2024
Mynd
Strategy, Visuals, Interaction
Principal Product Designer
We did the Resident App redesign as part of a broad company strategy of enhancing our Mobile App experience and transforming them as our main channels. The old version of the app had several findability issues, which led to residents asking about the information they should have easy access to. We changed the navigation and information architecture by adding new pages and important information, reorganizing old ones, and improving the overall taxonomy. Some new features, such as a notification center, were also added.
The old version of the app had several findability issues, which led to residents asking about the information they should have easy access to. Especially updates about maintenance requests. Also, with the addition of Kyle, the GenAI Assistant, the app's hierarchy should change to accommodate it better. Lastly, logging in had significant problems and a big opportunity to enhance rent payment accuracy. Those impacted customer satisfaction (NPS and App Store Review), payment collection, and customer support. Besides that, it also aligned with the broad company strategy of making Resident App the main point of contact.
We had limited resources for the redesign. So, we prioritized changing the navigation and information architecture by adding some new pages and important information, reorganizing old ones and improving overall taxonomy. We also added some new features such as the biometric login, a notification center and the capability of switch between leases.
Still in progress
The write up of this case study is still in progress.
But I do have a deck prepared to tell this story on a quick call.
