Amazon Key for Business
Amazon Key for Business
Amazon Key for Business
Property Management Portal
Property Management Portal
Property Management Portal
Year
2025
Year
2025
Year
2025
Type
Strategy / UX
Type
Strategy / UX
Type
Strategy / UX
Timeframe
6 months
Timeframe
6 months
Timeframe
6 months
Summary
Summary
Summary
Inconsistent hardware created poor user experience and high operational costs
Property managers couldn't standardize due to unique building setups
Redundant, expensive systems increased complexity
Difficult resident onboarding with non-integrated tools
No unified digital interface made scalable management unsustainable
Fragmented systems across gates, elevators, doors, callboxes, and intercoms
Inconsistent hardware created poor user experience and high operational costs
Inconsistent hardware created poor user experience and high operational costs
Property managers couldn't standardize due to unique building setups
Redundant, expensive systems increased complexity
Difficult resident onboarding with non-integrated tools
No unified digital interface made scalable management unsustainable
Fragmented systems across gates, elevators, doors, callboxes, and intercoms
Inconsistent hardware created poor user experience and high operational costs
Inconsistent hardware created poor user experience and high operational costs
Property managers couldn't standardize due to unique building setups
Redundant, expensive systems increased complexity
Difficult resident onboarding with non-integrated tools
No unified digital interface made scalable management unsustainable
Fragmented systems across gates, elevators, doors, callboxes, and intercoms
Inconsistent hardware created poor user experience and high operational costs
My Role
My Role
My Role
Built Property Management Portal from ground up (0–1)
Led UX for web app managing multi-family property access
Integrated Ring hardware with centralized interface
Unified resident, guest, and delivery access control
Single dashboard for mobile apps, fobs, and passcodes
Built Property Management Portal from ground up (0–1)
Led UX for web app managing multi-family property access
Integrated Ring hardware with centralized interface
Unified resident, guest, and delivery access control
Single dashboard for mobile apps, fobs, and passcodes
Built Property Management Portal from ground up (0–1)
Led UX for web app managing multi-family property access
Integrated Ring hardware with centralized interface
Unified resident, guest, and delivery access control
Single dashboard for mobile apps, fobs, and passcodes
Key Outcomes
Key Outcomes
Key Outcomes
40% reduction in workload
65% faster resident onboarding
1,000+ properties onboarded
30% improvement in delivery efficiency
40% reduction in workload
65% faster resident onboarding
1,000+ properties onboarded
30% improvement in delivery efficiency
40% reduction in workload
65% faster resident onboarding
1,000+ properties onboarded
30% improvement in delivery efficiency
Deep Dive
Deep Dive
Deep Dive
50+ property manager interviews
200+ resident surveys
Competitive audit of 8 access control solutions
On-site observation of 5 existing systems
Uncovered real needs and latent frustrations through comprehensive research.
50+ property manager interviews
200+ resident surveys
Competitive audit of 8 access control solutions
On-site observation of 5 existing systems
Uncovered real needs and latent frustrations through comprehensive research.
50+ property manager interviews
200+ resident surveys
Competitive audit of 8 access control solutions
On-site observation of 5 existing systems
Uncovered real needs and latent frustrations through comprehensive research.
Key Insights
Property managers demanded a centralized dashboard
Residents wanted multiple access options (app, fob, passcode)
Real-time data visibility essential for audits/incidents
Integration with existing property tools required
Key Insights
Property managers demanded a centralized dashboard
Residents wanted multiple access options (app, fob, passcode)
Real-time data visibility essential for audits/incidents
Integration with existing property tools required
Key Insights
Property managers demanded a centralized dashboard
Residents wanted multiple access options (app, fob, passcode)
Real-time data visibility essential for audits/incidents
Integration with existing property tools required
Design Process
Design Process
Design Process
Created user flows/journey maps based on real property manager tasks
Prototyped and tested 3 core flows for usability validation
Continuous feedback loops with PMs/support teams for edge cases
Aligned features with primary personas and user needs
Coordinated with hardware/mobile teams for end-to-end consistency
Created user flows/journey maps based on real property manager tasks
Prototyped and tested 3 core flows for usability validation
Continuous feedback loops with PMs/support teams for edge cases
Aligned features with primary personas and user needs
Coordinated with hardware/mobile teams for end-to-end consistency
Created user flows/journey maps based on real property manager tasks
Prototyped and tested 3 core flows for usability validation
Continuous feedback loops with PMs/support teams for edge cases
Aligned features with primary personas and user needs
Coordinated with hardware/mobile teams for end-to-end consistency
Early Prototyping and POC
Early Prototyping and POC
Early Prototyping and POC
Early Proof of Concept
Built POC using AWS Design System before high-fidelity design
Simulated end-to-end resident, guest, and delivery access flows
Validated architecture and identified key edge cases
Enabled early team alignment across engineering and stakeholders
Early Proof of Concept
Built POC using AWS Design System before high-fidelity design
Simulated end-to-end resident, guest, and delivery access flows
Validated architecture and identified key edge cases
Enabled early team alignment across engineering and stakeholders
Early Proof of Concept
Built POC using AWS Design System before high-fidelity design
Simulated end-to-end resident, guest, and delivery access flows
Validated architecture and identified key edge cases
Enabled early team alignment across engineering and stakeholders
