Key Results
CSAT score we achived
from search to booking
interest rating via USE
Main problem
Since the war began, it has become 40% more difficult for refugees to find housing due to.
significant decrease in available housing;
presence of children and pets;
lack of shelter from missile attacks.
Main hypothesis
Goal & methods
I conducted UX research, including desk research, competitive analysis and user interviews to learn users' needs and explore problem opportunities.
Approach
To gather user insights, I conducted interviews with 5 participants aged 25-39, recruited from housing-related social media communities and local forums
Users want a tenant dashboard to manage their connections with apartments — this is one of the key insights from user interviews.
Users are frustrated with apartments that have already been rented out but still show up in search results.
Users find it difficult to compare housing options effectively due to the lack of user-friendly filtering tools.
3 out of 5 participants noted that they would like to easily return to their favorite options that they have seen.
It helps me empathize with users' motivations and communicate ideas clearly to my team in a simple and efficient way.
Prioritisation workshop
We prioritised features based on their potential impact and feasibility. We decided to focus on the listing page and booking a viewing slot for the initial iteration.
Challenge
Since the product is a web-based SaaS platform with mobile responsiveness, I design solutions that ensure seamless usability across various screen sizes and devices.
One of the metrics we used to measure app's interest during usability testing, while others will be assessed post-app development focusing on technical aspects.
1
User Satisfaction. We measure interest using USE questionnaires in usability tests to assess usefulness, satisfaction, and ease of use.
2
Match Accuracy. To evaluate how well the platform meets users' needs, we will track the success rate of property matches.
3
Time to find a property. We'll monitor the average time users take to find find a suitable property and contact a landlord.
"I want to spend less time finding an apartment"
Solution 1: The flexible filters, adapted to the current needs, provide two benefits:
A precise search speeds up housing discovery and boosts bookings, while uninterested users ignore certain filters.
User needs analysis: Filters can help collect data on user preferences, facilitating live research.
"I want an easier way to arrange apartment viewings"
Solution 2: Enable time slot booking to make apartment viewings more efficient.
We solved the scheduling conflict, where one party can't attend but still wastes time confirming it.
Users can track all time slots in one place without the need to remember them or add to a personal calendar.
"I want to see which listings I interacted with and how"
Solution 3: Tenant Hub that transforms the apartment viewing experience.
We improved the interaction with viewed listings by adding the ability to track all landlord contacts in one place.
In Tenant Hub, users can easily check their scheduled viewings and see which landlords have confirmed or declined.
Usability testing
Approach
I conducted 5 usability tests with 2 tasks each and a simplified USE questionnaire assessing the app on helpfulness, ease of use, engagement, and likelihood to use.
Results
The overall interest rating was 4.3 out of 5, with app engagement receiving the highest score (4.6) and ease of use the lowest (4.1).
Users found the app useful and functional but noted confusion on the home page, missing functionality on the search page, and minor prototype clickability issues.
Outcome
1
Involve users early to test app functionality, enabling quick design evaluation and saving time on complex prototypes.
2
Workshops with the dev team help understand technical limitations and provide new perspectives for solutions
3
Using a design kit or component libraries early saves time and ensures consistency and accessibility.
