Renters couldn’t see what they were getting—literally. Listings lacked photos, videos, or unit-specific media, driving confusion, low trust, and support volume. I led a design sprint to introduce rich media listing components, built for speed, clarity, and scalability.
We shipped in 1 sprint. Engagement rose 24%, support tickets dropped 40%, and most critically—conversion lifted by 5%+ on a mature, high-traffic surface.
The initiative for rich media didn’t originate from customer demand—it came as a reactive directive.
Historically, apartment-specific media was a top pain point for renters, but only recently had partners begun requesting this feature.
Listings had a 1% conversion rate, leading to missed revenue and a poor user experience.
This wasn’t just about adding more media—it was about creating a richer, more engaging apartment search experience.
This initiative highlights the reality of UX in fast-moving companies—success doesn’t always lead to expansion.
Conversion
Engagement
Ticket reduction
Research, IXD, Usability testing, Stakeholder management
3 weeks
1 PM, 2 Engs, 1 PD
The challenge was determining whether rich media was truly valuable or simply a competitive checkbox feature.
To validate the need, I led qualitative and quantitative research and collaborated with stakeholders across Product (Demand), Sales, Engineering, and Operations to explore feasibility.
Goal of the proof of concept
• Remove friction.
• Increase transparency.
• Give renters more details.
Core design enhancements
• Dynamic unit cards – Featured eye-catching visuals to immediately hook renters.
• Refined content hierarchy – Made key information stand out, reduced fatigue.
• Enhanced listing view – Created seamless, scrollable image galleries and intuitive virtual tours.
My research validated that renters had long sought apartment-specific photos, videos, and 3D tours.
However, partners’ internal systems weren’t set up for apartment-specific content, meaning we had to work with what was already available.
I designed a north star concept to get alignment and excitement about the initiative.
Focused on speed, I segmented launches based on existing partner data structures.
This meant:
• Minimal engineering lift – Using available media instead of requiring partners to upload new content.
• Seamless UI integration – I experimented with card treatments and interaction patterns to ensure different media types (3D tours, videos) were surfaced intuitively.
• Iterative approach – I focused on small, high-impact changes for speed to launch to increase engagement without disrupting workflows.
Featured eye-catching visuals to immediately hook renters.
With different iterations and aligned with usability testing, I landed on a deliverable that resonated with renter's primary content use cases.
Design enhancements
• Dynamic media content to showcase arresting visuals.
• Hover interactions to provide moments of delight.
• Organizing content in a way that resonates with renters.
To maximize decision's ease, I created a listing view that showcased the information that mattered most to renters and designed immersive experiences.
While research-backed design increased engagement, internal priorities dictated that further media enhancements (immersive gallery) wouldn’t move forward.
We set out to achieve what we wanted:
• Validation before execution – Ensuring executive directives align with user needs.
• Strategic prioritization – Moving fast by working within technical constraints.
• Cross-functional collaboration – Aligning teams on a high-impact MVP despite competing priorities.
