The Homie User Journey
Design Sprint
Facilitated a mini Design sprint with the Homies to go through the pain points of the current system.
Homie Dashboard “Lisa” V2
The platform the ‘Homies’ would use to Search, Recommend, Contact Agents and Schedule Tours for their applicants looking for a rental in London
Problem:
To simplify and design an improved UX/UI of the initial platform the Homies use to view customers, search, recommend homes, contact agents and schedule tours. To re-build and design the platform in a nimble and efficient manner. Design iterations on previous UI/UX prototype (Material Design)
Solution:
• To use the current design library and re-use the assets to create a simpler and fluid design and build. resulting in a more consistent experience between the consumer facing and internal facing products.
• Create a mobile friendly site so Homies can work on the go.
• Dashboard to view customers list.
• Design a UI for Homies to easily categorise their customers in different segments on the user journey (Search / Tour / Offers)
• Improve Search functionality to include map view
• Map view for visual scheduling of homes
Target Users:
The Homies “Operations team”
Platform:
Responsive web - Mobile first
Prototype:
Mobile - https://marvelapp.com/e21aie4/screen/45703622
Homie Dashboard
Homie use a backend system that was built in-house to help them segment and organise customers throughout the user journey of helping customers find a home in London.
Key UX/UI improvement
• Mobile view for Homies on the ‘Go’
• Make the Homies job easier and create a dashboard to consolidate their schedules, notifications, notes and their customers, all in one place.
• CRM system for Homies to view customers and organise them by where they are in the funnel. (Searching/Touring/Making Offers)
• Increase Homies efficiency in performing actions.
• Copy Changes
Prototype:
Mobile - https://marvelapp.com/e21aie4/screen/45703622
Search
The business was focused on Homies curating a list of homes for their customers according to their criteria. Customers then select their favourite homes from the curated list along with adding homes they have found.
Key UX/UI improvement
• Mobile view for Homies on the ‘Go’
• Customers selection view and Homie Search
• Map view
• Homie search - multi area search options
• Micro-animations
• Copy Changes
Prototype:
Mobile - https://marvelapp.com/e21aie4/screen/45704404
Tour
Homies select the Tour they need to book with agents. Homes can be with multi-agents so Homies need to be able to select which agent to use (preferably agents that have contracts with Homie to share the commission). Homies have a time and date their customer wants to start their tour so they organise back to back tours with all the agents around the customers request. Once confirmed with agents, Homies change the status of the property to Booked/Ready and route the homes on maps and send the Tour itinerary to the client. A taxi notification is sent 24hrs beforehand to the Homie to book the cab to transport them between homes.
Key UX/UI improvement
• Mobile view for Homies on the ‘Go’
• Cater for multi Tours
• Colour coded Status pills
• De-clutter property card details
• Routing functionality via map
• Agent information
• Micro-animations
• Copy Changes
Prototype:
Mobile - https://marvelapp.com/e21aie4/screen/45774998
Offer
Once the customer and the Homie have viewed all the homes on Tour. The Homie changes the status of homes Viewed and moves to the Offer tab if they are told to make an offer on the customers behalf.
Key UX/UI improvement
• Mobile view for Homies on the ‘Go’
• De-clutter and streamline the UI and following standard design behaviours
• Make Call to Actions more prominent and easy to understand
• Copy Changes
Homie Internal Platform “Lisa” V1 - Material Design
Problem:
To simplify and design an improved UX/UI of the initial platform the Homies use to search, recommend homes, contact agents and schedule tours.
To re-build and design the platform in a nimble and efficient manner.
UX Test:
Facilitated test with the Homies - creating scripts and tasks for them to do. Results were an improved experience and also gained some good insight into their problems and turning them into opportunities.
Solution & Opportunity:
Design solution of improving the UI/UX and using Material Design style to create a quicker build for the development team.
Target Users:
The Homies “Operations team”
Platform:
Responsive web
Prototype:
Mobile - https://marvelapp.com/79jc8e4/screen/36447771
Search - https://marvelapp.com/738de4b/screen/34898617
Ideas
ChatBot
Design and test a chatbot concept to interact and engage with the applicant making Homie a more automated service.
Findings/Results:
Users have to be in the moment and have time to chat and answer.
Lag in finding homes instantly to show the applicant.
Users prefer to take their time in making an informed decision on what homes they want to see
