Resident (Noindex)

Founded in 2016 Resident Home is a leading direct-to-consumer company specializing in home furnishings industry. They own multiple brands, including Nectar, DreamCloud, Awara, Wovenly, Bundle, and Level, each offering unique solutions for different customer needs.

We started by designing a comprehensive operations dashboard that provided Resident Home with a clear overview of product statuses, shipments, and warehouse operations. This new interface allowed the team to monitor all their products across various states and stages, ensuring smoother logistics management. The dashboard became a single source of truth for all operational data, helping the team make quick, informed decisions.

For a company managing multiple warehouses across different regions, routing products efficiently is critical. We developed a custom routing tool that empowered Resident Home to prioritize warehouses based on their locations, product availability, and customer demand. This tool allows dynamic changes to warehouse prioritization, optimizing delivery times and improving stock management.

We designed the ultimate customer page, providing a comprehensive view of each order, including the order timeline, billing, and shipping details. Integrated into the page is a detailed communication log that captures the full history of interactions—emails, SMS, phone transcripts, and marketing communications—giving the support team all the relevant information in one place for faster, more personalized service.

Additionally, we implemented a Resolution Experience flow wizard directly into the customer page, allowing the support team to quickly offer the best resolution options for any customer issue. Paired with a configuration table for managing reasons for product damage, this tool enables the team to efficiently guide customers through problem-solving steps, ensuring quick and effective solutions. Together, these features have significantly enhanced the platform’s ability to deliver high-quality customer support.

A key component of this project was the creation of a dedicated design system. By establishing a cohesive set of guidelines and modules, we ensured consistency across all the pages and components of the platform. The design system not only improved the visual consistency of the platform but also enabled faster iterations and scalability for future updates.

Our work with Resident Home resulted in a modern, efficient platform that streamlined their operations and customer support. Through a thoughtful design system and advanced tools, we empowered their team to work more efficiently and provide a superior customer experience.