Keysafe Agent Platform: Complete UX/UI redesign reducing support dependency
How Summit Digital redesigned Keysafe’s agent platform, eliminating support calls and successfully onboarding over 630 letting agent branches. Intuitive dashboard, integrated messaging, and intelligent help systems.
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About Keysafe Tenant Vetting
Keysafe Tenant Vetting is an established tenant referencing specialist now part of Connells Property Group. Their network of letting agents relies on their platform to manage tenant vetting workflows. As their business scaled, the existing platform created friction, generating unnecessary support requests and complicating agent onboarding across their expanding branch network.
The challenge: Platform complexity hindering growth
The original platform was transactional and unintuitive. Branch agents struggled with navigation, frequently contacting support for guidance on routine tasks. New agent onboarding was time-intensive, and the user experience didn’t reflect Keysafe’s sophisticated technology or professional standards.
Keysafe needed partners who understood both their complex referencing workflows and the human side of platform adoption. Our track record of improving user experiences for sophisticated systems, combined with our collaborative methodology, made us the ideal choice to solve this challenge.
We began with extensive user research to understand agent workflows, pain points, and common support requests. This insight informed our strategy: create an intuitive, self-service platform that anticipated user needs through thoughtful design and contextual help.
Our approach balanced architectural thinking with practical functionality. We redesigned the core dashboard to showcase active, completed, and pending applications separately, giving agents instant clarity on their workload. We rebuilt navigation to follow natural mental models rather than system logic.
Advanced features delivered:
Integrated two-way messaging system replacing external emails, keeping all communication contextual and searchable within the application
Intelligent onboarding experience powered by conversational AI guidance enabling agent interaction with contextual prompts anticipating common questions, reducing time-to-competency without requiring formal training sessions
Centralised help centre with AI-powered conversational assistance allowing agents to ask questions naturally in the language they'd use, receiving contextual responses without navigating support tickets or documentation searches. The system understands context from their current task, suggesting relevant guidance before they even realise they need it
Real-time admin visibility giving managers oversight of outstanding tasks and message volumes across their branch
Role-based information architecture presenting relevant content and functionality to agents, processors, and administrators without cognitive overload
Measurable results and platform performance
Business impact
Zero support call dependency — branch agents now resolve issues independently through intelligent design and contextual help powered by conversational AI
Successful onboarding of over 630 letting agent branches across multiple branches without additional support resource
Reduced support volume through self-service functionality, intuitive workflows, and AI-assisted support enabling agents to resolve queries independently
Self-service resolution through AI-assisted support reducing average resolution time for agent queries
Improved agent retention through better user experience and faster productivity
User experience enhancement
Streamlined dashboard providing clarity on application status at a glance
Task-focused interface guiding agents through referencing workflows with minimal friction
Transparent communication through in-system messaging that replaces email confusion with application-linked conversations
Conversational support integration allowing agents to get answers through natural language queries rather than searching documentation, with AI understanding context from their current task to surface the most relevant guidance
Faster agent productivity enabling new team members to reach competency more quickly
Professional appearance reflecting Keysafe's brand standards and technological sophistication
Scaling platform expertise
The redesign was built on a foundation that supports continued growth. The platform architecture allows future expansion to other user types, additional referencing workflows, and new features without compromising usability. Summit Digital continues to support Keysafe through ongoing platform optimisation and feature development.
Built for sustainable growth
The platform rebuild involved more than UX improvements—it established a technical foundation for long-term maintainability and expansion. The previous system, built on an older React version with minimal code structure, made future development slow and risky. We rebuilt the frontend using Next.js, creating a structured, modern codebase that enables confident feature development and easier maintenance.
Critically, we connected this new Next.js platform to Keysafe’s existing backend by creating optimised routes specifically designed for the new interface. This approach protected their existing infrastructure investment whilst allowing backend code to be progressively refactored and cleaned up—eliminating technical debt without the risk of a complete system rewrite.
The result: a platform that performs better today and is easier to enhance tomorrow.
