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Redesigning the property management experience

Problem Statement

The relationship between landlords and tenants is often a fraught one. From initial lease negotiations and move-in surprises, through years of payments and repair requests, to the final move-out notice and security deposit negotiation, there are many opportunities for miscommunication, lost records, and strife.

 

Often, these can lead to problems that require the intervention of the government, whether via mediation, appeals to local rent boards, or legal action. This is further complicated by the complexity of local, state, and federal regulations governing the renting of property.

We used the Design Council's Double Diamond design process to further explore and solve the problem. Divided into four distinct phases – Discover, Define, Develop and Deliver – the Double Diamond is a simple visual map of the design process.

Customers

Based our initial exploration of the problem space  we identified three customer personas for which we would focus our energies.

The product we build should help solve the needs of property managers, tenants, and government  representatives. 

Tenant

Property

Manager

Government Representative

Prioritized Customer Needs

Tenants & Property

Managers

Government

Representatives

Wire-framing and User rearch

Once the customer's needs were identified, we prioritized them and created low-fidelity wireframes to test with potential users for preliminary feedback on features, user journeys and product market fit. We went with paper pencil mockups because we wanted quick feedback before investing more resources into a high-fidelity prototype.

Here are is a sample from the multitude of wireframes we drew and tested.

Property Manager: Document Management Workflow

Tenant: Navigation from home screen to various features

Government Representative: Disputes home page and detail card

App Prototype

The relationship between landlords and tenants is often a fraught one. From initial lease negotiations and move-in surprises, through years of payments and repair requests, to the final move-out notice and security deposit negotiation, there are many opportunities for miscommunication, lost records, and strife.

 

Often, these can lead to problems that require the intervention of the government, whether via mediation, appeals to local rent boards, or legal action. This is further complicated by the complexity of local, state, and federal regulations governing the renting of property.

Lease Liaison

Tenant

Property

Manager

Government Representative

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