Problem
Conveyancing.com.au (CCA) is a tool that allows real estate agent to track conveyancing milestones by creating a conveyancing order on behalf of their clients, giving them the transparency needed to market and sell the property faster.
After the initial launch of the product, CCA does not get enough traction as the business wants it to be.
In order to unpack the reason behind this, a human center approach was applied to tackle the problem
Activities
- User interview
- Value Prop Canvas
User Interview
Interviews were taken with real estate agents across Sydney and Melbourne to understand why there’s a low number of adoption and even a lower usage numbers. A couple of themes that came up from the interviews are:
Value Prop Canvas
Finding a clear connection between what matters for customers and how our product and features ease pain and release gain
Solution
A digital agency agreement came as one of the solution that would help agent market and sell a property in a faster and more convenient process. Agency agreement is a contract that an agent needs to sign with the seller before the agent can market a property. An agency agreement is a legally binding contract.
Stakeholder interview
Journey mapping
Current journey
Future journey
User flow
Multiple options of the user flow were explored based on the future journey. These flows were then presented back to the product owner and developers for feedback before deciding on a single flow that we would later produce into a wireframe.
Wireframes
Form exploration
Design and Iteration
The initial design was tested through unmoderated usability testing via Maze resulting in some areas that required improvements:
- User struggle to find the entry point
Solution: Provide ‘Feature Announcement’ modal, explaining the new digital agency agreement feature that can be accessed when creating a new order and walkthrough for all other features
- User not expecting to see more content outside of the viewport
Solution: Provide a clear separation between ‘agreement types’ and ‘upload agreement’, adding context on agreement tiles and also provide a more familiar pattern for users (vertical scrolling) for the agreement tiles.
Final design
press ‘R’ to refresh
Result
The new feature was never launched due to the COVID-19 outbreak.