CASE STUDY
Concierge Plus
Property Management Technology for Multi-Family Communities
Concierge Plus provides digital tools for property managers, concierges, and residents to manage bookings, announcements, keys, and communication.Â
My Role
Lead Product Designer
Timeline
2014–2018
Platform
Web & Mobile SaaS
%
Less Support Tickets
%
Reduction in booking time
%
Faster Task Completion
Problem & Context
Legacy software locked critical workflows to desktop browsers and paper forms. Announcements, bookings, and requests required manual handling, causing errors and delays. Each module looked and behaved differently, and there was no audit trail for tasks or shift logs. Residents expected mobile access and contactless interactions as digital habits grew industry-wide.
Key Design Decisions
Unified Dashboard
Created a Daily Overview showing bookings, announcements, packages, and service requests in one place. Managers receive automated daily summaries; staff use a digital Pass-On Log for accountability.
Guided Workflows
Simplified amenity bookings with real-time availability, payments at checkout, and configurable rules. Digitized service requests with photo uploads and status tracking. Moved announcements to multi-channel notifications (email/SMS/voice).
Hardware Integration
Linked barcode scanners for packages and signature pads for deliveries and keys. Added digital parking pass generation and logging for visitor management.
Process Evidence
Conducted interviews with property managers, concierges, and residents to define pain points and priority flows.
Created wireframes and clickable prototypes tested across three rounds (5–8 users each).
Built a design system standardizing components across 30 modules.
Partnered with engineering for incremental release to limit disruption in live communities.
Quantifiable Impact
Metric |
Before | After | Change |
|---|---|---|---|
| Support tickets | 100% | 70% | −30% |
| Amenity booking time | ~2 min | ~24 s | −80% |
| Self-service adoption | 45% | 78% | +33 pts |
| Printing & mailing costs | High | Minimal | Eliminated |
| Incident logs | Paper | Digital audit trail | Improved accountability |
Outcomes & Business Impact
Resident Satisfaction
Users now book and track amenities and deliveries from any device.
Operational Efficiency
Automated alerts and digital documents cut manual workload.
Security & Trust
Every handover and key checkout logged and verifiable.
Future-Ready
API architecture supports accounting and access-control integration.
Collaboration & Leadership
Led cross-functional alignment between product, engineering, support, and marketing. Ran weekly reviews and mentored junior designers to establish the platform’s design system and accessibility standards.
Reflection & Next Steps
Clearer flows and role-based permissions improved trust and speed. Next phase focuses on analytics dashboards, A/B testing for copy and layout, and deeper IoT integration for smart entry and community voting features.
Business Narrative
The modernization transformed Concierge Plus from a legacy portal into a scalable resident experience platform. The project proved that data-driven UX and clear governance can cut costs, increase satisfaction, and future-proof operations for thousands of communities across North America.