tommbdigital product design


I'm Tom Blessley, a product designer based in London, currently working at Rentify building exciting things to make letting & renting property better for everyone.

If you have a project you'd like to get started, please get in touch.


Reducing customer support's response time to improve the customer experience.

Initial sketches for the notification feature.


An unsatisfactory delay between a customer making a support request and the customer service teams response. At a crucial touch point with the customer (requesting help) any delay or signal of inaction can cause frustration and leave a resulting bad sentiment. Incoming communications were getting lost — how could the important messages be brought to the teams attention?

The notifications interface in the browser.


An interface to alert Property Managers when a new response had been received to a new or existing case, prompting an immediate response. The interface is persistent — positioned at the bottom right of every support page using Web Sockets.

Each notification contains the essential information required for a Property Manager to respond instantly, depending on the customer's communication preference, with a clear SLA indicating how long the customer has been without a response. One click expands the notification for a quick inline response. Another click opens the case in question, for a comprehensive view.

Expanded views of a notification, depending on the communication preference of the customer.
Full and empty states of the expanded notifications drawer.
A thankful customer notification.


Helped to reduce the first response time from two hours to under 15 minutes.

87.5% decrease in time to first response