TOMMY MA
Vitae (CV)
SNAPCH
CK
TEAM: ERIC LEE | RICHARD WU | TOMMY MA
ROLE: UX RESEARCH / UX/CX DESIGN / SKETCHING / PROTOTYPING / VISUAL DESIGN / BRANDING / AI / ML / AUTOMATION / CRM INTEGRATION / LEAD QUALIFICATION / COMPETITIVE ANALYSIS / AGILE / MVP DEVELOPMENT / CREATIVE STRATEGY / DIGITIAL STORYTELLING
SnapCheck is a photo check-in app that gives landlords peace of mind—between property visits, not just after them—so small issues don’t turn into big ones.
It’s a prevention-first tool that helps landlords document their unit condition over time, using structured, guided photo submissions from tenants. From onboarding to offboarding, SnapCheck keeps everything organized—from rental agreements and inspection reports to time-stamped condition photos—so landlords stay informed without added friction.
● Quanity how slow, scattered follow-ups drain revenue and erode CX.
● Funnel eight big ideas into one high-impact MVP: Lead Management and Communication.
● Shape NYO’s voice, visuals, and AI flows so every interaction feels seemless and human.
● Outline the feature roadmap, metrics, and rollout strategy for our launch partner.
We knew there were problems - just not which one to solve yet.
Summary:
At the beginning of this project, we didn’t have a singular direction. We had a long list of pain points from both landlords and tenants: scheduling inspections was a hassle, visits felt awkward, property condition was unknown for months, confrontation was uncomfortable, and tenants felt their privacy was constantly being breached.
We debated heavily as a team—was this a communication problem? A documentation problem? A confrontation problem? A stress-management problem?
What we knew for sure was: something was broken in how small landlords monitored the condition of their units. But in order to build the right solution, we had to slow down and figure out: what problem matters most—and to whom?
We stopped guessing and started listening.
Summary:
To move forward, we conducted a series of qualitative interviews and surveys with independent landlords and property owners. We wanted to learn:
● How often inspections really happened?
● Who they felt more sympathy toward - themselves or their tenants?
● What kinds of tools or solutions they current used (if any)?
● And most importantly: what kind of person avoids confrontation, but still wants control?
As we listened, a consistent pattern began to emerge - not just in behavior, but in personality.
They weren’t negligent. They were just quiet.
Summary:
To protect that peace, they stayed silent. But silence, over time, created uncertainty. And that uncertainity led to anxiety.
That’s when we realized: these landlords weren’t looking for more control - they were looking for peace of mind.
Meet Hank.
We didn’t choose Hank because he stood out. We chose him because he represents thousands of independent landlords across North America who aren’t looking to be property moguls - they just want peace of mind.
From documentation to prevention.
But Hank helped us to see that the core value of SnapCheck isn’t in storing what’s already happened. It’s in catching things before they go wrong.
That realization gave us clarity. SnapCheck isn’t a reaction tool. It’s a prevention tool. A small system of check-ins that replaces stress with structure, silence with visibility, and anxiety with peace of mind.
Avoiding inspections isn’t peace of mind - it’s postponing risk.
Our analytics show that there’s a
clear problem in North America.
● 90 % of shoppers prefer a dealer that lets them start the process online; today they visit just 1.4 dealerships on average.
● Top-performing stores answer within 5 minutes, highlighting the competitive gap.
● Industry benchmarks reveal 27 % of leads receive no contact whatsoever, and the average close-rate on qualified leads is only 12.4 %.
How most landlords get burned through
a negative spiral.
How small and regular check-ins can create a positive spiral.
How the system works.
From move-in to move-out, SnapCheck creates a structured rhythm for staying informed. Here’s how landlords go from anxious guesswork to organized, ongoing clarity—without the awkward visits.
OPENROAD AUTO GROUP
Success KPI: API handshake and CRM sync.
Success KPI: Average first-response: < 5 minutes (baseline 2 hours).
Success KPI: 90% of leads assigned to “right” salesperson (manual override < 10%).
Success KPI: 100 % lead profiles enriched; 0 leads dormant > 48 hours.
Success KPI: + 2 percentage points for appointment set rate < 60 days.
