As the property market continues to adapt to government laws, G2M Group launched a new venture in a moment of opportunity. The property rental company is known as habodel. The business model was this; to acquire lower-quality properties that could be regenerated and rented to a demanding market. Our role in this project was to design a welcoming brand and build a website that catered to the residents of habodel. The website needed to provide the user with the knowledge and functionality to maintain healthy communications between tenants and residents.
To get a feel for the process as a whole, we needed to see both sides of the story. That required researching both tenants and landlords (habodel). We needed to understand how both sides worked and where the opportunities for innovation were. This initiated user interviews and competitive benchmarking to provide those more profound insights.
Analysing the data we had collected from our discovery sessions, we started to take down insights. Those insights were later used to create service blueprints representing what we had learned from the data. We documented the goals, behaviours and pain points for each process step. Finally, assessing whether the experience was positive or negative at each stage. This analysis allowed us to reflect on the data gathered from all the research methods. We pinpointed problems that can be later solved while wireframing our new website.
The most considerable insight from this exercise was that users struggled with reporting maintenance issues. Many users didn’t know that there was an available application to do so. Most notably, this application was accessible on all smartphone devices. However, those without smartphones had no option but to call habodel directly.
Although we didn’t have the opportunity to evaluate and ideate a new process for the entire operation, we designed how traffic was funnelled through a new website and how users were driven toward correct information and valuable functions. We did this by going through a process of sketching and mocking up low-fidelity wireframes. This would bring about a solution via developing an information architecture that is based on user importance and the use of language that resonates with users’ mental models. All done while providing clear points of contact to correct silos within habodel.