, which is outstanding for parking. The feedback, especially in the early days, was overwhelmingly positive, even from those less accustomed to technology. It's been a fantastic collaboration.
M: What drives the decision to expand the use of Metropolis across more locations?
CDJ: Metropolis offers a comprehensive, turnkey solution. It's not just about adding technology; it's about enhancing the driver experience in every aspect. Metropolis brings in efficiency and cost-effectiveness that traditional operators may lack, making it a straightforward choice for upgrading our parking experiences.
M: Finally, how has working with Metropolis influenced costs and revenue at Jamestown?
CDJ: Since introducing Metropolis at Home Plate Center, we've seen a 50% reduction in costs and a significant uptick in transient revenue. The improved experience has led to a high rate of return visits – around 72%. This blend of cost efficiency and enhanced customer satisfaction is exactly what we aim for in our parking operations.
M: Your insights have been incredibly valuable, Carrie. Thank you for sharing your experiences with us.
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