The JOB TO BE DONE was two-fold and the insigths came from two business stakeholders as well as end users:
BUSINESS stakeholders (Agents) needed to modernize their existing web app and tasked us to improve the UX of complex flows and simplifiy ways of performing complex tasks.
END USERS (Landlords & Tenants) needed a mobile experience with simple UX and features which allow for efficient tenancy and property management and instant issues reporting.
The Solution
Improved and Re-imagined app.
In an age where everything is demanding your time, Foxtons gives your time back by improved flow of your property management and reduces stress when managing issues by informing you in ways that are understandable and actionable.
Improve &
re-imagine
Client
Foxtons Estate Agents
The Project
Foxtons is a British real estate agency dealing with both property management and sales. It has over 1100 employees and is listed on the London Stock Exchange.
Foxtons offers managed and non-managed tenanacies, and through their platform provides maintenance services to their client.
1: Empathize & Define
Get to know our users' problems
Non-responsive landlords diminish the perception of Foxton's brand
Not having a mobile app made managing very difficult
Tenants and landlords have to rely on third-party apps in order to communicate
Through series of rapid prototyping sessions with few different user flows, we developed a user flow which was supposed to solve the problem of Landlord / Tenant communication.
We tested our early hypothesis with 7 participants who were actual tenancy seekers. Our goals were to understand the challenges they faced and the workarounds they employed.
Other than the need to re-optimize Foxton's existing UX, user interviews uncovered the need to have tenant-to-landlord communication in cases of issues with properties - a feature that didn’t exist in Foxton’s current platform.
2: Challenges & Pain Points
Understanding the user co-dependency
As we progressed further into the project, we recognized the interdependence of the Landlord and Tenant user experiences. We opted to design these user experiences in parallel.
This effort proved to be the most challenging and time-consuming aspect of the project, but it was ultimately the correct decision as it allowed our team to approach the project holistically.
