:Different Owner App

A big part of the business for different is the communication between homeowners and their internal systems to provide services to them. This was all intended to be done through the different owner app, and this platform is crucial to facilitating a positive customer experience (NPS) and to reduce the cost of service through efficiency for the business.  Joining in at the end of the original app launch. The team and I came to a realisation that while yes the current app served our owners and fulfilled the brand promise of having an app, it didn't actually help with the above aforementioned goals. With that in mind, we decided to conduct a huge overhaul of the app to achieve these goals. So why the redesign? Through quantitative and qualitative research, we discovered these key insights about the app: • We had an iOS app with 40% adoption  • An app navigation/UI structure that makes it hard to build upon, it’s not future-proofed. • 25% of owners with Android devices were unsupported by a mobile app.  •We had usability issues making it difficult for owners to find crucial information. • Performance issues that prevents owners viewing important information.  • Missing information that makes connecting with our services more difficult. What really stood out that from all our discussions with owners was that they all wanted to be kept in the loop, which means have information easily accessible when they needed it. While technical limitations and scalability issues were also a concern, it was really the customer feedback that motivated and inspired us to move ahead and redesign the app.