Overview
Opportunity
Lessen has ambitious plans to revolutionize the delivery of property services by connecting rental property owners with service professionals on a large scale.
As we onboarded more clients, we observed and received feedback that it was difficult for them to understand the status of their projects, the progress made, and which actions were time-sensitive when they accessed the client portal.
It became clear that we needed to revisit the core experience to address unmet customer needs.
Outcome
In the span of six months, I delivered and launched multiple feature initiatives. The most visible was a redesign of the client home page experience that prioritizes key actions where customer intervention is vital to keep renovation and turns on-time.
As I was really starting to roll, due to our clients restricting their spending with a looming recession, I and many others were laid off at the end of October 2022.
Highlights
My Lessen - Redesign
Problem
When renovations and turns are not completed on time, that equals lost revenue. These projects can be complicated by start date pushes, property access issues and changes to scope. Clients want to move past these quickly, but the existing experience neither prioritized nor provide resolution actions without an intermediary.
Solution
As part of my work for My Lessen, I redesigned the experience to prioritize vital actions to make way for work to start or continue and focus the client first on these blocking projects.
Progress Walks
Problem
Clients want to stay updated on the progress of a project, especially if they cannot visit the site in person due to their schedule.
The existing experience relied on FPMs uploading PDF documents with images captured with a third-party app. This made assessing progress from update to update cumbersome to review
Solution
Enabling photo capture through the Lessen FPM app allowed me to use the data to create and provide a Progress Update page for the client. This feature helps the client to easily track the project's progress by date and view its advancement over time.
Delivering positive outcomes
Despite the constraints of being unable to use marketing to gain app exposure, the usage has been increasing slowly and steadily since the launch in December 2022 through more direct contact with physicians.
“The OnADose App has helped bridge the gap between knowledge and application when I’m training residents and fellows”
– Neurologist