LESSEN LLC
•
2025 – 2026
Evolving the Value Proposition of a Multi-Portal Maintenance Platform Through a Scalable Portfolio Management Experience
Responsibilities
Product Design · UX Strategy · Information Architecture · Systems Design · Data Visualization · Discovery & Validation · Rollout Strategy · Design-to-Engineering Handoff · Cross-portal Alignment
Project Scope
Enterprise SaaS · Multi-Portal Platform · 8 Personas · Client + Internal Portals · Residential + Commercial Verticals · Maintenance Operations (Reactive, Recurring, Snow/Ice, Call Requests)
Team
Product Designer (Lead) · Product Manager · 6 Engineers · Co-designer · Internal + Client Stakeholders
Timeline
11 Months
The Brief
The redesign of a core client-facing feature evolved the product’s value proposition beyond maintenance tracking into proactive portfolio management by surfacing key insights into operational health, maintenance trends, and service quality for both internal teams and clients across residential and commercial environments.
Intent
The platform’s existing location summary experience primarily functioned as an operational record for completed and active maintenance work. While it supported day-to-day request management, it did not provide enough visibility into broader location health, service quality, or recurring operational issues.
The project focused on evolving the experience into a decision-support surface that helped users assess portfolio performance, identify risk patterns, and monitor maintenance trends more proactively. The redesign also needed to scale across eight personas, multiple service models, and both client and internal portals without disrupting existing operational workflows.
impact
The redesign created a scalable portfolio management experience that helped clients move from reactive maintenance tracking toward faster operational oversight and decision-making. By restructuring location data into actionable performance, asset, and service insights, users could more easily identify operational risks, recurring issues, and maintenance trends across their portfolio while still supporting existing workflows.
The phased rollout achieved a 94.6% adoption rate, with most clients requesting removal of the legacy experience within 1–3 weeks. The redesign also became a key product marketing surface used in leadership presentations and broader positioning around proactive portfolio management capabilities.
APPROACH
SOLUTION
The redesigned experience transformed the location summary from a historical maintenance record into a scalable portfolio management surface. By surfacing operational signals, asset visibility, and service trends in a structured and digestible way, users could more quickly identify risks, prioritize attention, and understand location health across their portfolio.
01
Modular property insight cards
Separated performance, asset health, service activity, and operational experience into focused data surfaces for faster interpretation.
03
Contextualized maintenance workflows
Integrated operational metadata, client tasks, asset information, and timeline visibility directly into the experience to reduce context switching.
RETROSPECTIVE
HOW MY PROCESS HAS CHANGED
This project significantly evolved how I communicate complex system behavior and state logic to engineering teams, particularly across multi-portal and multi-variant experiences. It also strengthened my approach to designing data-dense interfaces around user prioritization and operational decision-making rather than maximizing surface-level information visibility.
WHAT COULD BE IMPROVED
Future iterations would focus on expanding predictive and comparative portfolio insights, including stronger cross-location benchmarking and proactive maintenance indicators. There is also opportunity to evolve the experience into more recommendation-driven workflows that help users anticipate operational issues before escalation occurs.