Overview
Alfred is a proptech company that manages resident services for multifamily properties through a native app and property management software. The billing system that powered their Marketplace, in-home services like cleaning and grocery runs, was a manual, error-prone process held together by spreadsheets and Slack.
I led the end-to-end redesign from discovery through soft launch, partnering with PM and product ops to audit the existing workflow, run user research, and ship a rebuilt platform that eliminated multi-platform coordination and gave billing specialists the tools they needed to triage invoices efficiently.
01 / Core problem
In 2021, 61,000 invoices were manually processed, and $157,000 in preventable Stripe payment failures slipped through. Users couldn't edit invoices once created, and billing and operations teams coordinated across three disconnected platforms with no shared record of truth.
"You just need to cross your fingers and hope it hits...Sometimes after a run is closed it can take days to get to Billing and for me to approve, expenses get lost and you can't remember all you need to check."
Billing User
02 / Process
I partnered with PM and product ops to audit the legacy workflow, ran user interviews with billing and operations teams, and applied Atomic UX methods to translate findings into a user story map that phased requirements across alpha, MVP, and post-MVP, giving engineering a clear sequence to build against.
03 / Solution
A rebuilt billing platform with inline invoice editing, dollar-amount discount flexibility, improved information hierarchy for faster invoice triage, and a threaded comments system, eliminating the need to coordinate across Slack, the billing tool, and a corporate card platform simultaneously.
The redesign targeted two product outcomes: reducing the time required to manage Marketplace billing, and increasing margin on each Marketplace transaction.
04 / Results
The redesign shipped to strong initial feedback, and the comments system became the single auditable record per invoice that the team had been missing.
I love this page. I love how it's still broken down to where I can see which vendor that the Pex transaction was done on and the total amount.
Operations user
The way this new platform compares to how I handle billing today is much better. The one we've got now, I've got pages and pages, because everything is spread out, so I like that I can just see everything in rows and I can sort it however I would like to.
Billing specialist