Responsive Website and Multi-Portal Platform
Leading the end-to-end design of a responsive public website and connected property operations platform for owners, residents, vendors, and internal teams.
Client
Kanso
Role
Lead Product Designer
Duration
Ongoing
Year
2025–Present
01 — Brief
Project Brief
Leading the end-to-end design of Kanso’s responsive public website and multi-portal property operations application. Together, these experiences create a connected journey from first discovering Kanso to managing the daily responsibilities of a property. The responsive website communicates Kanso’s services, operating principles, and approach to property management across mobile and desktop experiences. The authenticated platform connects owners, residents, vendors, and internal teams through role-specific portals spanning 60+ screens and a 50+ entity data model. My work includes product strategy, information architecture, user flows, responsive interface design, interactive prototypes, high-fidelity screens, and a reusable design system.
02 — Challenge
The Challenge
Kanso needed to support two connected but fundamentally different experiences. The public website needed to explain the company’s services and build confidence before a customer ever entered the platform. The application then needed to carry that clarity into complex, ongoing property operations. Behind the interface, property management requires information to move between owners, residents, vendors, and internal teams across onboarding, leasing, payments, maintenance, communication, documents, approvals, and reporting. These workflows are often fragmented across emails, text messages, spreadsheets, and disconnected software. The central challenge was to create continuity between Kanso’s public-facing website and its operational platform while giving each user group the information and tools relevant to its role.
Key pain points
- 01Prospective Customers: Property management services can feel difficult to compare, with unclear processes, responsibilities, and expectations.
- 02Property Owners: Financial information, approvals, documents, maintenance activity, and property updates are often distributed across different systems and communication channels.
- 03Residents: Leasing, payments, maintenance, documents, and communication can feel like disconnected tasks rather than one continuous resident experience.
- 04Vendors: Incomplete work orders, missing property context, unclear access instructions, approval delays, and fragmented invoicing create avoidable administrative work.
- 05Internal Teams: Repetitive data entry, manual follow-ups, disconnected tools, and inconsistent handoffs make it difficult to maintain visibility as a portfolio grows.
"The experience does not begin when someone signs into the application. It begins when a prospective customer first encounters Kanso and tries to understand what the company does, how the service works, and whether it can be trusted. That same need for clarity continues after sign-in. Across the operational platform, friction occurs when users cannot see what has happened, what is currently happening, or what they need to do next. The opportunity was to create one connected experience built around clear communication, shared information, role-specific visibility, and predictable next steps."
03 — Solution
The Solution
I designed Kanso as one connected service experience composed of a responsive public website and a role-specific property operations platform. The public website introduces Kanso’s services, approach, operating principles, and property management experience. Its responsive structure allows prospective customers to explore the company, understand how it works, and move toward engagement from mobile or desktop devices. Educational and journal content extends the experience by helping users better understand intentional property care and management. After sign-in, users enter a portal tailored to their relationship with the property. Owners can review property performance, financial activity, approvals, documents, maintenance, and important updates. Residents can manage payments, submit and track maintenance requests, access documents, and communicate with the management team. Vendors receive structured assignments, property details, access instructions, approval information, completion requirements, and invoicing workflows. Internal teams gain a centralized operational view for coordinating properties, people, tasks, communications, and exceptions. Rather than treating these portals as separate products, I structured them around a centralized property intelligence model. Properties, units, owners, residents, leases, vendors, maintenance requests, documents, communications, transactions, and operational tasks are connected within a 50+ entity data model. This structure allows information captured during onboarding to support downstream workflows. Property details can inform leasing, maintenance triage, vendor assignments, owner approvals, communication, and reporting without requiring teams to repeatedly collect or re-enter the same information. Maintenance demonstrates how this connected model works. A resident is guided through describing the issue, identifying its location and urgency, uploading supporting information, and reviewing a recommended service. The request then becomes a shared operational record connecting the resident’s report, property information, owner approval requirements, vendor assignment, communication history, estimated costs, and completion documentation. I developed the information architecture, role-based navigation, responsive user flows, interactive prototypes, high-fidelity interfaces, and reusable component system across more than 60 screens. Hospitality service principles—including visibility, consistency, recovery, and clear communication—guided both the public website and authenticated product experience.
04 — Process
Design Process
Research & Discovery
Examined the complete experience from initial discovery through ongoing property operations. Identified the needs of prospective customers, owners, residents, vendors, and internal teams.
Service & Journey Mapping
Mapped how users move from learning about Kanso on the public website to completing role-specific tasks inside the platform. Identified gaps in communication, visibility, and workflow continuity.
Responsive Website Design
Designed the public website’s mobile and desktop structure, navigation, service content, educational experiences, and conversion pathways to help prospective customers understand Kanso and confidently take the next step.
Information Architecture
Structured the operational platform around properties, people, workflows, documents, communications, and financial activity. Defined role-based navigation and relationships across a 50+ entity data model.
Multi-Portal Experience Design
Translated complex operational relationships into focused experiences for owners, residents, vendors, and internal teams. Each portal provides role-appropriate information, actions, and visibility while remaining connected to the same underlying system.
Workflow Design
Designed connected workflows for onboarding, leasing, payments, maintenance, communication, approvals, documentation, vendor coordination, and reporting.
Prototyping & Validation
Created interactive prototypes to evaluate navigation, responsive behavior, workflow continuity, status visibility, handoffs, and exception states across the public website and authenticated portals.
Interface & Design System
Developed reusable components and interaction patterns for navigation, forms, status communication, approvals, dashboards, records, and responsive content across more than 60 screens.
MVP & Future Direction
Prioritized the website and operational workflows required to establish a connected foundation while preparing the platform for future automation, portfolio analytics, predictive maintenance, and additional services.
05 — Impact
Impact & Results
Connected Experience: Created continuity between Kanso’s public website and the tools users rely on after entering the platform.
Responsive Website: Designed a mobile and desktop experience that communicates Kanso’s services, approach, educational content, and customer value.
Multi-Portal Platform: Designed role-specific experiences for owners, residents, vendors, and internal teams across 60+ screens.
Systems Architecture: Defined a 50+ entity data model connecting properties, people, workflows, documents, communications, and financial activity.
Workflow Continuity: Created a centralized property intelligence model that allows information collected during onboarding to support downstream operations.
Operational Clarity: Designed connected workflows for onboarding, leasing, payments, maintenance, communication, approvals, documents, and reporting.
Design Scalability: Established reusable components and interaction patterns that maintain consistency across the website and application as the product expands.
06 — Artifacts
Visual Artifacts
