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Pro Service
Leo Ramos
Oct 22, 2026 8:20 AM
Called Tasha: she's home from 1 PM. Boro Heating has the lockbox code and will text when they're on the way.
Designing the operating system behind 2,500 homes.
As the only product designer, I led design for the platform 200+ employees in the US, Argentina and Peru use to run Belong: payments, maintenance, leasing, inspections and admin. I worked with 3 squads, 3 PMs, engineering leads and the VP of Product, from the design system to Phin, its AI layer.
Foundation member profile for a homeowner. On the left, the member card with persona tags, contact details, sentiment score, NPS and CSAT, then their home and team. On the right, the Summary tab: Phin's summary, team tasks, appointments, the home, the plan and the team.
Phin summary
What matters for this member right now, so nobody has to read ten tabs to catch up.
01 / 05
Phin summary
What matters for this member right now, so nobody has to read ten tabs to catch up.
Persona tags
Their cash flow, investor type and distance from the home, so every conversation starts in the right place.
Sentiment, NPS and CSAT
How this person feels, visible to everyone who talks to them.
Team tasks and appointments
What's open on this member's homes, how overdue it is and who's coming next.
Home, plan and team
The home, the agreement and the assigned team, without leaving the page.
Phin summary
What matters for this member right now, so nobody has to read ten tabs to catch up.
The problem
Everyone was reacting.
More than 200 people kept about 2,500 rental homes running, on tools that had grown piece by piece.
Work arrived from everywhere and nothing said what mattered most. People spent the day deciding what to do, and supervisors only saw problems once they escalated.
- homes across the US
- 2,500
- employees
- 200+
- countries: US, Argentina, Peru
- 3
- designer
- 1
“How do we make 200 people proactive, focused on the customer and not the tool?”
The system
One designer, three squads.
I couldn't design every screen for three squads, so the system had to do most of the work.
We started from shadcn and React and adapted them for dense operational work. Because it was already code, engineers adopted it fast.
Live components
Persona tags
Task card
Buttons
Sentiment, NPS and CSAT
Input and select
Phin summary bubble
Tabs
Tags
SLA indicator
Selection controls
Member
Tooltip, dark
Button group
Rating input
Persona tags
Who you're talking to, at a glance: one tag per dimension, and a tooltip says why.
- 1Icon: 20px, one for each value.
- 2Label: p1, 12px semibold, in the value's color.
- 3Dimension: cashflow, investor profile and proximity, one row each.
- 4Mixed state: when a member's homes differ, the tag counts them.
Task card
If you can triage it from the top two layers, the hierarchy is right.
- 1H1, identity: what this is. p2 semibold.
- 2H2, triage: status and SLA, with a dot and the words.
- 3H3, attribute groups: the fields needed to act, side by side.
- 4H4, metadata: p1, muted.
Buttons
One size, 40px, so density is never a choice. One green button per view.
- 1Primary: the one action that matters here.
- 2Outline: secondary actions beside it.
- 3Destructive: red, for what removes something.
- 4Link: inline actions, no padding.
Sentiment, NPS and CSAT
How this relationship is going, on the member page.
- 1Score: icon and color change across five bands, every 20%.
- 2Trend: one segment per reading.
- 3Stars: gold up to the score, gray after it.
- 4Date: every score says how old it is.
Input and select
The placeholder floats up into the label, so a filled form still names each field.
- 1Floating label: 10px, sitting on the border.
- 2Error: border and label both turn red.
- 3Select: the same 40px box, with a chevron.
Phin summary bubble
The AI speaks as a character and stays short until asked.
- 1Phin: the assistant, at the foot of the bubble.
- 2Bubble: three lines at most, so it never pushes the work down.
- 3View More: only appears when the text is clamped.
Tabs
Two weights of the same control: a quiet underline and a filled version.
- 1Tertiary: p2, a green underline and semibold when active.
- 2Primary: 40px, navy fill on the active tab.
Tags
Twenty colors. The border is the color and the fill is 10% of it.
- 1Tag: p1 semibold, 8px radius, border, wash and text from one color.
SLA indicator
On a task, three colors answer one question: how late is this?
- 1Label: says the time in words, so color is never alone.
- 2Dot: 14px, red, amber or green.
Selection controls
Each kind of choice has one control.
- 1Switch: 44 by 24px, green when on.
- 2Checkbox: 16px, navy check.
- 3Radio: 16px, navy dot.
- 4Boolean toggle: solid when on, dashed when off.
Member
One way to show a person, with or without a photo.
- 1Primary role: a green ring on the 40px avatar.
- 2Any other role: name in p2 semibold, role muted, initials until there's a photo.
