A global rental platform that connects tenants with landlords for mid- to long-term stays. Behind the scenes, Customer Support, Finance, Trust & Safety, Sales, and Marketing all use an Internal Panel to manage bookings, users, and payments. But it had grown into a mess. Teams were switching between tools and doing things manually that should have been automated.
Teams were manually handling everything. Refunds. Booking changes. Payouts. They’d copy-paste sensitive data between systems, coordinate manually, hope nothing broke. Error-prone. Time-consuming.
Navigation made no sense. The Admin Panel had grown organically for years. No consistent design. Filters were hard to use. Pagination was broken in some places. No patterns for building new features.
Previously, the page was an unstructured mess. Data was hard to find or missing. We ran a moderated card sorting exercise with internal teams. This helped us understand priorities from the perspective of Sales, Support, Finance, Customer Support, etc.
The new layout introduces role-based tabs and clear UI patterns (tables, metrics, cards…). It lets Product Owner and Developers add new data without Designer’s intervention.
Before the BCR Tool was introduced, a fully manual process of canceling or modifying a booking was prone to human error, scattered across 5 tools (Front Office application, HubSpot, Intercom, Moneta, Google Sheets), difficult to track, and not scalable.
We turned complex workflows into one tool to track, view, and edit booking change or cancellation requests.
I spent time with Finance, Customer Support, Sales, Marketing watching them handle refunds, booking changes, payouts. Saw where they got stuck, and what made them slower.
Instead of jumping between 6 tools, I brought relevant data into the Admin Panel. For example, user profiles now show everything in one place: tenant details, landlord info, payment history, actions, next steps.
Refunds used to be manual and risky. I designed tools like Booking Change Request, that automate decisions based on booking data.
Created a UI foundation based on Tailwind with reusable patterns. Updated page layouts. Fixed filtering, sorting, pagination. Documented everything so teams could ship new features without starting from scratch.
