property management.

Streamlined website experience that optimizes usability and workflows for tenants, owners, and admins (client confidential)

Project Overview

A comprehensive property management platform designed to streamline operations for tenants, property owners, and administrators. Features include lease management, online rental payments, maintenance requests, and a client portal.

My Role

I was brought in to refine and enhance the platform’s user experience, making it more intuitive and efficient for all stakeholders. As a Lead Product Designer, I was responsible for research, UX strategy, and a complete redesign to improve usability and streamline workflows for tenants, property owners, and administrators.

The Problem

The existing platform lacked a clear user experience, making it difficult for stakeholders to complete key actions efficiently. Tenants struggled with rent payments and maintenance requests, owners lacked property insights, and admins needed better tools for managing operations. The goal was to restructure the platform, modernize the UI, and create a seamless experience for all users.

Current Experience

Research

I took a data-driven approach to understanding user needs and market opportunities. By conducting user interviews, competitive analysis, and market research, I gained valuable insights that shaped the redesign strategy. My goal was to create a seamless and intuitive platform that addresses key stakeholder challenges and enhances engagement.

RESEARCH GOALS

• Identify usability gaps and pain points for tenants, owners, and admins.
• Improve navigation and task efficiency across the platform.
• Benchmark against industry standards to incorporate best practices.
• Enhance mobile responsiveness for a seamless multi-device experience.
• Optimize workflows to reduce friction in lease management, payments, and maintenance requests.

RESEARCH METHOD

• Market Research
• Competitive Analysis
• User Interviews

Market Research

To understand industry trends and user expectations, I conducted in-depth market research. I analyzed emerging technologies, user behavior patterns, and best practices in digital property solutions. This helped me identify opportunities to improve efficiency, accessibility, and engagement within the platform.

CURRENT MARKET TRENDS
• Growing Demand for Digital Property Solutions – More property managers and landlords are adopting digital platforms to streamline operations and reduce administrative overhead.
• Self-Service Portals are a Must – Modern platforms prioritize self-service tools, allowing tenants and owners to manage tasks without direct admin intervention.

TARGET AUDIENCE
1. Tenants: Renters looking for a seamless way to manage their leases, pay rent, and request maintenance.
2. Property Owners: Individual landlords and property management firms overseeing multiple rental units.
3. Administrators: Property managers responsible for daily operations, handling tenant and owner requests.

Competitive Analysis

I benchmarked the platform against leading digital solutions, evaluating their strengths and weaknesses. Key takeaways included:

  • Intuitive Navigation – Top-performing platforms provided quick access to key actions.

  • Automation Opportunities – Streamlining lease management and maintenance requests saved time.

  • Feature Gaps – Competitors lacked comprehensive financial tracking tools for property owners.

User Interviews

  • Conducted stakeholder interviews with tenants, owners, and administrators to understand pain points.

  • Analyzed user behavior and task flows to identify bottlenecks.

  • Discovered that users needed clearer navigation, faster access to key actions, and a more intuitive mobile experience.

KEY FINDINGS:

  • Tenants wanted an easier way to pay rent and submit maintenance requests.

  • Owners needed better financial tracking and property performance insights.

  • Admins struggled with inefficient workflows for property management.

Information Architecture (I.A)

To improve usability, I restructured the platform into three distinct user views:

  • Tenant View – Rent payments, maintenance requests, and lease details.

  • Owner View – Property performance, tenant management, and financial tracking.

  • Admin View – Centralized management for properties, tenants, and finances.


Site Map

I reorganized the platform’s site map to create a clear, intuitive structure that made it easier for tenants, property owners, and admins to navigate. By grouping related tasks together, users could quickly access key features like rent payments, maintenance requests, and property management tools, improving overall usability.

Feature Roadmap

The feature roadmap prioritized key functionalities based on user needs and pain points. I focused on simplifying rent payments for tenants, providing insights for property owners, and streamlining admin tools. This roadmap helped ensure a user-centered approach to the platform’s development.

User Flows

I developed user flows for tenants, property owners, and admins to ensure efficient task completion. These flows guided users through essential actions, such as rent payments for tenants, property insights for owners, and operational management for admins, reducing friction and improving the overall experience.

