CREST MANAGEMENT

An HOA community management platform designed to be a comprehensive tool for HOA board members, auditors, and residents.

CONTEXT

Crest Management is a platform for managing HOA communities, intended to be a comprehensive tool for HOA board members, auditors, and residents. However, due to usability issues and poor feature prioritization, it suffered from low user engagement and an increase in account cancellations. My team and I were assigned the task of addressing these issues.

My Contribution

UX Design

UI Design

Research

PROBLEM

Users often feel confused and overwhelmed when completing their daily tasks. Our solution should empower them to finish tasks successfully and feel a sense of achievement.

Methods

Heuristic evaluation

Usability testing

Stakeholder reviews

Solution testing (A/B)

Figure A

MY ROLE

I was the lead designer for devising the software experience for the "Board Member executive-admin" (BME-A) user profile.

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CUSTOMER INSIGHTS & IDEATION

I collaborated with product managers and customer representatives to uncover user insights that could be translated into features. 

EXPERIENCE STRATEGY & VISION

Designed multiple diagrams and visual aids to communicate an overarching UX strategy that would provide the best possible outcome for the user.

PLANNING & SCOPE DEFINITION

Collaborated with product partners to define the project scope by highlighting user expectations, balancing business objectives, and prioritizing features for launch.

OVERSIGHT & COORDINATION

Co-designed with four other designers and their PM partners to translate user needs into features and deliver proof of concepts.

DESIGN EXECUTION & VALIDATION

I designed for mobile and desktop web application use and iOS app use. I executed user journeys, wireframes, prototypes and design specs.

LEADERSHIP

I designed and presented works to gain buy‐in from executives and senior stakeholders throughout the project lifecycle.

DISCOVERY

Initial Research

Gaining a holistic view of the app's users was paramount to successfully segmenting our users. User interviews,  previous data, and customer service reports enabled us to create personas and identify users' needs. 

Gathering qualified users and defining user segments

Recruiting high-quality users willing to provide comprehensive feedback was crucial for our multi-step approach to the UX research phase, which included:

1. A CSAT-oriented survey
2. Segmentation survey
3. Usability testing 
4. Card sorting

The sample size decreased at each stage as we excluded unmotivated subjects.

After identifying user profiles, I was assigned the task of gaining a comprehensive understanding of the executive admin for the HOA board members (BME-A). This user has high-level access to most features, and is responsible for overseeing the financial well-being of the HOA and managing residential users.

DEFINE + IDEATE

Defining needs, and task.

The lead PM and I began conducting research with BME-A users from a few communities Crest serviced

Moderated usability testing and card sorting exercises were conducted to understand how the users interacted with the current app. These interviews uncovered several pain points and needs.

From all the data gathered, the design team and I prioritized user pain points and highlighted the top six needs to tackle for the next two or three sprints.

List top of top 5 needs:

1. We need a better IA to inform the new navigation and content structure. 
   
2. A way to view the “state of the community,” such as financials and open violations
   
3. A way to add and remove users
   
4. A way to set permissions
   
5. Quick and easy way to communicate to all residences

Based on the insights gathered during the discovery phase and further refinement, we were able to develop a more effective information architecture for the software.

I created the user behavior flows for the board member executive admin based on our new findings and the results from some card sorting exercises. Here is an example of a BME-A flow that corresponds to user management and related tasks.

After understanding Crest users' true needs and required tasks through several sprints, we were ready to start designing the app's interface.

DESIGN + TEST

Wireframing

Mid-fidelity wireframes produced to test were essential because most of the app's UX was being overhauled. We wanted to test early to pivot early.

Validating designs through testing

I ran several unmoderated tests using mid-fidelity wireframe prototypes. Testing early and iterating rapidly ensured no surprises at launch. Our initial research and user interviews formed solid assumptions and hypotheses. These assumptions were challenged and validated throughout the early testing phases.

As we prototyped, engineering teams were aware of functional requirements, and PMs were informed of potential efforts and roadmap impact. 

Putting it all together

UI Design 

Before designing screens based on wireframes, I designed the UI kit and design system to be shared with the design and engineering team. Proper documentation was essential for collaboration across teams. 

Once the foundational design elements were set, it was fairly easy to implement screen designs for engineering hand-off and testing via prototypes. 

UI Kit & Design System

Mobile and Desktop Application Screens