Altitude

A digital experience that streamlines, connects, and enhances the living experience of tenants at Altitude Luxury Apartments.

Project Summary

Design a comprehensive digital platform – the Altitude Community Access – to resolve specific tenant challenges around amenity availability and reservation, including high-demand facilities like meeting, party, and dog amenities.

The goal is to improve tenant satisfaction, foster a sense of community, and increase lease renewal rates.

Product

App

Product

App

Product

App

Role

Product Designer

Role

Product Designer

Context

This project is a digital experience proposal for Altitude Luxury Apartments that is designed to address tenant frustrations and enhance the living experience at the apartment complex. This digital solution focuses on providing real-time information and reservation capabilities for amenities alongside fostering community engagement and communication.

This project is a digital experience proposal for Altitude Luxury Apartments that is designed to address tenant frustrations and enhance the living experience at the apartment complex. This digital solution focuses on providing real-time information and reservation capabilities for amenities alongside fostering community engagement and communication.

Process

Research: Understanding Business and User Needs

Strategy: Developing Solutions

Design: Creating User-Centered Design and Prototyping

Test & Itereate

Research

Finding the problem

Manager: We only make phone reservations for particular amenity use, and we know it's negatively impacted our tenants' living, causing less amenity use, broken community, and low lease renewal.

Our tenants, like Sarah and Mike, navigate through their daily stories of missed opportunities and disrupted plans due to difficulty booking amenities and unpredictable amenity hours; a larger problem looms in the backdrop.

The recurring frustrations and inconveniences aren't just minor subplots; they're gradually becoming the main theme for many tenants. These experiences are like ripples, extending their influence to deciding whether to renew their leases. Each instance of "Fully Booked" or "Closed for Maintenance" adds a layer of doubt, a question mark in their minds about continuing their journey at Altitude.

This growing concern becomes the central conflict in the narrative of Altitude Luxury Apartments. The inability to fully enjoy the promised amenities, the cornerstone of luxury apartment living, gradually erases satisfaction. The story now hinges on a critical point – how to transform these individual tales of frustration into stories of contentment and loyalty, ensuring that tenants not only want to stay but are eager to continue their stories at Altitude for many chapters to come.

Thus, the Altitude Community Access isn't just a digital solution for reservation and amenity management; it's a beacon of hope, a potential turning point in the story, aimed at rewriting the narrative towards a future where tenants are happy, engaged, and most importantly, keen to renew their leases and enjoy their living at Altitude.

Finding the problem

Manager: We only make phone reservations for particular amenity use, and we know it's negatively impacted our tenants' living, causing less amenity use, broken community, and low lease renewal.

Our tenants, like Sarah and Mike, navigate through their daily stories of missed opportunities and disrupted plans due to difficulty booking amenities and unpredictable amenity hours; a larger problem looms in the backdrop.

The recurring frustrations and inconveniences aren't just minor subplots; they're gradually becoming the main theme for many tenants. These experiences are like ripples, extending their influence to deciding whether to renew their leases. Each instance of "Fully Booked" or "Closed for Maintenance" adds a layer of doubt, a question mark in their minds about continuing their journey at Altitude.

This growing concern becomes the central conflict in the narrative of Altitude Luxury Apartments. The inability to fully enjoy the promised amenities, the cornerstone of luxury apartment living, gradually erases satisfaction. The story now hinges on a critical point – how to transform these individual tales of frustration into stories of contentment and loyalty, ensuring that tenants not only want to stay but are eager to continue their stories at Altitude for many chapters to come.

Thus, the Altitude Community Access isn't just a digital solution for reservation and amenity management; it's a beacon of hope, a potential turning point in the story, aimed at rewriting the narrative towards a future where tenants are happy, engaged, and most importantly, keen to renew their leases and enjoy their living at Altitude.

Finding the problem

Manager: We only make phone reservations for particular amenity use, and we know it's negatively impacted our tenants' living, causing less amenity use, broken community, and low lease renewal.

Our tenants, like Sarah and Mike, navigate through their daily stories of missed opportunities and disrupted plans due to difficulty booking amenities and unpredictable amenity hours; a larger problem looms in the backdrop.

The recurring frustrations and inconveniences aren't just minor subplots; they're gradually becoming the main theme for many tenants. These experiences are like ripples, extending their influence to deciding whether to renew their leases. Each instance of "Fully Booked" or "Closed for Maintenance" adds a layer of doubt, a question mark in their minds about continuing their journey at Altitude.

