Steven Hien – Latch

Latch

Making buildings better places to live, work, and visit

About Latch

Latch is an IOT company that offers a full-building management solution called LatchOS—an operating system of software, products, and services designed to make buildings better. During my time there, Latch became a publicly traded company (Nasdaq: LTCH).

The Challenge

With the IPO, Latch needed to scale from a service provider of access-based products to a software-focused company with an enterprise-level product suite. To meet this objective, I drove the evolution of the core products and the design practice at Latch.

Design Team

Product Design
Tony Glorioso
Gyu Won Lee

My Role
Principal Designer

Deliverables

UX Architecture
Design System
Interface Design
Responsive Web
User Flows
Concepts
Prototypes

New Systems

In collaboration with the product and engineering teams, I established a foundation of flexible, scalable systems in order to build the next generation of LatchOS—enabling new functionality, features, and products that weren't possible before.

User Personas
Site Architecture

Design System
Responsive Web

UX Wayfinding

User Personas

Based on customer data and relationships, we defined personas that represented the key user types to guide us in the product development and design process.

Site Architecture

We evolved the the site architecture from a patchwork of database pages to a unified experience-focused structure—accommodating common use cases and product features.

Design System

To establish a consistent experience and aesthetic across Latch’s product suite, we developed a comprehensive, yet scalable design system—shared and referenced across multidisciplinary teams. The system increased product development efficiency while enabling distributed teams in their day-to-day.

New Functionality

In order to elevate LatchOS to enterprise-level software to meet customer and market demands, we introduced quintessential capabilities that allowed users to quickly perform common tasks that were previously laborious.

Interactive Table
Bulk Actions
Filters + Tags

Alerts Module
Chat Interface

Roles + Permissions
Activity + Video Log

Interactive Table +
Bulk Actions

The interactive table component was implemented across all the core pages of the experience, enabling users to intuitively view, organize, and take action on objects.

Alerts Module + Filters

The complete overhaul of the alerts and filters functionalities allowed users to stay organized and informed across the experience.

New Features

We unleashed the next generation of LatchOS by developing the necessary set of tools and features that unlocked data insights, advanced settings, communications, and activity visibility across the Latch product suite.

Welcome Page
Insights Tray
Data Dashboard

Reports + Exports
Integrations + APIs

Payments
Service Orders

Welcome Page + Insights Tray

The new welcome page gives users a proper welcome every time they log into the Latch experience with an overview of key health and performance metrics.

Reports + Exports

Data Dashboard

Integrations + APIs

A dedicated integrations and API hub gave the power to users to set up and manage their workflows on their own without the need to constantly reach out to support.

Integrations Hub

Setup Process

Success State

New Products

To enable customers to get more out of their properties and ultimately increase revenue and resident satisfaction, we released a range of original software-enabled products that unlocked all-new capabilities and efficiencies.

Delivery Assistant
Virtual Intercom

Visitor Express
Bookings

Concierge

Outcomes

Within two years, we overhauled Latch’s product suite and launched a new full-building solution called LatchOS with a new design system. LatchOS received high regard from our biggest customers and stakeholders, internal and external. Latch now has foundational systems designed for efficiency, scalability, and visibility that has and will continue to allow them to evolve its brand, products, and business.

235

Properties onboarded

126K

Spaces enabled

Customer churn

Retrospective

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