OPENROAD AUTO GROUP
●One AI voice + unified follow-up cadence across 34 stores.
● Pipeline dashboard shows why leads ghost before they hit the lot (CRM blind spot today).
● Nyo absorbs after-hours and first-touch tasks that Business Development Centres (BDC) can’t.
●All interaction data feeds back in to their Customer Data Platform (CDP), unlocking future personalization.
(LEARNING FROM IT, BUT ALSO LEAPING PAST IT)
(SHIFT FROM A BUSINESS CASE TO A TANGIBLE PRODUCT)
Seemlessly Capture
&
Qualify Leads
Qualify Leads
Automatically respond to leads within minutes using our AI-powered sales assistant for realistic and personal interactions.
with Customer Summaries
Receive a detailed customer summary from the initial interaction, enabling a seamless handoff and effective deal closing.
Effortlessly Schedule, Manage & Notify Customers
Easily manage and schedule appointments, automatically notify your customers, and keep everything in sync with calendar integration.
Easily integrate with your current CRM tool to manage customer inquiries like availability.
— Grand View Research (2022)
“Mobile ticketing applications can also be used by sports, event, and music concert organizers to drive ticket sales, as well as to offer customers the convenience of booking tickets from a remote location or from the comfort of their home without the need to be physically present in a queue at a ticket outlet or having to pay in cash.”
— Persistence Market Research (2022)
Our process benefited mostly from rapidly prototyping low-fidelity clickthroughs to determining user flows.
To access our full project, CLICK HERE
Following extensive efforts to connect the dots, it took some time for us to become comfortable with the foundation we established. We had to "just do it" and validate our findings through prototyping and testing. This process enabled us to acquire a general understanding of the application's feel.
Users are notified in advance to order their snacks before their movie showing. They must then link their movie ticket with the app, so food vendors are notified ahead of time and can prepare orders accordingly.
Users are presented with all the options that food vendors in local cinemas offer. The options are categorized for easy navigation. Additionally, a "Health-Conscious" category has been provided, allowing users to easily find healthier alternatives.
Users can pay in advance and choose the saved payment option that works best for them.
Users can skip the long queue and be fast-tracked to the mobile order kiosk, where they can pick up their orders by providing their order number.
Users now have an incentive to remain loyal patrons of their local cinema through a loyalty program that allows them to earn and redeem points by ordering through the app.
To access our Figma component library, CLICK HERE
We created multiple strings and colors to set up our local variables.
We created components and their variants, including the selection list and the drop-down menu. Afterward, we applied our local variables to the text layers, allowing us to change the text at any time by renaming the variables.
We linked everything together and applied the variables to the components, including hover states and both collapsed and expanded drop-down menus. This ensures that when an item is selected from the drop-down, it is replaced by the user's selection."
This was primarily the backbone of our project. It helped us prioritize focus aspects, determine scope, and drive design decisions.
UX as a Business Strategy
Largely described as user-centric considerations when designing, UX serves not only form and function, but when harnessed fully can create value for brands and transform businesses.
“More” Doesn't Always Mean “Accurate”
Knowing what to do with substantial amounts of research can be disorienting. As we pieced together insight after insight, it took considerable time to become confident in the foundation we established. Ultimately, we adopted a "just do it" approach, validating our findings through prototyping and testing.
Using Variables to Build Drop-Down Menus
We aimed to save time during prototyping, and one method we used was incorporating variables to create drop-down menus. This approach enabled us to quickly change texts and avoided the need for repeatedly creating variants.
SAME PLATFORM, DIFFERENT USES
Sports centers and stadiums, such as BC Place and Pacific Coliseum in Vancouver, typically offer concessions to their patrons but do not have a dedicated mobile application for facilitating these transactions. Our application can be easily integrated to serve as their solution, enhancing the overall customer experience.
Performance Art Venues
Venues such as the Orpheum or the Queen Elizabeth Theatre in Vancouver often offer concessions for their patrons but lack any in-house mobile applications for this purpose. Our application can be seamlessly integrated as their go-to solution to enhance customer satisfaction.
https://www.autocorp.ai/blog/how-ai-for-car-dealerships-converts-leads-into-loyal-buyers-around-the-clock