About the project

Improve the process for tenants and relationship managers

Client
Propper Pty Ltd
My role
Research, UX, UI
Platform
Web, Mobile
Duration
3 Weeks
Overview
A Firemark Ventures portfolio company that provides tech-enabled full service property management, using smart technology to automate manual tasks and to provide for a seamless renting experience.

Existing Pain-points

01
Too many touch-points and processes
No single-source of truth as they are using multiple platforms to tracking and managing. Manual processes and time-consuming communication.
02
Relationship Managers (RMs) — a bottleneck
Relationship Managers have a variety of responsibilities and manage multiple tenants. RMs find it a challenge to always respond to tenant’s request in a timely manner which cause huge frustration for both Tenants and RMs
03
Limiting vendor system
Current system is unintuitive, outdated UI that makes unfamiliar experience full of friction. Propper has no control over the interface and it does little to address frustrations of tenants and RMs.
04
Heuristics Evaluation of current system
Poor error prevention and inconsistent standards. Feature creep and cluttered UI as a result poor recognition for users.
05
Business opportunity cost
When RMs constantly attend to tenants manually, they are unable to conduct high-value activities that help to scale the businesses.
Key solutions
Project Goals
To create a brand new tenancy portal that is useful and intuitive for tenants to self-serve their most common needs so that Relationship Managers can be freed up to carry out higher value activities such as sales and business development.
01
Decoupled from existing system and take full control
02
Towards automating and self-serving processes
03
Mobile-first approach and responsive webapp

Key Solutions

01
Decoupled from existing system & take full control
Decoupled from the existing system, giving Propper control over its experience and include functions that are useful for tenants, owners and RMs. It can help with the scalability for its future relevance as the company grows.
02
Towards automating &
self-serving processes
Through analysing the existing system we came up with solutions where areas can be automated or help to lift RM’s responsibility. Namely the reoccurring payment service, access to documents and helpful tips to provide platform for user to self-served.
03
Mobile-first approach & responsive web app
Mobile internet usage has surpassed desktop usage since 2016. Many Propper’s clients are tech-savvy working adults who spend a lot of time on their mobile phones. Therefore, we decided to bring more focus on mobile and slowly expand its feature to create a tablet or desktop versions.
Highlights

Key Designs

Improved IA & quick access
We have reduced the complexity by reorganising the information architecture, showing what the user will need to access often.

We have identified the commonly used function such as creating the maintenance request, rental payment, payment history and contact of their RM first thing in the dashboard for user’s quick access.
Create maintenance request
One of Propper’s requests was to direct users to create their maintenance requests. Almost all maintenance request are created manually through a phone call with their RMs. Each progress are also updated manually. We have designed this automated end to end flow that pulls information from Propper’s system to provide users with timely updates.
Helpful tips
Helpful tips was included to help user solve the common enquires before contacting their RMs. A bespoke experience is section that contain useful information that is specific to the property. It is curated by the home owner and Propper to provide a personal experience for the user.
Desgn System

Style Guide & Components Library

At the start of the project, Propper came to us only a PDF brand guidelines. However, the good thing is that their website and platform are using Material Design System.

We kick start our project by setting up the style guide and components library using Material Design System as a base. To set up a consistent guide for their developers and future designers. Components are designed to be scalable components that can be flexible enough to be extensible when required.
Jorden Minos
COO and Co-founder, Propper
startup testimonals
I already like the design principles so much that I intend to use your prototype for our next round of fund raising.
Get in touch

Let’s work together!