Technical & Product Enablement
Online Leasing Enablement
A reference suite that helped leasing associates adopt a new online leasing platform, covering everyday automation and the trickier scenarios that come up along the way.
About this project
The challenge. As Cortland rolled out a new online leasing platform across more than 200 communities, the release changed how leasing work moved through the system. Associates needed additional support understanding which parts of the process the platform now automated, which actions still required them, and how to handle the alternative scenarios, failed verifications, changed applications, and special cases, that come up in real leasing.
My approach. I partnered on a reference suite that made the new process easy to follow. For each situation, the materials laid out the trigger event, what the system did automatically, and the specific action the associate needed to take, with step-by-step guidance for the more involved scenarios. Structuring the content around real events, rather than abstract features, meant associates could find what they needed at the moment they needed it.
The result. The materials gave a large, distributed team a shared reference for adopting the platform, supporting more consistent handling of applications and leasing tasks across every community during a significant system change.
Representative sample — Recreated to demonstrate my design approach without sharing proprietary content.
Enhanced Scheduling
A live, facilitated rollout that helped associates build and maintain accurate calendars so residents could self-schedule appointments.
About this project
The challenge. A new scheduling experience gave residents the ability to self-schedule appointments. This introduced a new responsibility for associates: building and maintaining accurate availability in Funnel so residents could schedule based on those calendars.
My approach. Working directly with the product team, I tested the feature and partnered with stakeholders to identify what associates needed to do differently. Because the release introduced a meaningful change to their daily workflow, I chose a live, facilitated experience that allowed associates to see the process and ask questions. I also developed facilitator materials, created an intranet resource, and supported the rollout through post-launch hypercare and office hours.
The result. The learning and performance support helped associates transition to managing their availability within the new scheduling experience, supporting the broader rollout of resident self-scheduling.
Representative sample — Recreated to demonstrate my design approach without sharing proprietary content.