This growing concern becomes the central conflict in the narrative of Altitude Luxury Apartments. The inability to fully enjoy the promised amenities, the cornerstone of luxury apartment living, gradually erases satisfaction. The story now hinges on a critical point – how to transform these individual tales of frustration into stories of contentment and loyalty, ensuring that tenants not only want to stay but are eager to continue their stories at Altitude for many chapters to come.

Thus, the Altitude Community Access isn't just a digital solution for reservation and amenity management; it's a beacon of hope, a potential turning point in the story, aimed at rewriting the narrative towards a future where tenants are happy, engaged, and most importantly, keen to renew their leases and enjoy their living at Altitude.

Understanding the business goals

A deep dive into the complex's core values and mission was essential to align the Altitude Community Hub with the overarching objectives of Altitude Luxury Apartments. This exploration was aimed at ensuring that the digital platform not only addresses tenant issues but also resonates with the broader goals of apartment management.

Altitude's Mission and Values:
Altitude Luxury Apartments is not just about providing high-end living spaces; it's about cultivating an inclusive community where every tenant feels valued and connected. The mission revolves around creating a harmonious environment that blends luxury with sustainability, inclusivity, and community engagement. This philosophy is embedded in every aspect of RPM's operations, from the design of the living spaces to the organization of community events.

Understanding the business goals

A deep dive into the complex's core values and mission was essential to align the Altitude Community Hub with the overarching objectives of Altitude Luxury Apartments. This exploration was aimed at ensuring that the digital platform not only addresses tenant issues but also resonates with the broader goals of apartment management.

Altitude's Mission and Values:
Altitude Luxury Apartments is not just about providing high-end living spaces; it's about cultivating an inclusive community where every tenant feels valued and connected. The mission revolves around creating a harmonious environment that blends luxury with sustainability, inclusivity, and community engagement. This philosophy is embedded in every aspect of RPM's operations, from the design of the living spaces to the organization of community events.

Understanding the business goals

A deep dive into the complex's core values and mission was essential to align the Altitude Community Hub with the overarching objectives of Altitude Luxury Apartments. This exploration was aimed at ensuring that the digital platform not only addresses tenant issues but also resonates with the broader goals of apartment management.

Altitude's Mission and Values:
Altitude Luxury Apartments is not just about providing high-end living spaces; it's about cultivating an inclusive community where every tenant feels valued and connected. The mission revolves around creating a harmonious environment that blends luxury with sustainability, inclusivity, and community engagement. This philosophy is embedded in every aspect of RPM's operations, from the design of the living spaces to the organization of community events.

Understanding the user needs

As a resident of Altitude Luxury Apartments, I have my own perspective on amenity reservation and community engagement issues. Yet, to truly grasp the extent of the problem and identify the needs of my fellow residents, I embarked on a journey of discovery through neighbor interviews. Here are some notable quotes that encapsulate the sentiments of the Altitude community:

Elena: "I constantly find the common bars fully booked when I want to use it. It seems like the same people always get them."

Raj: "The pet area is always under maintenance when I try to take my dog there. I feel like our needs as pet owners are overlooked."

Liam: "I wish there were more than just signs for events I missed a lot of them."

Unveiling User Needs:
Many residents feel disconnected and underserved. This sentiment is particularly strong among those who find it difficult to reserve popular amenities or those whose lifestyle needs, such as pet ownership, are not adequately catered to. Additionally, there's a sense of isolation, with tenants craving more community interaction and engagement.

Understanding the user needs

As a resident of Altitude Luxury Apartments, I have my own perspective on amenity reservation and community engagement issues. Yet, to truly grasp the extent of the problem and identify the needs of my fellow residents, I embarked on a journey of discovery through neighbor interviews. Here are some notable quotes that encapsulate the sentiments of the Altitude community:

Elena: "I constantly find the common bars fully booked when I want to use it. It seems like the same people always get them."

Raj: "The pet area is always under maintenance when I try to take my dog there. I feel like our needs as pet owners are overlooked."

Liam: "I wish there were more than just signs for events I missed a lot of them."

Unveiling User Needs:
Many residents feel disconnected and underserved. This sentiment is particularly strong among those who find it difficult to reserve popular amenities or those whose lifestyle needs, such as pet ownership, are not adequately catered to. Additionally, there's a sense of isolation, with tenants craving more community interaction and engagement.

