Brief introduction

Context & my role

When you leave in an apartement, you may face some issues like the lift which is not working, the payment for the rent, water leaking, etc. And sometimes you need a professional intervention and to follow your claim, when will he comes, how much will I pay, etc. Here, our the goal was to reduce by 30% the number of claims still open after 30 days.

If you would like to learn more about my experience, feel free to contact me! ✌️

Research & observation

Workshops

Thanks to the workshops we did, and also information we gather during face-to-face interview, we were able to sum-up the users journeys. During these workshops, all the participants were stakeholders, so we also managed to create their persona to focus on their pains, and to discover new opportunities.

Persona

We identified the main personas : the tenant, the caretaker, the service provider,  the site manager, and the owner.

Workflow

During the workshops, the participants identified few use-cases and selected one to develop and test. The main criteria was that it could work for young people as well as the old tenants. It involved a new tool, but also new ways of working for caretaker and site manager.

User Journey map

We did user journeys map the same way we create user story map. It helped us to sum-up the different steps and to start slowly before jumping to much on details or on one step of the user journey map