Case studyRenovation tech2022–2025

Homeowners see their renovation as it happens.

The Client Portal is where Chapter's homeowners followed their renovation. Progress, approvals, payments and documents in one place, built on the same data as the HUB.

Role
Senior Product Designer
Company
Chapter
Timeline
2022–2025
Platform
Desktop and mobile
Client Portal home on a laptop: balance by milestone, progress photos and the project schedule
Problem

Homeowners could not see daily progress. Updates were spread across email, texts and calls, and every approval took several rounds.

What I did

Researched what worried clients most, then designed one portal for progress, approvals, payments and documents, fed by the HUB.

Result

200+ homeowners used it. Project managers spent less time on status updates, and the portal became a selling point for Chapter.

01The problem

Homeowners could not see their own project.

Is it on schedule? Where is my money going? Did the PM get my message? Clients kept asking the same questions.

1

Scattered communication

Emails, texts and calls. Hard to track and easy to lose.

2

No visibility

Clients had no view of what happened at their home each day.

3

Slow approvals

Every decision needed back-and-forth with the team.

02Approach

Designed for people who are not renovation experts.

I researched what caused clients the most anxiety. Four things kept coming up. Each one got a clear answer in the portal.

  • CostsBalance by milestone, invoices and online payments
  • ProgressSchedule, daily photos and live cameras
  • ApprovalsProposal, change orders and design choices approved online
  • CommunicationMessages with the team, kept with the project
Client Portal home screen on a phone: balance, progress photos and schedule
MobileThe home screen answers the first questions: how much is paid, what the site looks like, and what happens this week.
03The product

Progress, payments and documents in one place.

Clients log in any time to follow the work, pay, open documents and message their team.

Proposal screen on a laptop with the scope of work, a 3D layout of the home and the payment plan
ProposalThe scope, a 3D layout of the home and the payment plan by milestone, approved online.
Materials overview on a phone with room and category filters, favorites and material status
MaterialsEvery material by room and category, with filters, favorites and a clear status.
04Key decision

Every approval shows its status and its history.

These were high-value decisions. The client and the team both needed to see what was approved, when, and which version.

  1. The HUB on a tablet: selected materials grouped by room, with a button to create a sign-off package
    1In the HUB

    The designer sends a package

    Selected materials are grouped by room and sent to the client as a sign-off package.

  2. A material in the Client Portal on a laptop, marked as published and awaiting review, with specifications, price and history
    2In the portal

    The client reviews each item

    Specs, price and photos, a visible status, and a history of every change.

  3. A changed material on a phone, marked as the latest version, with an Accept Changes button
    3On the phone

    Changes are easy to confirm

    New items and changes are marked. The client accepts the latest version from the phone.

05Impact

What changed for clients and the team.

The portal ran for three years and kept improving from homeowner feedback.

200+ homeowners

Used the portal to follow their renovation.

Less status chasing

Project managers spent less time answering client questions and more time on the project.

A selling point

The portal became part of how Chapter sold its projects to new clients.

06Learnings

What I learned.

  1. 01

    Make complex processes feel simple.

    Material selection, proposal review and payments can become calm, clear steps for the client.

  2. 02

    Give freedom, keep guardrails.

    Clients need room to explore options. The business needs limits that protect margins and timelines.

  3. 03

    Design for long projects.

    A renovation runs for months. People leave and come back, so the screen has to show where things stand right away.

Contact

Let's talk.

I'm looking for a senior product design role on a team that builds complex products. B2B platforms, operations tools and client experiences.

LinkedIn Download resume