2ND ADDRESS
Connecting Hosts & Guests for Extended Stays into Furnished Homes
2ND ADDRESS
Connecting Hosts & Guests for Extended Stays into Furnished Homes
ZENTLY
Transforming Rental Living & Property Management
2ND ADDRESS
Connecting Hosts & Guests for Extended Stays into Furnished Homes
Make voice - video calls and send SMS through any devices
Make voice - video calls and send SMS through any devices
Make voice - video calls and send SMS through any devices
ZENTLY
Transforming Rental Living & Rental Property Management
Project Overview
PROBLEM// 1 in 15 Americans are renting a home. Few stay in dormitories. There are 43 million rental units in America renting from individual landlords, property managers or multi-family apartment units. Yet staying as a renter or hosteler can be filled with anxiety and worry of paying rents & utilities on time and requesting issue maintenance. Our founding team had experienced first-hand the daily pains of living in rental properties.At other spectrum it is difficult for landlords and large condominium complexes to rent & manage properties while giving renters the best renting experience.
Opportunity//Redefine Rental living & rental property management serving both renter and landlords acting as 5-star concierge for them giving them best service & peace of mind.
Design Challenge for this Case Study // Renters find it difficult to always an easy way for community members to report maintenance issues to landlord & management so they can be resolved quickly.Neither there is a way for them to track it not independent landlords have easy way find service providers if they don't have dedicated maintenance staff. Designing an experience for renters to report issues & track resolutions.
My Role// As the founding designer and early contributor of the start-up, I worked with the CEO during the early stages of start-up and did Product Discovery, UX research, Synthesize Insights, Define Opportunities for MVP, Ideate, Storyboard, Create Conceptual Mocks, Wireframe, Interactive Prototypes. I conducted Usability test to validate and refine each of the user flow before it got into agile development process where I supported in development & did Visual QA. After the successful launch i worked on the optimization.
Client//
Zently
My Role//
Product design
Interaction Design
Visual design
UX Researcher
Skills//
User Interviews, Surveys
Personas, Storyboards
Customer Journey Maps
Ideation & Whiteboarding
Wireframes & UX Flows
Rapid Prototyping
Usability testing
Zently Renter App
An assistant for renters to simplify their rental living experience.
automated secure rent payments....maintenance issue reporting & tracking ...split expenses with housemates
DISCOVERY
Empathizing with the Users
There is no better way to know the pain points, frustrations, hopes, and aspirations of users than to empathize with them. We can empathize by knowing them, observing them, feel what they are feeling or experience it oneself. Although as a renter myself, I had faced issues as a renter but it was important for us to get into the field to know our users. We conducted user interviews, Contextual inquiry, surveys, field study when there are maintainance issues.
Customer Journey Map
We also mapped out the journey of the renter and rental property manager and how it has been traditionally over years to find the gaps and key gaps and opportunities for us to double-down on.
The Opportunity
To design an App for renters to simplify their rental living experience - solving the pain-points they face everyday. After extensive user research and market studies, we had decided on four main feature set for the product.
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Allowing them to set up automated rental payments and track payments.
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Help them log maintenance issues and track them.
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Allow them to split expenses with the housemates and get paid back.
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Give them daily notifications and newsfeed about their home and neighborhood.
Ideation & UX Strategy
Our UX Strategy was to also create a user friendly interaction & UI pattern that would make it super easy for renters to do all above tasks and feel at ease. We decided to go with a conversation UI chatbot experience to give the renters a friendly feeling becoming their assistant with whom they could chat happily whenever in need.
Maintenance Issue Tab
Our UX Strategy was to also create a user friendly interaction & UI pattern that would make it super easy for renters to do all above tasks and feel at ease. We decided to go with a conversation UI chatbot experience to give the renters a friendly feeling becoming their assistant with whom they could chat happily whenever in need.
Issue Reporting Flow
Our UX Strategy was to also create a user friendly interaction & UI pattern that would make it super easy for renters to do all above tasks and feel at ease. We decided to go with a conversation UI chatbot experience to give the renters a friendly feeling becoming their assistant with whom they could chat happily whenever in need.
Issue Tracking & Resolution Flow
Our UX Strategy was to also create a user friendly interaction & UI pattern that would make it super easy for renters to do all above tasks and feel at ease. We decided to go with a conversation UI chatbot experience to give the renters a friendly feeling becoming their assistant with whom they could chat happily whenever in need.
Zently Landlord Experience
FINAL THOUGHTS
Outcome & Next Steps
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We were able to launch the product in 8 months from conception and it was a total team effort.
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We were able to scale our product to almost 50K Signups in next year.
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Lot of optimization and features to be refined with usability testing ahead.
ZENTLY WEBSITE
Storytelling, Branding & Marketing