Design System

I established a comprehensive design system, covering typography, colors, iconography, spacing, and interactive elements. This ensured consistency across the platform while enhancing accessibility and usability.

Low-Fi Wireframe

Using insights from the research, I developed low-fidelity wireframes to map out key screens and interactions. I began by creating simple sketches to outline the platform's basic structure and layout, focusing on core functionalities and user flows. This approach facilitated rapid iteration and collaboration with stakeholders, ensuring alignment with user needs and business objectives.

Hi-Fi Wireframe

Building upon the initial sketches, I developed detailed wireframes incorporating visual elements and branding guidelines. These wireframes provided a realistic representation of the final product, aiding in accurate usability testing and ensuring a clear blueprint for developers.

Prototype

To bring the high-fidelity wireframes to life, I created interactive prototypes that simulated the user experience. These prototypes included realistic system responses and interactive elements, providing a platform for users to engage with the design as they would with the final product. The prototyping phase was essential for:

  • Validating User Flows: Ensuring that the navigation and interactions were intuitive and met user expectations.

  • Identifying Potential Issues: Allowing for the detection of usability problems that might not have been apparent in static wireframes.

Final Design

Usability Testing

Objectives:

  • Assess the ease with which tenants can navigate the platform to pay rent.

  • Evaluate property owners' ability to access financial reports.

  • Determine the efficiency of administrators managing maintenance requests.

Methodology:

  • Participant Selection: Recruit a diverse group of users representing each user type (tenants, owners, admins) to ensure comprehensive feedback.

  • Testing Format: Opt for moderated remote sessions, allowing real-time observation and interaction.

  • Tasks: Assign specific tasks aligned with user goals, such as "Submit a maintenance request" or "Review monthly income reports."

  • Data Collection: Utilize a combination of qualitative insights (user observations, verbal feedback) and quantitative metrics (time on task, success rates) to gather comprehensive data.

Usability Testing Key Takeaways

1.Navigation Challenges:

  • Observation: Users experienced difficulty locating the "Maintenance Request" feature.

  • Insight: The feature was nested under multiple menus, leading to confusion.

  • Action: Simplified the navigation by placing "Maintenance Request" directly in the main menu, reducing the average time to locate the feature by 40%.

2. Payment Process Issues:

  • Observation: Tenants encountered multiple errors during the rent payment process.

  • Insight: The payment form lacked clear instructions and error validation messages.

  • Action: Redesigned the payment interface to include step-by-step guidance and real-time error feedback, resulting in a 25% decrease in payment-related support tickets.

3.Dashboard Overload:

  • Observation: Property owners felt overwhelmed by the amount of data presented on the dashboard.

  • Insight: The dashboard displayed all metrics by default, without prioritization.

  • Action: Customized the dashboard to allow owners to select and prioritize the metrics most relevant to them, enhancing user satisfaction scores by 30%.

Post-Iteration Enhancements

1.Design Refinements:

  • Navigation Simplification: Based on user feedback indicating difficulty in locating key features, the navigation menu was restructured to prioritize frequently accessed functions, reducing the average time to find these features by 40%.

  • Payment Process Optimization: To address errors encountered during rent payments, the payment interface was redesigned with clear instructions and real-time error validation, leading to a 25% decrease in payment-related support tickets.

2. Feature Additions:

  • Customizable Dashboards: Property owners expressed a need for personalized data views. In response, customizable dashboards were implemented, allowing users to prioritize metrics relevant to them, which enhanced user satisfaction scores by 30%.

  • Mobile Responsiveness: Recognizing the increasing use of mobile devices, the platform's design was optimized for various screen sizes, improving accessibility and user engagement on mobile platforms.

Final Takeaways

  1. User-Centered Design is Crucial: Engaging directly with users throughout the design process ensures that the final product effectively addresses their needs and pain points.

  2. Iterative Testing Enhances Usability: Continuous testing and refinement lead to a more intuitive and efficient user experience.

  3. Collaboration Drives Success: Working closely with stakeholders and development teams fosters a cohesive approach, ensuring that design solutions are both innovative and feasible.

  4. Adaptability is Key: Being open to feedback and willing to make necessary changes is vital in creating a product that resonates with users and stands out in the market.