Understanding the user needs

As a resident of Altitude Luxury Apartments, I have my own perspective on amenity reservation and community engagement issues. Yet, to truly grasp the extent of the problem and identify the needs of my fellow residents, I embarked on a journey of discovery through neighbor interviews. Here are some notable quotes that encapsulate the sentiments of the Altitude community:

Elena: "I constantly find the common bars fully booked when I want to use it. It seems like the same people always get them."

Raj: "The pet area is always under maintenance when I try to take my dog there. I feel like our needs as pet owners are overlooked."

Liam: "I wish there were more than just signs for events I missed a lot of them."

Unveiling User Needs:
Many residents feel disconnected and underserved. This sentiment is particularly strong among those who find it difficult to reserve popular amenities or those whose lifestyle needs, such as pet ownership, are not adequately catered to. Additionally, there's a sense of isolation, with tenants craving more community interaction and engagement.

Strategy

Strategy

During this process, I listed out the problems found from the interviews and brainstormed possible solutions to achieve the goals and needs.

During this process, I listed out the problems found from the interviews and brainstormed possible solutions to achieve the goals and needs.

During this process, I listed out the problems found from the interviews and brainstormed possible solutions to achieve the goals and needs.

Solutions

Solutions

Our refined solution is to design a digital experience that streamlines, connects, and enhances the living experience of residents at Altitude Luxury Apartments to improve satisfaction, foster a sense of community, and increase lease renewal rates. This will be achieved through these three goals:

Our refined solution is to design a digital experience that streamlines, connects, and enhances the living experience of residents at Altitude Luxury Apartments to improve satisfaction, foster a sense of community, and increase lease renewal rates. This will be achieved through these three goals:

01

Help residents reserve and manage their amenities effortlessly through a user-friendly digital platform, ensuring frictionless reservation.

Help residents reserve and manage their amenities effortlessly through a user-friendly digital platform, ensuring frictionless reservation.

02

Feature all amenities on the platform with real-time status updates, ensuring availability status transparency.

Feature all amenities on the platform with real-time status updates, ensuring availability status transparency.

03

Keep residents informed and engaged by providing timely updates on upcoming events within the apartment complex, fostering community participation and awareness.

Keep residents informed and engaged by providing timely updates on upcoming events within the apartment complex, fostering community participation and awareness.

In my design process,

I typically starts with

a low-fidelity wireframe

using basic boxes and labels.

From there,

I progressively refine the design,

evolving it through mid-fidelity

to high-fidelity stages.

Design

After getting ideas on what needed to be on screens and where would make the most sense to the users, I began to think about visual design foundations and, if any, brand assets.

After getting ideas on what needed to be on screens and where would make the most sense to the users, I began to think about visual design foundations and, if any, brand assets.

Visual design

The brand colors used on other platforms are limited, being in a dark tone and giving a mysterious and luxurious feeling as intended. However, this product aims to encourage active residents and support the community; therefore, using a brighter color palette would help reach the goals. I extended the colors to be more flexible but still consistent and leaned towards the brighter lightness within the hues. Mostly, I used blue within the product and preserved red for alerts, cautions, and errors.

Another adjustment in visual design to help convey a friendly and welcoming feeling is to use small rounded corners instead of sharp corners.

Visual design

The brand colors used on other platforms are limited, being in a dark tone and giving a mysterious and luxurious feeling as intended. However, this product aims to encourage active residents and support the community; therefore, using a brighter color palette would help reach the goals. I extended the colors to be more flexible but still consistent and leaned towards the brighter lightness within the hues. Mostly, I used blue within the product and preserved red for alerts, cautions, and errors.

Another adjustment in visual design to help convey a friendly and welcoming feeling is to use small rounded corners instead of sharp corners.

Interaction design

As you can see, I keep the main actions like "reserve" and "join" consistently within the thumb zone and sticky while scrolling. Users also get visual feedback on success and error. The navigation and layout are common and simple, as we know users don't expect to spend much time finishing these primary tasks. One interaction design that helps users explore all amenities is keeping all lists on the amenities page vertically instead of having them click on a tab to view available, unavailable, and maintenance items. Users can also tap on a collection to quickly scroll to the collection.

Interaction design

As you can see, I keep the main actions like "reserve" and "join" consistently within the thumb zone and sticky while scrolling. Users also get visual feedback on success and error. The navigation and layout are common and simple, as we know users don't expect to spend much time finishing these primary tasks. One interaction design that helps users explore all amenities is keeping all lists on the amenities page vertically instead of having them click on a tab to view available, unavailable, and maintenance items. Users can also tap on a collection to quickly scroll to the collection.

design

Achieving goal #1


Help residents reserve and manage their amenities effortlessly through a user-friendly digital platform, ensuring reservation and availability status transparency.