Tooltip, dark
For answers that take more than a line, as on persona tags.
- 1Description: what this value means.
- 2Rationale: why it applies to this member, below a dashed line.
Button group
A single choice with every option in view, in one tap.
- 1Selected: a 4px green border on a green wash.
- 2Unselected: gray border. Options share the width equally.
Rating input
One component, with stars for quality and dollars for cost.
- 1Label: p2 semibold.
- 2Stars: 20px, 8px apart, five by default.
- 3Dollars: the same control with another icon.
Then design started shipping code.
Once the components existed, I began building the front end myself with AI tools. Two-week sprints that released in week three became weekly releases.
The products
One platform, many jobs.
Internal tools usually get whatever is fastest to build. I argued the opposite: their experience becomes the customer's experience.
Foundation opens on a live map of each person's homes, with layers for vacancies, repairs and renewals.
Control Panel
Let’s give our homes some love, Alex!
Last Updated Oct 22, 2026 8:30 AM EDT
Call the Aldens about the open balance on Garnet St. It's six days overdue and autopay has failed twice. The renewal offer on Hollis Ave. hasn't been signed in ten days, and there's a lease break on Ridgeview Ter. to confirm before the move-out walk-through.
My Performance
October 1 – 21
- 120 Assigned Homes
- 4 Open Tasks
- 1 Overdue
Responsiveness
90%Up 1%Vs. Sep 2190% Target
This metric measures the speed at which you respond to tasks and inquiries.
- 3rd Place On Team Of 14
- 90% Month-To-Date Oct 1-21
- 0% Above 90% MTD Target
- Up 1% From Sep 21
Portfolio Health Score
87%Up 2%Vs. Sep 2195% Target
This score reflects the state of your portfolio of homes, based on the tasks we need to perform. As tasks become overdue, your score goes down; as tasks are completed, your score goes up.
- 4th Place On Team Of 14
- 87% Month-To-Date Oct 1-21
- 8% Below 95% MTD Target
- Up 2% From Sep 21
CSAT Score
91%Up 3%Vs. Sep 2190% Target
Surveys collected from residents and homeowners ask about their satisfaction with specific interactions or services we provide.
- 2nd Place On Team Of 14
- 91% Month-To-Date Oct 1-21
- 1% Above 90% MTD Target
- Up 3% From Sep 21
Net Promoter Score
62%Down 4%Vs. Sep 2170% Target
Surveys collected from residents or homeowners every 6 months ask how likely they are to recommend Belong's services. This measures their overall satisfaction with Belong.
- 6th Place On Team Of 14
- 62% Month-To-Date Oct 1-21
- 8% Below 70% MTD Target
- Down 4% From Sep 21
Retention
97%Up 0%Vs. Sep 2195% Target
This measures the percentage of homeowners that cancelled service with Belong relative to your overall portfolio in a given period.
- 1st Place On Team Of 14
- 97% Month-To-Date Oct 1-21
- 2% Above 95% MTD Target
- Up 0% From Sep 21
Open Balance Rent
Last Updated Oct 22, 6:00 AM EDT
6 Days Overdue
Assigned To Kim T. 2 Notes- Rent · October
- $2,450 Outstanding
- Last Attempt Tue., Oct 20
- Autopay Failed Twice
- Resident Responsibility
- Next Charge Sun., Nov 1
55 Garnet St. Jackson Heights, NY
- In Lease
- 2 Open Tasks
- Hal Brooks
- Lena Alden
- Paul Alden
Renewal Lease Ending Sat., Dec 19
Last Updated Oct 21, 2:14 PM EDT
58 Days To Lease End
Due Mon., Nov 2
Assigned To Kim T. 1 Note- (10 Days Ago)
- Offer Sent Mon., Oct 12
- Residents Signed
- 0 Of 2
230 Hollis Ave. Jamaica, NY
- In Lease
- Renewal Offer Sent
- 1 Open Task
- Nina Ford
- Theo Grant
- Mae Grant
Window Latch Repair
Last Updated Oct 21, 9:47 AM EDT
Due In 2 Days
Assigned To Leo R.- By June Park · Resident
- Reported Mon., Oct 19 (3 Days Ago)
- Due Sat., Oct 24
- Routine (7 Days SLA)
- Pro Assigned
- Open
12 Larkspur Ln. Forest Hills, NY
- In Lease
- 1 Open Task
- Ali Khan
- June Park
Lease Break Prior To Lease Ending
Last Updated Oct 20, 4:30 PM EDT
Due In 6 Days
Assigned To Kim T. 3 Notes- Requested Mon., Oct 19
- Move-Out Sat., Nov 28
- Paid
- $1,800 Early Termination Fee
9 Ridgeview Ter. Riverdale, NY
- In Lease
- Lease Break Requested
- 2 Open Tasks
- Cal Moreno
- Ivy Chen
An AI-ranked work queue with live team metrics, in a version for each role.
