Project Goal

Design a new "Support Center" feature within the existing tenant mobile application. This feature will empower tenants to easily submit support request tickets for various apartment-related issues and directly chat with support agents in real-time for immediate assistance, ultimately improving tenant satisfaction and streamlining the support process.

Problem

Hello Landing apartment tenants had no way to contact support and customer service without using email or traditional phone calls. There was no way for tenants / members to create support requests and chat with agents real-time in the app. This created a super high volume of contact center calls, taking up admins time and very long resolution times.

Process

01: Research and ideation

02: User flows and UX impact maps

03: Wireframes

04: Conceptual designs

05: Final designs

06: Implementation and growth

Solution

Designed a Support Center feature for the tenants mobile application that enabled members to create support tickets with image attachments, categories, locations, ticket status tracking, conversations and conversation history, multiple support ticket functionality and visilibity, live chat with support agents and file sharing.

Responsibilities

As the principal product designer, I was responsible for the entire design lifecycle of this feature, from initial concept and user research through to final visual specifications and collaboration with the product and engineering teams for implementation. This includes understanding the user needs, helping define requirements, wireframing and prototyping, UI design, usability testing and defining success metrics. I aimed to create a user-centric solution that empowers tenants to easily seek assistance while providing property management with a more efficient and organized support system.

Results

01: Improved tenant satisfaction.

02: Increased efficiency for property hosts and members

03: Enhanced the communication between hosts, admins and tenants.

04: Decreased contact center support calls.