Improved user experience and brand elevation for the staff and customers

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Peabody Housing Association, one of the oldest and largest not-for-profit housing associations in the UK.

Peabody manages over 107,000 homes, serves 220,000 residents, and employs 17,500 care and support staff, making this a large-scale, high-impact project.

housing parent and child

Project objectives

The objectives were to redesign customer-facing and internal systems for a seamless and intuitive user experience and to consolidate various systems into a single unified web application for residents and staff. Align the portal’s design with Peabody’s rebranding and modernisation efforts. By sought to improve operational efficiency for staff in resolving issues, tracking maintenance, and managing properties.

Comprehensive Design and Development Execution

We led the creation of wireframes, prototypes, and high-fidelity designs for seamless integration with the development team, fostering efficient and collaborative workflows. Additionally, we developed comprehensive SaaS brand and style guidelines to ensure consistency across all user touchpoints.

We worked with multiple development teams to oversee new data capture systems, data analytical systems, and publishing systems. Moreover, we prioritized and managed the product backlog, aligning features with customer needs and business priorities, and facilitated self-organization within development teams, removing impediments to increase productivity and efficiency.

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Project outcomes

The redesigned portal significantly enhanced user engagement and satisfaction among residents and staff. We also streamlined internal processes, resulting in a 40% reduction in task management time and enabling staff to resolve issues and track maintenance more effectively. By maintaining a consistent visual identity across the portal, we reinforced Peabody’s brand presence. The project received positive feedback from stakeholders and end-users, validating the success of the transformation.



Our UX and design agency successfully delivered a transformative digital experience for Peabody Housing Association. By focusing on user needs, integrating multiple systems, and fostering collaboration, we helped Peabody modernize their operations and improve their service delivery, impacting 250,000 users positively. This project stands as a testament to our ability to handle large-scale, complex redesign initiatives, delivering results that align with our client’s goals and vision.

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