ROLE
Product Design
Product Thinking
Business Thinking
TIMEFRAME
12 weeks
July - September
2023
TOOLS USED
Figma
Protopie
Pen & Paper
PLATFORM
iOS
Mobile App
Android
‘76% of users who tried to request a home tour never completed the task’
THE BRIEF
‘Only a small portion of the 8k registered users are active each month’
After the MVP launch, Haven acquired around 8k users, however, in the following year, the number of monthly active users declined rapidly.
The stakeholders initial asks were to:
• Implement personalised features that cater to the specific needs and preferences of individual users to provide a more tailored experience in an effort to increase user engagement.
• Create a habit-forming native app which allows users (tenants and space-owners) to request home tours in a few taps, quickly list spaces and communicate with each other easily
Why are users abandoning the home tour request flow?
RESEARCH
Although analytics revealed what was happening in that we had a high drop off rate in the home tour request flow, it couldn’t reveal why it was happening. To understand the reason behind users dropping off, I conducted interviews with 8 tenants to know the why behind their actions.
NB: Photos of interviewees have been changed to conceal their identity
KEY INSIGHTS
RESEARCH FINDINGS
Wrong Timing for User Identity Verification
Although tenants who have their identity verified have their home tour requests approved faster by space-owners, asking tenants to verify their idenity in the middle of requesting a home tour impeded them from completing the task thereby leading to most tenants completely abandoning it
PREVIOUS HOME TOUR REQUEST FLOW
The previous home tour request flow prompted users to verify their identity while they were requesting for a home tour. This obstructed them from getting their value quickly. The app also didn’t offer any pathway or flow to return them to the home tour request after they’ve verified their identity
Previous Home Tour Request Flow
1. Optimizing the User flow to eliminate distractions and get users to value faster
PROPOSED SOLUTIONS
2. Finding the right context and time to prompt users to verify their identity
Design Changes
Updating the home tour request flow to remove distractions
The updated home tour request flow removed the option for tenants to verify their identity while they were requesting a home tour and only presented it after they had successfully requested one. This got tenants to their value faster and without distractions.
On the home screen, tenants are shown a notifcation badge on one of their bottom navigation bar items (profile) to nudge them to verify their identity naturally.
Notification Badges
Still working on this project, check back in a few 😉
〰️
Still working on this project, check back in a few 😉 〰️