Auckland Property Management
Redesigning the rental property search experience
My Role
Research: journey map, personas, problem statement, user flows
UI Design: wireframes, rapid prototyping, design system, mockups
Testing: preference and usability testing
Team
UX Designers: Esteban Garcia & Shanan Russell
Developers: Ewan Zhang & Andy Kim
Tools
Figma, Figjam, UsabilityHub, Vidyard
Duration
4 week sprint: December 2021
Project Brief
During this two week sprint on an agile team of two UX designers and two developers, we were tasked to redesign Auckland Property Management’s (APM) rental property search process. The goal of the project was to increase the findability of relevant properties and improve the booking process which was adding to the user pain points, drop offs and increasing the workload for real estate agents.
Empathize & Define Problems
User Interviews and Testing
User interviews identified important information from users when looking for a rental property.
Needs
location (safe & proximity)
rooms - bed/bath
type of dwelling
furnished
allows pets
if shared accommodation
Pains
searching multiple websites
not enough information - forced to email
lack of or misleading photos
poor search results
time consuming
Habits
returning to previously used website
using well known/ recommended sites
researching more than one property before decision
Analyzing and Testing the Current Site
We analyzed the site and then tested users by creating a test plan with specific tasks and scenarios based on our findings in the interviews.
Property Search
No free search
users must select from long list in alphabetical order and can only choose one suburb at a time
Few filter options
Many unrelated options in navigation menu
Search Results
Poor information architecture - users cannot scan important info quickly or easily
Search result lists don’t provide ability to see more than one photo of properties or relevant info and force user to click into each item
Map positioned at top of screen and moves out of view as users scroll down through results
Inability to save or share results
Property Details
No options for video or 3D views of properties
Inability to click on smaller photos shown
No information is provided on the neighbourhood of each rental
Descriptions are text heavy and key info is difficult to find
Booking Process
Only able to choose one date
Users are advised date chosen isn’t available only after submitting form
Inability to include preferences/ filters in booking for realtor to suggest additional properties
Journey map to help us visualize our users’ path to finding a home and where pain points set in.
User Personas and Stories
Creating user personas and stories helped lead us to a defined user journey. With a number of variables each potential renter presents we needed to create personas and stories that would encompass several needs and goals for a variety of users.
1. As someone who needs to find a new rental, I would like to be able to find a property that fits my particular needs, so that I don’t spend a lot of time searching different websites and irrelevant results.
2. As someone who’s busy and worried about Covid19, I would like to be able to view a 3D tour of a property, so I can make a decision quickly, conveniently from the safety of my home.
3. As someone who isn’t familiar with Auckland, I would like to be able to learn more about the neighbourhood each property is in, so that I can find a safe place and feel confident in the location.
Problem Statement
Rental property search options are not intuitive or user friendly and give poor search results. This makes it difficult for tenants to engage their specific needs. APM is less able to expose its stock to suitable clients.
In addition, there isn’t a defined home rental journey for customers/potential customers to track their search results. Users must solve this problem on their own. APM misses out on establishing a relationship with customers and building trust beyond the search.
Creating Solutions
The beginning of our new experience would start with redesigning an in-depth filter - things like pets, neighborhoods, proximity to other locations, price and amenities were all considered. We created new user flows for Jobs To Be Done that weren’t currently in the website i.e. the ability to save or share results. Adding features such as the like button helps users to create personalized lists, save and navigate back to search results. In addition, they help increase the number of accounts created and establish a deeper relationship with users.
Sketching and Wireframing
Sketching wireframes using the Crazy 8s method began the process of designing the UI. We selected the sketches using dot voting and made adjustments to the low, mid, and high-fidelity wireframes after regular catch ups with the team.
Search
Search Results
Property Details
Information Architecture
Information architecture played an important role in designing the new layout. Keeping Hick’s Law in mind we simplified the UI to help users in their decision making. For the filter, we wanted to update the current suburb list. It was in alphabetical order, only allowed one selection, and didn’t cater to those who may not be familiar with Auckland. We struggled with categorization of Auckland suburbs - trying to figure out how to list areas in a way that was intuitive for all users.
First & second iterations of the location list.
Prototype
First Iteration
The search results page helps users quickly access and adjust filters if needed. Standard and popular filters in a fixed position would help broaden or narrow their results with one click at any time.
Interviews defined neighborhoods as an important feature to help with selection. Shifting the map to match industry conventions (i.e. Google Maps) made it easier to navigate and see areas of Auckland.
If a user cannot find something of interest, result options just outside their location or price range are included.
