I conducted in-depth research did a full overhaul for the application status dashboards, which were causing a significant number of user issues.
Client:
Progress Residential
My Role:
UX Researcher & Designer
Year:
2025
Core UX Problems
Poor status communication: Leaving applicants unsure of their progress in the journey
Blocked payment flow: Applicants unable to access payment options through this dashboard
Layout Hierarchy: Critical information (ex: Deadline) is buried and competing for attention
No clear next steps: Applicants left guessing for what actions to take next
Not actionable: Providing little to no assitance for users trying to check their status and progress in the journey
Next Steps Dashboard
App Status Dashboard
User Behavior Evidence (Full Story Sessions Recap)
High amount dead clicks on home description card: This was especially prevelent when the status changed to "Pay". It indicates that users recognized action needed to be taken, but were unsure how to do it.
High time on page with no actions taken: Applicantds were scanning and clicking around the dashboard trying to get more information or trying to take action but never really being able to.
Continuous refreshing while viewing dashboard: Applicants would come to these dashboards and continuously refresh the page hoping to see a change in their status.
Communication Breakdown: Beyond UX
System-Wide Problems
Over-reliance on email: Important info (e.g., payment links, next steps) is only accessible via email.
Email dependency failures: Important emails can be missed by applicants, hindering progress.
Disconnected experience: Dashboards showed incomplete picture of the application status.
Missing urgency indicators: Deadlines and time-sensitive actions not clearly communicated.
Key Problems Identified
Users struggled to understand their progress in the journey.
Competing information lacks clear importance hierarchy.
Payment is blocked until all applicants complete their application.
Payment link is sent via email and is no where to be found on this page.
Deadline lacks emphasis.
User Impact
48% drop-off from the application journey
User confusion when attempting to make required payments.
Users unable to complete the actions they came to the dashboard to do.
Key Problems Identified
The progress tracker is low on the page and is not clearly prioritized.
No feedback on system-side tasks. (ex: background check in progress)
Doesn’t reinforce user momentum.
Little to no actionable elements.
User Impact
Users unable to understand their current application state.
No clear path forward after checking status.
Forced to seek information elsewhere (contacting support)
Address the root causes identified in research through targeted UX improvements
Core Solutions
Make application status crystal clear.
Enable self-service actions.
Reduce reliance on email.
Create clear information hierarchy.
Combine the two dashboards into one cohesive experience.
Design Principles
Clarity over completeness
Action-oriented
Self-service first
Mobile-optimized
Added a prominent status bar and a full Application Process Overview with an estimated completion time. These features give users clarity on what’s completed, what’s in progress, and what’s ahead. The result is reduced anxiety, increased trust, and a stronger sense of control.
Redesigned the dashboard to be more actionable by surfacing key tasks like paying the application fee directly on the page, eliminating the need to dig through emails or call support. I also improved the co-applicant process by allowing users to edit information and send reminders, giving them greater control and reducing friction.
Redesigned the information architecture to prioritize clarity and action. Key elements like the Progress Tracker, deadlines, and “What’s Next” are now prominently displayed at the top of the page, creating a clear visual hierarchy that guides users and eliminates confusion from the previous design.
Combined the segmented dashboards into a single, streamlined experience. The unified dashboard creates one source of truth for application information, making the process more intuitive, consistent, and user-friendly.
