ABOUT THE PROJECT
A local real estate portal has approached you with a problem. Everyday, real estate agents waste plenty of time attending viewings with potential clients in different parts of Dubai.
Additional Discovery Research Methods
AS IS Journey map, Competitor analysis -
To uncover the Current State (explore what exists today in terms of people, processes, systems, and tools);
Collect feedback from customer support -
To define the Desired Future State (understand where the client wants to get to, i.e. their understanding of what the ideal state should look like);
list of hypotheseS
Derived from the journey maps, I saw 4 opportunities for reducing the amount of time agents spend attending property viewings with unsuitable clients and maximising the time spent with suitable clients.
Hypothesis 1:
I believe that we can reduce the amount of time wasted on viewings
I believe that we can reduce the amount of time wasted on viewings
by screening potential clients before they reach the agent
with a quick online questionnaire
with a quick online questionnaire
Hypothesis 2:
I believe that viewings will run more efficiently
I believe that viewings will run more efficiently
for buyer and agent
with a booking system
with a booking system
Hypothesis 3:
I believe that additional leads can be captured
I believe that additional leads can be captured
for the agent
by storing data obtained in the screening process
by storing data obtained in the screening process
Hypothesis 4:
I believe that more viewings will be requested
I believe that more viewings will be requested
for the agent
if buyer controls the viewing date / time
if buyer controls the viewing date / time
Initial design and validations
In my first design iteration, I created sketches to test my hypothesis
Design principles
Real estate portal should have some sort of booking system which allows agent to schedule viewings
• Booking / Cancelling appointments should be as fast and smooth as possible.
• System should notify both parties when an appointment is made / cancelled.
• System should notify the agent when they try to schedule an appointment in a booked slot.
Real estate portal should store information collected in screening
• Agent can then refer back to this and ensure they understand what buyer wants.
• If buyer is not suited to this property, agent can generate a lead for a different property.
Real estate portal should provide both buyer and agent with information of the property ahead of viewing
• Real estate portal could provide information about agent to buyer, i.e. rating, experience etc. in confirmation email.
Nice to have
Real estate portal could help agent calculate journey times between office and appointments
• When appointment is made, real estate portal could present an option to send property address to agent’s phone
follow-up questions
What questions do you ask buyers?
When asking the buyer the initial questions, what happens if you determine they are wasting your time?
How do you manage bookings?
Do you use any booking software?
Competitor Analysis
Buyer Flow
Agent Flow
Buyer schedules viewing
Agent confirms availability
