Digitizing the Residential Experience for a $76B+ Real Estate Company
Note: The product images on this page have been “sanitized”, meaning they have been stripped of confidential, sensitive, or proprietary details to maintain client privacy due to NDA constraints and does not visually represent the actual product launched.
The Context and Impact
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.
The app drove users from 100,000 to ~800,000 users in a span of 2 years. Within 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.
My 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, a property website and a cohesive design system over the course of 12 months. 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 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 CSAT score.
