THE PROBLEM
THE SOLUTION
PROJECT OUTCOME
A seamless tenant-focused digital solution allowing Urban Leisure to enhance the co-living experience, incorporating educational programming like homeownership.
A new mobile app with communication features to enhance co-living experience for current tenants.
Improving communication for current tenants between management, suitemates, and also have easy access to community events.
METHODS
3-Week Design Sprint
Agile & Scrum Methodology
Screener Surveys
User Interviews
Affinity Mapping
Persona Development
Journey Mapping
Problem Statement
Competitive Matrix
MoSCow Map
Feature Comparison Analysis
Design Studio Sketching
Wireframing
Rapid Prototyping
Usability Testing and Reports
TOOLS
Figma
Invision
Zeplin
Keynote
Slack
TEAM
Sally H.
Simone T.
Dwayne M.
Francisco P.
MY ROLE
UX Researcher
UX / UI Designer
To design the mobile app, we used the following research methods.
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Screener Surveys
User Interviews
Research Insights
User data like travel habits, reliable resources, devices used, were affinity mapped and summarized into insights, aka "I statements".
PERSONA
We synthesized our data into one representative user addressing goals, needs, behaviors, and paipoints.
Problem Statement
We identify the persona painpoints we want to address by formulating a concise problem statement to represent what we are ultimately trying to solve.
Journey Map
Let's map the flow of accessing the website from the person's point of view. What areas are his/her low points that we need to address?
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MosCow MAP
We love a good prioritization session! We focused on main features that address the painpoints found in our data.
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Design Studio
Our team conducts multiple design studio sessions to diverge, pitch, critique, iterate, and converge our designs with features we want to focus on.
Research Insights
Our user interview questions revolved around the following categories:
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Their Values
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Their Co-Living Perception
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Their Co-Living Experience
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Their Behaviors
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And Co-Living Painpoints
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I want to know that my work requests to management has been received and addressed asap
I would like to have private time and space for myself
From our 5 user interviews, we identified many insights from our users and found
two key insights to address and solve for:
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Ultimately, we found that the trending painpoints revolved around the topic of communication-- between tenant to management, and tenant to suitemates.
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PERSONA
Flexibility appeals to me, it is one of the reasons why I enjoy co-living and love it
-Parker, 33
Brooklyn, NY
Goals
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Get status updates on apartment work orders
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Find alone time in the apartment
Needs
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Quick feedback from management
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Shared calendar schedule
Pain points
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Gets frustrated when issues in his space are not addressed or fixed quickly
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Lack of privacy in the apartment
Individuals who are relocating to major cities are choosing co-living for the lease flexibility and a sense of community.
Parker recently moved to New York and is coliving in Brooklyn. He enjoys the social and building amenities, but gets frustrated when communicating his needs with management and his suitemates.
How might we help Parker improve the line of communication with management and suitemates within a co-living environment?
What's the Problem?
jOURNEY MAP
Slow responses when
communicating with
landlord
Roommate schedules
don't sync
MONDAY
TUESDAY
WEDNESDAY
THURSDAY
FRIDAY
Opportunities
Finding a quicker way to communicate
with management
Finding a more effective way to
connect with others in the community
dESIGN STUDIO
We ran 5 Design Studio sessions with the team, one for each feature and converged to a final sketch of each feature, developing our Lo-Fi Wireframes.
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Design Studio with the team, stealing ideas from each other!
Home Screen Feature
Work Ticket Feature
Chat Feature
Community Feed
Shared Calendar
USABILTY TESTING
WITH MID-FI
Task 1: Submitting a Work Ticket
Scenario #1
There is a water leak in your apt. You need to report it to maintenance
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Minor Issue
5/7
users
successfully submitted a
work ticket
However
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1 user said she could reach maintenance quicker if she sent a text
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2 users wanted to provide maintenance with access authorization
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Recommendation:
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Add a "Next" button on the screen
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Add "Permission to Enter" toggle
Homescreen - Menu Bar
Work Ticket Form
Work Ticket Form - Attach photo
Task 2: Send a text to maintenance
Scenario #2
You want to find out the status of the work ticket
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Major Issue
4/7
users
failed this task
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4 users went to the menu bar and tapped "Work Tickets History"
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3 users tapped on other buttons before completing the task
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2 users wanted the option to loop roommates in
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Recommendation:
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Add "Chat" icon on maintenance post in Activity Feed
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Add "quick add roommate" option
Homescreen - Menu Bar
Work Ticket Text Confirmation
Follow-Up Text
Scenario: #3
You want to schedule time in the apt for privacy
Task 3: Schedule a time for privacy on the calendar
Minor Issue
7/7
users
completed the task, and
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2 users did not want private time requests to block out their calendar view
Recommendation:
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Make private request transparent (overlay)
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Move the Submit button to upper right based on users knowledge with calendar formats
Add Event
Calendar- Day view
REVISIONS
Work Ticket Screens
Before
After
Before
After
Getting Updates from Maintenance
Before
After
Before
After
Request Private Time on Shared Calendar
Before
After
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Before
After
HI-FI PROTOTYPE
NEXT STEPS
Conduct Usability Tests on Hi-Fi Prototype
Build screen for Account Portal (Rent payments, Billing documents)
Incorporate Educational Programing of Urban Leisure
Explore flow for other target user: New Tenants
Check out my full
Case Study on edium!