Design ruleThe tool decides, the person acts.
- AI order is the default view, not a filter you have to find.
- Ranked metrics tie the work to how each team is measured.
Profiles
Glen signed on Oct 6 and wants the home listed before the holidays. The onboarding walkthrough is booked for Oct 20; the only open question is whether the basement counts as a bedroom.
Plans
Lease
No Lease Yet
Team
Maya Ortiz
Homeowner Associate
As Of Sep 22, 2025 (3 weeks ago)
Sam Okafor
Homeowner Advisor
As Of Oct 6, 2025 (8 days ago)
Recent & Upcoming Appointments
Latest Activity
Tasks
All caught up!
One page for every home and person. It changes with the home's stage, so the right information stays on top.
Design ruleEverything in one place, clear in 30 seconds.
Pro Services
No Heat Emergency Repair
In Progress
Pro Dispatched
Due Wed., Oct 21
1 Day Overdue
Emergency
In Home Repairs
Pro Service #10482 • Unique ID 7c41e09ab2d3
Tasha has had no heat since the first cold night and has followed up twice. Boro Heating is booked for 2–4 PM today, and Leo has confirmed she'll be home. The request is a day past its emergency SLA.
No heat in the whole apartment since the evening of Oct 21, reported by the resident via the app. The boiler shows an error light and won't fire. Access by lockbox at the side gate; resident home after 1 PM.
Before
Before
Belong's Heating Standard applies to this Pro Service request
Heat is one of the essential systems a home needs to be habitable. Under Belong's standards it is the homeowner's responsibility to keep it working, and an outage in cold weather is treated as an emergency.
Covered By Homeowner (100%)
Assigned To
Leo Ramos
Homecare Specialist
- Visible To Homeowner, Resident
- Notifying Homeowner, Resident
- Heating
Latest Activity
Visit Scheduled
For No Heat On Oct 22, 2:00 PM
Oct 22, 8:15 AM EDT
Visit Offered
To Boro Heating, Kings Climate Co.
Oct 21, 7:51 PM EDT
Pro Service Created
Request #10482
Oct 21, 7:42 PM EDT
Appointments
Scheduled
For Thu, Oct 22 2:00 PM - 4:00 PM EDT (in 6 hours)
Boro Heating
Partner
Latest Note
Created On Oct 21, 2026 7:42 PM EDT By Tasha GreenLast Modified On Oct 22, 2026 8:15 AM EDT By Leo Ramos
Every repair, from the resident's report to the last photo, on one page.
Design ruleMake performance visible.
- Photo progress from reported to completed.
- Delays are a state with a reason, not a silent gap.
Inspections
Switch tabs · open a space
Move In Inspection
Completed
Tue. Jan 13th, 2026 10:42 AM EST
Performed By Riley Park
Belong Member
Assigned To Iris Bell
Home Quality Specialist
Homeowner Not Attending
Unoccupied Inspection
Summary
- 2 Bedrooms
- 1 Bath
- 2 Entrances
Riley's Thoughts On The Home
Recommendable
- Good Light
- Quiet Street
- Updated Kitchen
Clean and ready for move-in. Living room floor was refinished since onboarding.
Completed Appointment
Riley Park
Belong Member
Completed
On Tue, Jan 13 10:00 AM (9 months ago)
Created On 1/6/2026 At 3:12 PM By Maya Ortiz
Latest Note
Riley Park
Belong Member
January 13 At 11:04 AM
Keys are back in the lockbox for Tasha. I couldn't locate the storage room listed at onboarding, so I flagged it for Iris.
Inspection #20931 · Unique ID 7c2e91ab
Created On January 6, 2026, At 3:12 PM By Maya Ortiz | Last modified On January 13, 2026, At 11:05 AM By Riley Park
Inspections by room and feature, with photos and a recommendation, linked to the home.
Design ruleEverything in one place, clear in 30 seconds.
- Structured answers instead of free-text notes.
- The verdict up front: recommend, or not, and why.
The AI layer
From ranking the work to doing it.
The AI came from a design question: what would it take for people to stop deciding, defining and searching? Belong's assistant, Phin, grew in four steps.
AI decides the order.
AI ranks the Control Panel by urgency, SLA due dates and time since last touch. People start at the top instead of sorting.