Goals
Validate data architecture and permissions logic
Simulate full system flow with mocked endpoints
Accelerate cross-functional buy-in via working demo
Identify usability issues in key workflows early
Goals
Validate data architecture and permissions logic
Simulate full system flow with mocked endpoints
Accelerate cross-functional buy-in via working demo
Identify usability issues in key workflows early
Goals
Validate data architecture and permissions logic
Simulate full system flow with mocked endpoints
Accelerate cross-functional buy-in via working demo
Identify usability issues in key workflows early
Design Strategy
Design Strategy
Design Strategy
Four Strategic Design Pillars:
Unified Dashboard: All access types in one view
Modular System: Adaptable to different property tools with integrations
Real-Time Data: Access logs, audit trails, anomaly detection
Mobile-First: Designed for in-the-field property manager workflows
Four Strategic Design Pillars:
Unified Dashboard: All access types in one view
Modular System: Adaptable to different property tools with integrations
Real-Time Data: Access logs, audit trails, anomaly detection
Mobile-First: Designed for in-the-field property manager workflows
Four Strategic Design Pillars:
Unified Dashboard: All access types in one view
Modular System: Adaptable to different property tools with integrations
Real-Time Data: Access logs, audit trails, anomaly detection
Mobile-First: Designed for in-the-field property manager workflows
Main Use Cases
Main Use Cases
Main Use Cases
Property overview
Resident onboarding
Granting access
Real-time access activity
Integrations with 3P property management tools
Property overview
Resident onboarding
Granting access
Real-time access activity
Integrations with 3P property management tools
Property overview
Resident onboarding
Granting access
Real-time access activity
Integrations with 3P property management tools
Results
Results
Results
613K+ total unlocks
30K+ video calls handled
86% tap-to-call conversion rate
15K+ residents added
45% guest call answer rate
471 PMs onboarded with 86% success rate
613K+ total unlocks
30K+ video calls handled
86% tap-to-call conversion rate
15K+ residents added
45% guest call answer rate
471 PMs onboarded with 86% success rate
613K+ total unlocks
30K+ video calls handled
86% tap-to-call conversion rate
15K+ residents added
45% guest call answer rate
471 PMs onboarded with 86% success rate
User Feedback Loop
User Feedback Loop
User Feedback Loop
User Feedback Integration
Embedded structured surveys early in 0→1 design process
Initial survey with property managers overseeing 2,500+ units using early PMP versions
Identified workflow friction points and access management habits
Assessed perceived value of key PMP features to inform design priorities
User Feedback Integration
Embedded structured surveys early in 0→1 design process
Initial survey with property managers overseeing 2,500+ units using early PMP versions
Identified workflow friction points and access management habits
Assessed perceived value of key PMP features to inform design priorities
User Feedback Integration
Embedded structured surveys early in 0→1 design process
Initial survey with property managers overseeing 2,500+ units using early PMP versions
Identified workflow friction points and access management habits
Assessed perceived value of key PMP features to inform design priorities
UX Vision
UX Vision
UX Vision
Chatbot Design with Amazon Bedrock Haiku + RAG
3-Phase Rollout Plan:
Phase 1: Answers from SOPs/FAQs
Example: "What is the Property Management Portal?"
Phase 2: Live data responses from PMP, LAMS, Salesforce
Example: "Why don't I see the properties I manage?"
Phase 3: Task execution on request
Example: "Create a key for all newly invited residents with access to their entrances, 9am–5pm"
Powered solely by internal SOPs and data.
Chatbot Design with Amazon Bedrock Haiku + RAG
3-Phase Rollout Plan:
Phase 1: Answers from SOPs/FAQs
Example: "What is the Property Management Portal?"
Phase 2: Live data responses from PMP, LAMS, Salesforce
Example: "Why don't I see the properties I manage?"
Phase 3: Task execution on request
Example: "Create a key for all newly invited residents with access to their entrances, 9am–5pm"
Powered solely by internal SOPs and data.
Chatbot Design with Amazon Bedrock Haiku + RAG
3-Phase Rollout Plan:
Phase 1: Answers from SOPs/FAQs
Example: "What is the Property Management Portal?"
Phase 2: Live data responses from PMP, LAMS, Salesforce
Example: "Why don't I see the properties I manage?"
Phase 3: Task execution on request
Example: "Create a key for all newly invited residents with access to their entrances, 9am–5pm"
Powered solely by internal SOPs and data.
Lessons
Lessons
Lessons
Key Learnings
Clarity outperformed complexity—PMs preferred fast action over data-heavy interfaces
Smart defaults minimized training time and improved adoption
Visible audit trails reinforced trust in automated systems
Robust permissions and role management essential for usability and security
Success metrics shifted from clicks to reduced support tickets and smoother onboarding
Early alignment with legal, operations, and product teams as crucial as strong UX design
Key Learnings
Clarity outperformed complexity—PMs preferred fast action over data-heavy interfaces
Smart defaults minimized training time and improved adoption
Visible audit trails reinforced trust in automated systems
Robust permissions and role management essential for usability and security
Success metrics shifted from clicks to reduced support tickets and smoother onboarding
Early alignment with legal, operations, and product teams as crucial as strong UX design
Key Learnings
Clarity outperformed complexity—PMs preferred fast action over data-heavy interfaces
Smart defaults minimized training time and improved adoption
Visible audit trails reinforced trust in automated systems
Robust permissions and role management essential for usability and security
Success metrics shifted from clicks to reduced support tickets and smoother onboarding
Early alignment with legal, operations, and product teams as crucial as strong UX design