Discovery

Our team’s initial phase began with a discussion of our assumptions and challenging what we believed we knew about the topic. Each of us then set about learning all we could about Real estate agents gathering internal surveys on their customer base and identifying types of people we could learn from, which we then used to craft an interview guide. Given the short time frame, no user interviews were possible so we scheduled a full day in LAF, where we met and spoke with their agent delegate and read all the customer data available.

Observations and Insights

We then re-grouped to synthesize what we had learned, and conduct a brainstorming session in which we identified themes, refined our insights, and crafted both frameworks for the problem and ideas for potential solutions. We identified pain points in the existing customer journey and discussed possible solutions.

The Solution

Our proposed solution was to harness existing IOS functionality of touch, face and PIN login options to reduce forgotten password issues. Given the time frame, we identified key task flows and focussed in on lead gen and contacts as they had the most value to the agent/user.
I considered what content would be relevant and useful, worked out the information architecture, then created key task flows to help visualize the process and how users might interact with the service.

Prototype Development and User Testing

The final stage of the design was to create some a clickable prototype which would allow us to demonstrate the micro-interactions the product and get feedback from the client and a select group of agents, lastly, I added the visual design.