Every submission disappeared into silence. Here’s the loop that closes it.
Three Lochs is a genuinely well-run estate with a resident experience that didn’t match it. Requests went in and nothing came back. Dues arrived like a bill instead of a membership. The sessions traced that gap precisely, and gave us a product built to close it, screen by screen.
The estate earns the trust. The admin was spending it.
847 homes, a genuinely premium setting, and a resident experience built on a generic property management portal that answered to nobody in particular. Residents weren’t hostile. They were resigned, carrying every unreturned call and silent submission into the next one. The brief was to find out exactly where that resignation formed, and what it would take to replace it with something closer to belonging.
Twelve sessions. The same finding, from every angle.
The First 60 Seconds, the Aspiration Gap and the Identity Shift were run independently and landed on the same three-stage arc: recognised, informed, then trusted enough to stop bracing. The Heartbreak Scale put numbers to what the team already sensed, trust at 1 out of 5, anxiety at 5, and named silence after submission as the single biggest trust-killer in the current experience.
From a payer’s resignation to a member’s “we”.
The Feel Factor mapped the emotional arc across three layers, first impression, the journey, and identity transformation, and rated the current experience honestly: trust at 1/5, delight at 1/5, anxiety at 5/5. The Aspiration Gap traced the three moments where that arc holds or collapses. Design Principles turned both into six decision-making rules specific enough to test any screen against.
Six screens, each one closing a loop the sessions found open.
From the personalised home screen through to the notification that confirms a request is resolved before anyone had to ask. Tap through the screens below.
A native stack, chosen for one reason: the notification has to arrive.
Every technology decision was tested against the same product requirement, real-time status updates, push notifications that deep-link reliably, and a personalised home screen that loads inside two seconds. The Developer Handoff carried the emotional intent of the design phase into acceptance criteria the build could actually be judged against.
A product judged on whether a resident feels looked after, not just whether it ships.
Trust at 1/5 and anxiety at 5/5 explained almost everything about how the existing experience was built. The response wasn’t a redesign of the surface. It was a set of decision-making rules specific enough to hold under deadline pressure, and a build handoff that gave those rules teeth.
Want this thinking applied to your product?
Pick the path that matches where you are. Every one leads to the same honest conversation about your project.
Tell us about your project.
Short form. Simon reads every submission personally and replies within two working days.
Send project details →Book a discovery call.
Thirty minutes with Simon. Real conversation, no pitch deck.
Book a call →Get an idea of typical costs.
No tier grids. The total cost of your project, broken down honestly, with our portion shown within it.
See pricing →