Pathlight Resident Portal Redesign

UX & UI Design

MODERATED INTERVIEWS

Interviewed active residents and compiled data about their pain points and needed improvements 

REQUIRED UPDATES

• Improve contact center for more streamlined and straight forward navigation

• Reduce the amount of repeat tickets on help desk

• Add a chatbot function that would utilize AI to answer more specific questions

• Review prioritization of CTA’s on homepage and overall information architecture for easy location of important tasks

• Reorganize navigation bar and reprioritize order

• Add features for improved communication between residents and agents

• Provide more consistent and clear updates on work orders and payment dues dates

WHAT OTHER COMPANIES DID

Detailed information on technician and their ETA to help residents stay informed.

Navigation and heading provides clear trail to help residents locate important items to interact with.

Allow residents to submit maintenance requests with ease as well as helping operators to determine the priority of submitted tasks.

ITERATIONS

NEW DESIGNS

Information architecture

Information architecture was enhanced in order to make important tasks more prominent

Cta’s

Call to actions were improved for residents to be able to navigate the portal easily and complete tasks more efficiently

Recent Activity

Recent activities section was added in order to improve communication by presenting clear status updates through recent events so that residents are always up to date

Chat bot

Chat bot was added in order to provide residents with assistance on finding items or completing tasks

Navigation bar

Navigation was streamlined and restructured in order to better present our features and easily locate them as well

Notification bar

Notification bar is reduced drastically in size to provide an alert that is still noticeable but will not distract from tasks that take higher priority

FINAL RESULTS

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