REA GROUP | Ignite
Property Management Workflow Improvements
WHOM I WORKED WITH
Product manager
Developers team
Delivery leaders
Researcher
Rent Customer team
Cross-functional teams
William Siebuhr
Rent Alchemist Team
Puja Jain, Chris Bond
Lucy Xie
Mel Casey, Johnathon Deniz, Aaron Wischusen, Sayanti Sarkar,
Rebecca Lee
Rent Consumer, Ignite platform, Agency Service designer, Martketing, Customer Primes and Specialists
Property management customers (aka rent customers) use Rental Applications in Ignite (RAII) as one of the day-to-day tools, especially to process rental applications coming from realestate.com.au.
After a few years of development with multiple feature releases, the core experience of RAII which is the Applications List page needs to be improved on both the interface and functionalities in order to increase feature adoption and to help our customers achieve their jobs to be done more easily and efficiently.
WHAT I DID
Customer Interview
(discovery & concept testing)
Internal Audit
Competitor Landscape
Interface Design
Prototype
3 Design Reviews
Support Delivery (BAT, bug bash)
SOFTWARE
Figma
Miro
Dovetail
Product perspective:
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Low engagement on features including filters, checklist, shortlist, notes
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Increase on churn rate
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Low marketshare
Customer perspective:
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Hard to assess and sort applications at first glance due to lack of key information, repetitive data and misaligned information
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Unaware of certain features
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Difficult to understand a joint application summary on certain informations including total income, pets, other occupants etc.
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If we surface the key application information at the right time and the features to perform core tasks with less clicks, then customers can find a suitable tenant faster and easier, because we know that processing applications is the most time consuming part of leasing and the current experience - having to go through 3 pages deep, is not helping them achieve this JTBD seamlessly.
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The deliverables of this initiative include:
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Uplift the UI to be consistent to the new Ignite platform information architecture
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Enhance the hierarchy of information
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Add new data for reference status and the Notes feature
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Improve Notes UI/UX
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With these improvements, our team is looking forward to achieve:
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Faster time to approve or decline an application, this also means consumers (applicants) can receive a response from property managers sooner
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Higher customer satisfaction and engagement score with the product
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Reduced churn rate
There were two highlights during the time I worked on this initiative:
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The first time running discovery interviews and concept testing with customers. Before this, I had only been supporting with taking notes and synth research, and working on the sales agents side. Therefore, it was such a great opportunity to own the end to end product design process and learn about the rent side of the business.
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2. Design jam with other designers to unpack platform's opportunities. As I worked on the visual of the Applications List page, I created a vision for the page's listing header which is a component shared across other federating teams (sales, developer, commercial) and the drawer component for Notes improvement that can also be reused in other teams' products. As a result, not only did I learn about rent, but I also got a hint of other customer marketplace.
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