Product Design
WhoseYourLandlord (WYL) is a resident and property management insights platform and creator of the Resident Trust Index (RTI), a certification system evaluating resident experience and property conditions in multifamily housing. By providing real-time insights on resident feedback and property data, WYL empowers housing providers, financiers, and government agencies to improve operations, enhance resident satisfaction, and reduce costs.
Notable partners include Related Affordable, Avanath, Enterprise Community Partners, and Nuveen.
Role
UX Designer, Visual Designer
Date
August 2022 - September 2024
WYL for Residents
Designing a simpler, more intuitive way to search and add properties
The original resident experience for searching properties on the WYL platform was clunky and error-prone. Users had to input both a property name and zipcode separately — an issue when many listings didn’t even have names. The process was frustrating and slowed down property discovery.
As the UX/UI designer, I conducted secondary research, identified usability pain points, and designed the wireframes for the new experience.
Overview
Our goal: reduce cognitive load and streamline both the search flow and the add property experience.
Improved Search Flow
We replaced the two-field form with a single, smart search bar. Users could now enter a name, city, address, or zipcode — and the platform would suggest matching properties in real time.
Integrated with the Google Places API for verified results
Supported unnamed properties via zipcode
Displayed results sorted by proximity and rating
Reduced user errors and increased search success rates
Add Property Flow
We also overhauled the add-property flow to better sync with the new Google-integrated search logic and reduce errors across the system.
Step 1: Confirm property location via smart search and supported unnamed properties via zipcode
Linked Google Place ID to every property to prevent duplicates
Step 2: Validate key property data before creating a property profile
The original "Add Property" button was hidden and hard to find. We reintroduced it in two key places:
UI Enhancements
Inline link above the search bar:
“Don’t see your property? Click here to add it.”
Add Property button within the dropdown
WYL for Home Providers
Empowering hosts with control over their properties and reviews
Home providers lacked the ability to proactively manage or engage with their properties beyond viewing review analytics. There was no way to initiate resident outreach, add listings, or handle bulk updates — limiting the platform's effectiveness as a management tool.
As the UX/UI designer, I led user flow design, created wireframes, and tested usability scenarios for both individual and bulk actions.
Overview
Our goal: create a seamless self-service experience for housing providers. We focused on enabling property uploads (individually and in bulk), resident outreach, and campaign launches — all from a single, intuitive dashboard.
Manage Properties
A single page where providers can:
View and search all listings
Add/edit property details
Track engagement metrics
Add Residents
Two ways to add new residents and properties:
Individually, through an intuitive property profile panel
In bulk, via CSV — with validation steps to ensure clean, accurate data
Impact
A product built to scale trust — now informing national housing policy
The features and flows designed in this project directly contributed to WYL’s Resident Trust Index (RTI)—a groundbreaking standard for measuring trust, satisfaction, and living conditions in the multifamily housing sector.
In 2024, the platform and its data framework became the core of a national study supported by the Walmart Foundation, Multifamily Impact Council, Berkadia, and the National Multifamily Housing Council (NMHC).
“The WYL platform doesn’t just support residents — it’s giving voice to millions of renters and redefining how trust is measured in housing.”
National Study Highlights and Key Findings
Over 21 leading housing organizations took part, including:
Related Affordable
Avanath Capital Management
Enterprise Community Partners
Nuveen Real Estate
These are some of the most influential players in the affordable and market-rate housing ecosystem.
71% of residents said their housing provider had a positive impact on their lives
83% planned to renew their lease
The biggest driver of satisfaction? Trust, communication, and responsive on-site teams
The study helped highlight disparities in affordable housing conditions, offering actionable pathways to equity
Why This Matters for the Product
The WYL for Residents and Home Providers features — including property management tools, review campaigns, and trust reporting — directly fed into this effort. The redesigns allowed providers to:
Launch more targeted review campaigns
Collect cleaner, standardized data
Benchmark trust scores across properties and regions
Proactively address resident pain points
By making trust measurable, WYL helped reposition landlords as active participants and gave renters a louder, data-backed voice in housing decisions.
