To comply with my non-disclosure agreement, I have changed some of the quantitative data and omitted some information in this case study. All information in this case study is my own and does not necessarily reflect the views of VineBrook Homes.

TL;DR

VineBrook Homes is a single-family rental company managing thousands of homes across the Midwest and Southeast. As their portfolio scaled, their internal CX tooling didn’t keep pace, agents were jumping between disconnected platforms with no unified view of a resident’s lease, payments, and service history. I came in as lead product designer to fix that, starting with the agent-facing CX dashboard.

The Pain Points

CX agents had to navigate three separate tools, a Resident Profile, a Lease Status System, and a Service Request Portal, just to complete a single routine task like filing a service request, creating constant context-switching and slowing down every interaction.

The dashboard itself compounded the problem: with no clear visual hierarchy, everything competed for attention equally, leaving agents unsure where to start. The result was a workflow that felt broken not because the tools were missing, but because nothing was connected.

Behind the Design

50+ user interviews conducted across 5 strcutured research sessions, segmented by Agents, Residents, Prospective renters.

Cross Functional Inputs: 15+ working sessions with engineering, CX leadership, and Salesforce admins to align on technical feasibility and operational constraints alongside user needs.

Redesigning of customer experience dashboard

TL;DR

The Pain Points

Solution

Impact & Metrics

Behind the Design