Post-Purchase Application

The Post-Purchase Application was the largest engagement of my Smarty period — almost full-time from May 2022 to June 2023, designing four core modules of a dual-platform system for Nam Long Group, one of Vietnam's major residential real-estate developers.

Before the engagement, Nam Long managed the entire post-sale lifecycle through paper contracts, in-person paperwork signing, phone-and-email payment reminders, and Excel-based payment tracking. Two compounding problems drove the digitisation initiative: home buyers, typically unfamiliar with the paperwork-heavy purchase process, frequently missed installment payments — creating customer friction and revenue collection delays — while paper-based contracts and ad-hoc payment workflows created compliance and legal exposure.

The product needed to do two things at once: proactively guide buyers through their obligations in a clear, visual way, and give Nam Long staff a unified system to track and resolve payment status across active customers. We shipped a mobile app for home buyers and a web admin dashboard for internal teams (sales, customer service, finance, legal), covering four modules — home purchase process management, scheduled and installment payment management, administrative procedures, and document and contract management.

The hardest UX problem of the project was late-payment prevention and resolution: how to nudge buyers about upcoming payments without anxiety, and how to surface late accounts to internal staff in a way that supported resolution rather than escalation. I designed a visual payment calendar as the primary buyer-side mental model, paired with a layered notification system — reminders before due, escalations after, and resolution paths for delinquent accounts on the staff side. For first-time buyers unfamiliar with the paperwork flow, I proposed a step-by-step guided walkthrough at each procedure surface, combined with a low-friction chat connection to Nam Long staff so customers could escalate to a human at any step without leaving the app.

I worked as the sole / lead UI/UX designer, embedded with PM, BA, and developers under Agile / Scrum. Stakeholder interviews, BPMN process mapping with the BA and PM, information architecture, user flows, wireframes, hi-fi mockups, interactive prototypes, and a design system spanning the dual-platform experience. The product shipped to pilot deployment at Nam Long Group; full production rollout and post-launch metrics were not communicated back to the design team.

A note on the design system across the three Nam Long products: I established a shared design language since the products served the same client. It was built without dedicated time and without a senior designer or mentor to guide it, and the result is functional but not at the bar I hold myself to today — a useful baseline to work against, not a benchmark.