Home Buying Experience
Home buying experience for consumers and marketplace for service providers
Key highlights of this project
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Overview
Role & Responsibilities
Souqh is Canada's real estate + home services marketplace.
They work into end-to-end home buying experience for customers where they could find everything home-related in one place from securing mortgages to fixing utilities. An integral part of facilitating this is introducing these customers to service providers that satisfy their needs.
Product Designer
User Research, Interaction, Visual design, Prototyping & Testing
Team
UX Designer, Product Manager, Fullstack Developer, Backend Developer, QA, Scrum Master, Engineering Architect
Client
Souqh
Project Summary
Business Objective
Create a marketplace for home buyers and service providers such as realtors, legal advisors, sellers to collaborate with each other to offer and receive services from each other
Success Criteria
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Test prototypes with users of the application
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Develop hybrid app for both iOS and Android users
Use Goals
User should get seamless home buying experience by connecting with required service provider in their home buying journey.
Challenges
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Understand the domain
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Testing of application with stakeholders
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Prioritisation based on stakeholder changing needs
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Usability testing
Outcome
Successful beta release of the application
The Problem
Home Buying can be a complete experience; more often than not, it is not something one looks forward to but is a necessary part of their journey.
On the other hand, service providers are excellent at what they do. However, they are bogged down by a high volume of service requests, generally limited to specific circles of people, and unable to grow their businesses.
We wanted to design an end-to-end home-buying experience for customers where they could find everything home-related in one place from securing mortgages to fixing utilities. An integral part of facilitating this was introducing these customers to service providers that satisfy their needs.
User Research
Stakeholder workshop
A 5-day workshop was conducted with the Souqh stakeholders, Product Manager, and Engineering Architect. My research encompassed -
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Understand overview of home buying and services ecosystem
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Roles and responsibilities of members at each level
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Day to Day tasks that need to be accomplished
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Pain points, motivation
Fig: Screenshot showcasing home buying ecosystem with stakeholder workshop using Miro (Digital collaboration tool) as one of the outcome of workshop
Workshop Outcome
Understanding complex systems like the home buying journey requires a more profound study to identify key players and their actions. A mind map was instrumental in condensing information visually to look at the bigger picture.
Competitor Products
We also studied a few primary and secondary competitors to understand where we stand in the mix. Also identified visual references that shaped and styled the web app.
Fig: Screenshot of competitor study done using Miro
Qualitative Interviews
We conducted a few interviews to step into the shoes of end consumers and service providers.
Crafted a few personas to understand and empathize with the users.
Persona
Vincent Brown I service provider I Realtor
Omar Haabib I the customer I Buyer
Samantha McKinnon | Customer | Buyer
Raj Verma | Service Provider | Real Estate Lawyer
Chloe Martin | Service Provider | Mortgage Loan Officer
Abdul Kadir | Customer | Seller
Create Workflow
We created a user flow for consumers and service providers, which would help us map their activities throughout the application.
Fig: Workflow created using Miro
Information Architecture
Fig: Information Architecture created using Miro
Sitemap
Fig: Sitemap created using Miro
Wireframes
Fig: Wireframes created using Miro
The Solution
Service Provider
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Buyer
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