Dvora Living

Dvora is a residential management company in Jersey City serving 500+ active residents through a platform that handles payments, services, and lease processes. The move-out flow, one of its most operationally critical journeys, was partly manual and inconsistent across web, iPad, and mobile.

Residents often didn't know what step came next and had to call or email to move forward. Property managers had no real-time view of resident progress, which created delays, repetitive communication, and slower apartment turnover. The opportunity was to turn a fragmented, high-friction process into a clear, fully digital experience

I began with a heuristic analysis of the existing flow to map where usability broke down, then ran interviews with 5 residents and 5 property managers to understand the friction from both sides.

The research surfaced three consistent problem areas: low process visibility, with residents unsure of their next step; automation gaps, where manual confirmations and paperwork slowed everything down; and missing reminders, which led to missed appointments and repeated follow-ups. A decision matrix helped the team prioritize these within the available technical and time constraints.

I restructured the move-out around one principle: keep the resident moving forward without needing outside help. The flow was rebuilt into three clear stages, payment, signature, and appointment, so residents always knew where they were in the process.

Each part of the system addressed a specific breakdown from the research, connecting resident actions with the visibility property managers needed to coordinate on their side. The goal was a single, guided path that worked consistently across every platform.

Each decision responded directly to a research finding. I introduced a digital signature to remove the manual paperwork that was blocking the process, a three-step progress tracker to give residents constant clarity, and automated scheduling with calendar sync to prevent missed appointments.

For property managers, I added real-time status visibility so they could track every request without manual chasing. I documented all flows and screens as developer-ready specs and worked closely with engineering through implementation across iOS, Android, and web.

I ran four rounds of usability testing with real users before each engineering handoff, refining the flow at every stage. After implementation, the move-out became fully digital across all platforms.

The redesign reduced task completion time by 40% and cut the volume of calls, emails, and manual follow-ups reported by the management team. Internal testing showed a 60% increase in resident satisfaction, and faster turnover directly reduced revenue lost to delayed unit availability. The solution is currently live across Dvora's platforms.