Achieving goal #1


Help residents reserve and manage their amenities effortlessly through a user-friendly digital platform, ensuring reservation and availability status transparency.

Achieving goal #1


Help residents reserve and manage their amenities effortlessly through a user-friendly digital platform, ensuring reservation and availability status transparency.

Sarah is throwing a birthday party for her husband next week and has about nine people coming. She wants to use one of the kitchens.


  1. She opens and logs in to the app with her resident credentials.

  2. She taps on Amenities to check out her options.

  3. She selects a date and time.

  4. She selects an available kitchen.

  5. She reads the kitchen details.

  6. She reserves the kitchen.

  7. She is all set and is led to her reservations to let her know this is where she can find her reservations for future reference.

Sarah is throwing a birthday party for her husband next week and has about nine people coming. She wants to use one of the kitchens.


  1. She opens and logs in to the app with her resident credentials.

  2. She taps on Amenities to check out her options.

  3. She selects a date and time.

  4. She selects an available kitchen.

  5. She reads the kitchen details.

  6. She reserves the kitchen.

  7. She is all set and is led to her reservations to let her know this is where she can find her reservations for future reference.

arrives on home page

navigates to amenities

opens date & time

changes date & time

selects an amenity

sees details & reserves

sees my reservations

Scroll >

arrives on home page

navigates to amenities

opens date & time

changes date & time

selects an amenity

sees details & reserves

sees my reservations

Scroll >

Scroll >

Sarah booked a meeting room but has to reschedule for tomorrow.


  1. She opens the app.

  2. She sees her today's reservations on the home page.

  3. She selects the meeting room reservation.

  4. She selects a new date and time and reschedules the room.

  5. She is all set and is led to her reservations to let her know this is where she can find her reservations for future reference.

Sarah booked a meeting room but has to reschedule for tomorrow.


  1. She opens the app.

  2. She sees her today's reservations on the home page.

  3. She selects the meeting room reservation.

  4. She selects a new date and time and reschedules the room.

  5. She is all set and is led to her reservations to let her know this is where she can find her reservations for future reference.

selects a reservation from today’s

edits reservation

selects a new date & time

reschedules amenity

sees reservation updated

Scroll >

selects a reservation from today’s

edits reservation

selects a new date & time

reschedules amenity

sees reservation updated

Scroll >

Achieving goal #2


Feature all amenities on the platform with real-time status updates, ensuring availability status transparency.

Achieving goal #2


Feature all amenities on the platform with real-time status updates, ensuring availability status transparency.

Achieving goal #2


Feature all amenities on the platform with real-time status updates, ensuring availability status transparency.

To promote availability status transparency and frictionless reservation, Sarah can see what amenities are available, unavailable, and under maintenance and set a notification to get notified when the amenity becomes available for a reservation.

To promote availability status transparency and frictionless reservation, Sarah can see what amenities are available, unavailable, and under maintenance and set a notification to get notified when the amenity becomes available for a reservation.

Scroll >

Sarah sees a warning message when she tries to double-book the amenity within the same day and is presented with an option to select another date.

Sarah sees a warning message when she tries to double-book the amenity within the same day and is presented with an option to select another date.

Achieving goal #3


Keep residents informed and engaged by providing timely updates on upcoming events within the apartment complex, fostering community participation and awareness.

Achieving goal #3


Keep residents informed and engaged by providing timely updates on upcoming events within the apartment complex, fostering community participation and awareness.

Achieving goal #3


Keep residents informed and engaged by providing timely updates on upcoming events within the apartment complex, fostering community participation and awareness.

Sarah gets notified when an event is created.


Sarah can also go into the app under Events, see upcoming events she's invited to, and RSVP. She can share or cancel her invitation, all within the app.

Sarah gets notified when an event is created.


Sarah can also go into the app under Events, see upcoming events she's invited to, and RSVP. She can share or cancel her invitation, all within the app.

gets notification

or navigates to events & selects

see details & join

sees my events

shares or cancels event

Scroll >

gets notification

or navigates to events & selects

see details & join

sees my events

shares or cancels event

Scroll >

Test&

Iterate

I created a mid-fidelity wireframe and conducted an initial test to evaluate usability and user behavior.


Most users showed a need for access to their reservations more front and center instead of hiding under amenities.


