Decrease Mistakes When Moving In Tenants

Goal

If Property Managers needed to add a future tenant into our system, and the apartment was currently occupied, they would see this modal. If they ignored the long warning message and clicked “Add Tenant”  the new tenant would be added as a roommate on the current lease. This was an error only a call to Customer Success could resolve.

The goal was to minimize user error, and reduce call volume to the Customer Success team.

Confusing Modal that Resulted in User Errors

Process

Our first step was to create a second button for clarity. We implemented this while we usability tested a bigger improvement to the flow.

MVP Approach

Final Product

We implemented two modals, the first to force the user to choose which path they wanted to take. If they chose “Move In Future Tenant” they would see a modal to update the necessary information to complete this task.

This saved users a step of navigating to the existing users occupancy page, editing their move out date, then going back to the new tenant’s rental application and starting the move in process all over.

Clear Choice Replaces Warning Message
Entering a Move In and Move Out Date
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