Digitizing the Residential Experience for a $76B+ Real Estate Company

Role: As the Product Design Lead, I led 3 workstreams of 5 junior designers and product managers to design, build and launch a residential app, residential portal and a property website over the course of 12 months

TL;DR

A leading global real estate company wanted to develop a world-class digital foundation for their end-to-end resident experience across search , application, living, and moving. Their current global portfolio comprises of 249 markets and over 966,700+ owned/managed units.

I led 3 workstreams from zero to launch: app, website and resident portal that led to a 34% increase in adoption rate of their digital platforms with a reach to 300K residents by EOY 2024. As a team, we built a cohesive enterprise data platform to interface with 4 property management systems in 17 countries and implemented 10+ digital use cases to enhance the resident and employee experience across channels: app, web, CRM, reporting and the resident portal.

The Impact

After 2 months of launch, we were live at 109 active properties in the US, with an 80% engagement rate, 50% increase in app users and 27% penetration rate with residents.

The App

We redesigned the existing Xamarin app in React Native to give the app the best tech platform and performance​. We went beyond app parity with existing internal and competitor apps to introduce client-unique features, such as seamless move-in, network mobility, short-term stays and native payments​

The Website

We delivered a ground-up redesign of the existing property website template using a revised design system​ and optimized the design to drive lead-to-lease conversion, engagement, and satisfaction. The website led to a 51% increase in user-to-acquisition conversion with a 4.0 average CAST score.​