From Repetition to Retention: Redesigning Tenant Management for Scale
Role: User Experience Designer with 1 Product Manager and 2 developers
Skills: User research, Product Discovery, Wireframe and Prototype, UX/UI, Miro, Figma, Collaboration, AGILE
Timeline: July - November 2024
The challenge
A recurring issue came up in feedback: every time clients uploaded documents, they had to redo tenant assignments from scratch. This repetitive process frustrated users, especially high-value enterprise clients, and posed churn risk.
I was tasked with leading end-to-end design on this initiative. Through discovery sessions with users and close collaboration with PMs on the product roadmap, I identified the core friction points. Next, I developed user flows, and iterated on solutions with developers based on feedback. This enabled the creation of a centralized tenant management system that persisted tenant data across projects and enriched profiles via third-party insights.
Initial testing & hypothesis
Based on the initial discovery with product team and interviews with users, I designed personas and user flows with initial design ideas to test whether users found it easy to identify and assign missing information, ensuring their data was complete.
This round of testing validated the issue but revealed a deeper insight: users weren’t just overwhelmed by repetition, but also wanted clear visibility to track their progress.
Reframing the problem
This insight helped in re-evaluating the product direction and the next design iteration focused on improved visibility into assignment status alongside ability to review and update data.
I facilitated critique sessions with Product to clarify edge cases and involved developers early to understand technical limitations which helped optimise some design ideas for faster delivery.
This approach prioritized simplicity and clarity balancing with delivery speed, enabling a faster launch and gathering feedback to inform a stronger V2, which was essential from a business perspective
Solution
1. Progress Tracking
To motivate users and encourage 100% tenant management, I introduced a real-time progress bar and color-coded status badges, leveraging behavioral principles like the Zeigarnik and Goal-Gradient effects. These elements increase task visibility, nudging users towards completion and offer quick insight into assignment progress.
2. Flexible Entity Selection for Data Fetching
To support a pay-per-fetch model, I designed a multi-select dropdown with checkboxes, allowing users to choose which entity to fetch data for. It balances current needs with future scalability to accommodate more entities.
3. Clear Comparison for Data Review
Tenant names were presented in a unified column that shows third-party data by default, with the option to compare against Rent Roll input. Users can override data as needed, indicated by a pencil icon and a purple flag for manual edits, with changes synced across projects for consistency.
Impact created
15% ↑
user satisfaction
Clear visual indicators helped track and manage assignments efficiently
10% ↑
user retention
Easy third-party data access enabled better risk analysis and also boosted upselling opportunities
60%
adoption
Successfully met the Q4 goal of adoption by existing customers
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