During the wireframing process, I redesigned the home page to have a more active and refreshing appearance. I also ensured consistency in visual design elements such as icons and opacity.

I created a mid-fidelity wireframe and conducted an initial test to evaluate usability and user behavior.


Most users showed a need for access to their reservations more front and center instead of hiding under amenities.


During the wireframing process, I redesigned the home page to have a more active and refreshing appearance. I also ensured consistency in visual design elements such as icons and opacity.

I created a mid-fidelity wireframe and conducted an initial test to evaluate usability and user behavior.


Most users showed a need for access to their reservations more front and center instead of hiding under amenities.


During the wireframing process, I redesigned the home page to have a more active and refreshing appearance. I also ensured consistency in visual design elements such as icons and opacity.

The final test was completed smoothly, and all tasks were successfully achieved with a 100% success rate.

The final test was completed smoothly, and all tasks were successfully achieved with a 100% success rate.

Reserve

All users were able to reserve an amenity quickly.

All users were able to reserve an amenity quickly.

Reschedule

Reschedule

All users could reschedule an amenity via the expected elements.

All users could reschedule an amenity via the expected elements.

Join

Join

All users were able to RSVP for an event very quickly.

All users were able to RSVP for an event very quickly.

Results

100%

Users were able to reserve an amenity, manage a reservation, and join an event. "This is a game changer!" "It's everything we needed!"

Users were able to reserve an amenity, manage a reservation, and join an event. "This is a game changer!" "It's everything we needed!"

100%

Users were able to reserve an amenity, manage a reservation, and join an event. "This is a game changer!" "It's everything we needed!"

Next

The next steps


• Develop the app

• Test after the MVP

• Measure & analyze the performance

The next steps


• Develop the app

• Test after the MVP

• Measure & analyze the performance

Next

The next steps


• Develop the app

• Test after the MVP

• Measure & analyze the performance

Takeaway 2

Deep empathy for users was shown through interviews and research, revealing key pain points such as difficulties in amenity reservations and a lack of community engagement. This user-centric approach was vital in shaping the solution, ensuring it addressed real issues faced by residents​​.

Deep empathy for users was shown through interviews and research, revealing key pain points such as difficulties in amenity reservations and a lack of community engagement. This user-centric approach was vital in shaping the solution, ensuring it addressed real issues faced by residents​​.

Takeaway 2

Deep empathy for users was shown through interviews and research, revealing key pain points such as difficulties in amenity reservations and a lack of community engagement. This user-centric approach was vital in shaping the solution, ensuring it addressed real issues faced by residents​​.

Future

Feature Ideas


‍‍Community posts and reactions

Feature Ideas


‍‍Community posts and reactions

Resident-created events

Resident-created events

Nearby things to do to help with fully booked amenities

Nearby things to do to help with fully booked amenities

Keep track of amenity popularity

Keep track of amenity popularity

Personalized experience - interests, most used amenities

Personalized experience - interests, most used amenities

Messages with staff for info and help

Messages with staff for info and help

Expand the app to the other apartments in the RPM network

Expand the app to the other apartments in the RPM network

Takeaway 1

The project began with a clear understanding of both business goals and user frustrations. Aligning the digital solution with the core values of Altitude Luxury Apartments was crucial. It focused on enhancing the tenant experience through improved amenity management and fostering a sense of community, thereby aligning with the apartment's mission of blending luxury with community engagement​​.

The project began with a clear understanding of both business goals and user frustrations. Aligning the digital solution with the core values of Altitude Luxury Apartments was crucial. It focused on enhancing the tenant experience through improved amenity management and fostering a sense of community, thereby aligning with the apartment's mission of blending luxury with community engagement​​.

Takeaway 1

The project began with a clear understanding of both business goals and user frustrations. Aligning the digital solution with the core values of Altitude Luxury Apartments was crucial. It focused on enhancing the tenant experience through improved amenity management and fostering a sense of community, thereby aligning with the apartment's mission of blending luxury with community engagement​​.

Takeaway 3

The design of the Altitude Community Access aimed to streamline, connect, and enhance the living experience. Key features included user-friendly reservation systems, real-time status updates of amenities, and facilitating community participation through event updates. These features were carefully crafted to improve resident satisfaction and encourage lease renewals​​.

The design of the Altitude Community Access aimed to streamline, connect, and enhance the living experience. Key features included user-friendly reservation systems, real-time status updates of amenities, and facilitating community participation through event updates. These features were carefully crafted to improve resident satisfaction and encourage lease renewals​​.