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Product design · Content systems · Implementation

Tenant Portal Redesign

Turning a text-heavy tenant portal into a clearer self-service journey for prospects and tenants — from application through move-in and everyday living.

Role
Product & systems design · Implementation
Team
Solo — proposed, designed & implemented
Platform
StarRez PortalX
Status
Shipped · Late 2025
Scale
7 buildings + 40+ rooming houses

PortalX supported the journey from application through tenancy, but the experience relied heavily on long text templates. Prospects lacked clear guidance during application, while tenants still contacted Building Managers for information that should have been easier to find.

How I Redesigned The Portal

Select a step to inspect the reasoning underneath

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Stays the same
Navigation
Core sections
Tenant tasks
Changes
Brand
Property details
Facilities
Contacts
Access

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Explore the tenant portal

Switch buildings and open the main tenant sections to see how the same structure works with different branding and information.

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RECREATED PORTAL · NOT LIVE
Hi Nicole!
Your Tenant Information Hub

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View details →
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Recreated structure · tenant values are dynamic per person, so no personal data is shown. Worked examples: Tenancy Information and New to Melbourne.

The platform stayed the same. The experience was reorganised around what people needed at each stage of the journey.

Impact

~35%
Increase in portal usage
Tracked after the redesign
~30–40%
Fewer repeat enquiries to Building Managers
Team feedback
The structure is now reused across 7 buildings and 40+ rooming houses and serves as the starting point for new launches and ongoing PortalX updates.
Journey mapping Content systems Information Architecture Reusable structure
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