On the property search page we removed all header information and hid this behind the hamburger menu as it was too convoluted. We also collapsed the filter bar behind a CTA that would expand/open when clicked on.
We designed a page that not only provided an advanced search but provided suggestions on how to start the search process (seen once scrolling). This allows them to scroll, view options and select one that meets their needs.
Property Search
Search Results
Property Details
Details were often contained in a long text and difficult to find. We created labeled icons giving users a quick snapshot of everything each property provided.
The current website didn’t solve the users’ need for a safe neighborhood. Currently, no other property websites in Auckland are providing key information on suburbs (outside of home value and schools). We designed a conceptual “Rate My Area” feature that could potentially increase engagement and hopefully increase site traffic while also helping build trust with users.
Booking Process
Users didn’t know which dates were available for booking and this resulted in wasted time and frustration. They were forced to fill out a form only to get feedback that dates they selected were unavailable.
The redesigned booking process gives only available dates to pick from, along with a set time solving the problems with the current process. It also allows filters to be included in a message so a realtor can provide suitable options without the pain points of back and forth emails.
Trialing the Prototype
Preference Tests
Designing the search page, we wanted to keep the UI clean and minimal using a CTA (hiding the filter) and Z pattern that helped users scan the page. This was a quite different from the original layout, so we created different versions of the search page to see which users preferred. Although I thought the Z pattern and single CTA was quite aesthetic, the numbers were clear.
73% found the visible filter better for usability.
“While I like the simplicity of the other one, this seems more functional for me… to visit the website.”
86% found the F pattern layout easier to follow.
“This one was cleaner and simpler. It helped my eye go directly to each category.”
Usability Testing
We identified a number of problems in the first iteration and made adjustments to those with the highest severity.
PROBLEMS:
Location Filter - users who knew exactly where they wanted to live couldn’t immediately search by name.
Solution - adding a free search
Location Dropdown - users weren’t familiar with some of the districts in our list and struggled to find a particular suburb
“I would like to see the list in another way. Papakura and Manukau should go together. They're both south.”
- Rogenald
For the location filter we added a free input that would autocomplete search suggestions for the area or suburb typed, but still gave users the option to select from a list. Home type was added to the filter bar along with a “more” button that would provide in-depth filter options to meet the variety of renters’ needs.
PROBLEMS:
Filter Buttons - difficulty understanding which filter buttons were already selected and what they meant
Result Card with Icons -icons listed under each card were unclear , our neighbourhood rating was confusing for most
Booking Overlay - dates and times weren’t intuitive, users weren’t sure what times were available
“Four stars is like umm... the quality of the house?”
- Juanita
“I'm not sure what dates are available or what the different circles mean.”
- Sean
Adding labels to the filter buttons and adjusting the hierarchy of information within the property cards helped improve understanding. On the booking overlay we included a key explaining the meaning of dates that were available, unavailable and selected.
Design System
The Solution
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Creating a sign up feature allows users to save and track their liked properties, eliminating the need to re-search. It also allows for future “recommended” homes based on previous searches.
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Users can now freely search for an area with assistance of and autocomplete and/or select from the dropdown list. The more option will help narrow their search to specific needs.
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Neighborhood, Amenities, Home Type, and Tenant Info Center categories - these help users identify what they are looking for in a property if they don’t use the filter. It provides “suggestions” of common needs while still giving them access to the tenant info (from original website).
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Labeled the filter bars for understanding. Added popular filters that users could click on and off for quick adjustments to search results. Fixed position keeps filters available for easy adjustments.
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View of key information allows users to quickly scan results without having to see more details.
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Our concept feature “My Area & People” (M.A.P.) allows users to see ratings of different neighbourhoods.
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Map that highlights properties as you hover over results and refreshes your search as you move around the map.
Booking Overlay
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Fixed position of CTA’s let users book a viewing or apply without having to scroll.
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Create a favorites list using the like button or share a property with others.
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View properties through a variety of digital media.
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Quickly scan amenities and any important extras a property has to offer.
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Learn about neighbourhood insights and see ratings from people in the community.
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Get relevant suggestions for homes that match your search.
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Prevent back and forth emails with agents or long messages by including filters already selected. Get recommendations from agents that fit users’ specifications.
Reflection
Future Thinking
Given the opportunity I would have liked to explore and develop the conceptual “My Area & People” feature. Solving for questions about neighbourhood safety and trying to create engagement and increase site traffic organically would have been an exciting challenge.
Art vs UX Design
As a trained artist I enjoy creating things that are visually appealing. Finding the sweet spot where I can combine aesthetic appeal with functionality and usability is still a work in progress… luckily, testing will always help me finalize those decisions.