The resident app for one of Europe's largest developers

Prove that analytics was worth it, for the business and for users. Over a few months I reworked much of the UX, lifted the store rating from 3.3 to 4.7, and redesigned the app so key metrics improved 30–80%.

• Redesigned the core resident app, improving key product metrics 30–80% and lifting flow completion to 93%.
• Put analytics at the center of the design process, convincing the company to adopt metric tracking and tying each decision to activation, retention, and rating data.
• Set up user-survey systems that raised store ratings from 3.3 to 4.7 on Google Play and the App Store.
• Led the team through a full migration to Figma without losing a single source file.
• Ran design reviews and set the team's review rituals to hold quality steady across releases, working with one in-house designer and a freelancer.
• Grew from Senior Product Designer to Lead on the strength of the results.

This was my first deep dive into research. Once I saw how much it mattered, I convinced the company to add metric tracking for user analysis, which reduced wasted development and support effort. We tracked flow completion first, since residents ranged widely in age and the app had to work for a broad audience. For some services we also watched open rate, depending on business needs.

Design decision: design for the whole building, not the average user. Residents ranged widely in age and comfort with apps, so I optimized for flow completion over depth: keep the common tasks, invoices, meters, and requests short and legible, and steer by completion rate rather than time in app. That is what moved the core metrics for such a broad audience.

Home

Before, one property. Now all of them, with every service reachable from the start

Before After

The in-app marketplace: residents browse home services by category, pick from popular fixes, and order a specific job in a few taps.

Marketplace

Home services by category, ordered in a few taps