4 Tasks
Order By: Highest Priority
No Heat Emergency Repair
Last Updated Oct 22, 8:15 AM EDT
1 Day Overdue
Assigned To Leo R. 3 Notes- By Tasha Green · Resident
- Reported Wed., Oct 21 (1 Day Ago)
- Due Wed., Oct 21
- Emergency (1 Day SLA)
- Pro Dispatched
- In Progress
- Thu., Oct 22 · 2 PM – 4 PM (In 6 Hours)
- Scheduled Appointment With Boro Heating
Leak Under Kitchen Sink Repair
Last Updated Oct 22, 7:31 AM EDT
Recent Move-In Due Today
Assigned To Leo R. 1 Note- By Omar Haddad · Resident
- Reported Thu., Oct 22 (Today)
- Due Thu., Oct 22
- High (1 Day SLA)
- Finding A Pro
- New
Dryer Vent Repair
Last Updated Oct 21, 5:40 PM EDT
Due In 4 Days
No Assignee 5 Notes- By Ana Costa · Resident
- Reported Mon., Oct 12 (10 Days Ago)
- Due Mon., Oct 26
- Routine (14 Days SLA)
- DelayedWaiting On Parts Tue., Oct 27 (In 5 Days)
- In Progress
AI reads everything first.
The Phin summary puts what matters on a page into one or two lines. Moments That Matter reads every call, email and payment, and surfaces the few that shaped a member's experience.
Tasha GreenResident
19 Juniper Way, Bed-Stuy, NY
Tasha has lived at 19 Juniper Way since March 2025 and has never missed rent. She reported no heat yesterday and has followed up twice; Boro Heating is booked for 2–4 PM today. She rated her last repair 5 stars and plans to renew in the spring.
Moments That MatterBeta
- Pro service opened: No Heat (Emergency)Oct 21, 7:42 PM
- Tasha: “Still no heat, is anyone coming?”Oct 22, 7:05 AM
- Call with Leo R., 4 minOct 22, 7:20 AM
- Boro Heating scheduled for 2–4 PMOct 22, 8:15 AM
- Payment failed: $2,150 rentOct 1, 6:00 AM
- Failed payment email sentOct 1, 6:01 AM
- New payment account addedOct 1, 9:34 AM
- Late fee waived, first failed paymentOct 2, 11:10 AM
- Payment completed: $2,150 rentOct 3, 6:00 AM
- Pro service completed: Dishwasher Not DrainingSep 14, 1:30 PM
- CSAT 5 / 5: “Fast and friendly, thank you!”Sep 14, 6:12 PM
Ask anything, in context.
Built on Claude, Phin chat knows member data, history and internal guides, and answers about the page you're on.
Ask Phin · 1915 Mount Vernon Court #2
Ask me anything you want about this home.
Then it acts, with a person in the loop.
From chat, people can create pro service requests, handle authorizations and pull knowledge. Phin drafts; a person confirms.
Ask Phin · Phil Benson, Homeowner
What can Phin help you with today?
Teams shape Phin, not just use it.
Team leads curate the quick prompts their people see, so Phin starts from real jobs: refunds, failed payouts, vendor no-shows.
Filter by tag
Quick Prompts
Home ready for move-in?
What still needs to be done before this home's move-in date? Summarize what's finished and what's blocking.
EmailCall ScriptVendor hasn't shown up
A pro missed the appointment window. Find out what happened, rebook, and draft a note for the resident.
EscalationsPro ServicesUpdate homeowner on pro service status
Draft a brief update for the homeowner on the home prep work finished this week and what's still in progress.
EmailCall ScriptPro ServicesEmergency repair needed
An urgent repair needs attention now. Find the right type of pro, start a work order, and say whether the homeowner needs to know.
EscalationsPro ServicesRefund a payment
A collected charge needs to be returned to a member.
EmailPaymentsRetry a failed payout
A homeowner hasn't received funds because of a bank error.
PaymentsMove-out inspection follow-up
The move-out inspection is done. What needs fixing before re-listing, and which charges should we discuss with the outgoing resident?
EmailCall ScriptMove-Out
Adoption
The hardest part wasn't the interface.
The product changed how people worked and how they were measured. Its metrics drove performance and bonuses, which caused pushback early on.
Adoption came through feedback, training and product changes, until working proactively was simply the job.
Oct 2024
Launch
Foundation replaces the old admin.
Friction
Pushback
A new tool and a new way of being measured, at once.
Iteration
Listen and adjust
Feedback, training and product changes, release after release.
Today
Proactive by default
Just how the work gets done.
Along the way, response times went from 3–5 days to 1–2 days to almost immediate, customer satisfaction rose from 5–6 to 8–9 out of 10, and releases went from every three weeks to every week, with design shipping the front end.