Lease/Tenant Management: Empowering administrators with direct editing capabilities

Project Overview

The primary goal of this project was to design and implement a robust and intuitive apartment lease / reservation editing feature within the administrator tool. This would empower administrators to efficiently modify reservation details without resorting to inefficient workarounds, thereby reducing delays, minimizing friction, and significantly improving the overall user experience for both administrators and the end-users they support.

Product Solution

Before the implementation of this new feature, there was no way for admins to edit or create apartment reservations / tenant leases within the admin support application. This created an incredibly long support wait time, long resolution times, large volume of support calls and tickets.

Visual Designs - New Lease/Tenant Editing Feature: Create, Manage, Edit.

Challenges

No Existing Solutions

The existing Hello Landing Administrator tool did not have the functionality to create, edit, manage or cancel tenant leases / reservations.

Enabled Community Support

By enabling administrators to directly create, edit, manage, and cancel leases / reservations, the support burden was significantly reduced.

Decreased Support Call & Ticket Volume

Because administrators can now directly manage leases / reservations, the volume of support calls and tickets has decreased.

New Functionality and Admin Controls

Enabled administrators to directly resolve tenant issues, reducing escalations and improving overall efficiency.

Quick Insights

Reduced tenant call volume for lease and reservation related support by 78%

Reduced average resolution time for reservation issues by 62%

Improved customer satisfaction by increasing positive feedback scores, NPS scores and overall community feedback.

Enabled administrators to directly resolve tenant issues, reducing escalations and improving overall efficiency.

Process

I started with initial conceptualization and user research to define the problem and admin user needs. This informed the iterative design process, which included prototyping and user testing to validate assumptions and refine the solution, culminating in the delivery of the final, production-ready designs.

Research and Conceptualization

This initial phase involved extensive research real estate related support platforms and common user issues reported by our own members / customers.

Wireframes and Prototypes

Created mockups, wireframes and clickable prototypes to help test the user flows, user interactions and user experience accessibility.

Prototypes and User Testing

Built several prototypes to test the best possible experience for Hello Landing administrators and support agents.

Final Designs and Deliverables

Designed, delivered and worked with engineering to implement and test final designs.

Process - Wire Frames, Prototypes, Design System and Component Library

Visual Designs - Student Mobile and Desktop Pathways Built by Admins