Lo-Fi validation: I began by testing low-fidelity concepts with customers to validate our core ideas for a centralized view of expired documents and a new vendor request flow.

Phased rollout: Our first iteration enabled vendors to upload documents directly in the portal. We built on this by adding the ability for property managers to request documents from new vendors directly from the new vendor form. This specific addition led to a huge jump in portal invitations and revenue. Subsequently, we added request buttons for existing vendors with expiring documents.

Mixed-methods beta testing: We launched to a beta group to collect feedback through multiple channels. I sent a targeted survey to the beta group for vendor-specific feedback, while we used in-app feedback forms and Mixpanel data to identify where vendors were getting stuck or dropping off.

"Walking the Store": I led an exercise where our entire team walked through the flows to identify user experience "paper cuts." This collaborative audit resulted in a prioritized backlog of JIRA tickets to improve the experience for both vendors and property managers. One key outcome was moving the upload feature from a settings page to a new, dedicated documents page that clearly displayed document status and expiration dates for all their clients.