EzyTenant is an innovative online property rental platform that integrates long-term and short-term rental management, lease agreements, bill payment, and maintenance management into a single, comprehensive platform.
The primary goal of EzyTenant is to streamline and simplify property management for tenants, landlords, and real estate agencies while enhancing productivity and reducing operational costs. This case study is an overview of how EzyTenant helps tenants accomplish this.
Empathizing with the user is crucial for creating a seamless user experience. Putting ourselves in the user's shoes enables us to better comprehend their struggles and identify the pain points that require attention. By developing a comprehensive user flow, we can effectively address all the issues users encounter throughout their journey.
The ↳interview was conducted to gather valuable insights from users regarding their preferences and experiences with the online property rental platform.
Key discussion points included their experiences with the property search process, communication with property agents, the importance of cost transparency, and the desire for personalisation in property recommendations.
Users highlighted the significance of an efficient, user-friendly design, timely communication, and a secure platform that offers clear information to ensure a positive user experience.
These insights will inform future UX research and design efforts, helping to enhance the platform and effectively address user needs and expectations.
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These two user personas represent different demographics and needs, showcasing the diversity of users who may utilise Australia's online property rental platform. Understanding and designing for these personas will help create a user-friendly and effective platform that caters to a broader user base.
This user flow provides a comprehensive guide for tenants applying for a property on an online rental platform. It covers the steps from property search and selection to move-in, ensuring a smooth and efficient application process for users.
Analysing users' emotional states can significantly benefit User Experience design by providing insights into how users feel when interacting with the product. These insights can help us tailor the design to meet their emotional needs.
Adding more treats like engaging graphics when users' mood is affected by negative emotion and creates a more engaging and effective user experience.
Insights
Ineffective Search Filters
The filters are either too overwhelming or do not have enough selections
Higher drop-off rates on the mobile end
Especially for mobile users, as they tend to have shorter attention spans than desktop users.
Lack of platform to share unoccupied bedrooms
Solutions
Selected filter options
Improve the search filters by providing crucial options.
Interactive UI and engaging graphics
Creating a visually appealing and efficient interface and icons fosters an emotional connection and reduces bounce rates. Also, optimised user flow will further encourage users to finish tasks.
Categorised and summarised filters with visualised icons enhance user interaction, making it easier for users to navigate and refine property search criteria.
This ultimately improves the user experience on the platform and helps reduce searching to listing drop-off rates.
Users can browse property listings by their preferences, whether in a list or map view.
Users can browse property listings by their preferences, whether in a list or map view.
Categorised and summarised filters with visualised icons enhance user interaction, making it easier for users to navigate and refine property search criteria. This ultimately improves the overall user experience on the platform and helps reduce drop-off rates.
Where the drop-off rate significantly increased.
Filling out the documents is the most crucial part of the entire rental process. It is a time-consuming and energy-draining task. Our research results show that it typically takes 2 to 3 hours for users to complete all the required information. Users either lack the time, patience, or get interrupted by pop-ups.
Therefore, we have divided the document preparation process into several milestones. With step-by-step mobile interface, users can now utilise their fragmented time to fill out their profile anywhere and anytime.
Students, particularly international students, are considered a vulnerable group in the rental market due to the scarcity of support available. Consequently, they are compelled to seek housing solutions through channels like social media groups such as Facebook or privately.
The pandemic and economic downturn have also prompted people to lease out their spare rooms, leading to a resurgence in shared housing.
The absence of proper oversight and regulation leads to security and privacy concerns. Therefore, by partnering with student accommodation providers and introducing shared room listings, we can alleviate the challenges students face when navigating this intricate process. This will not only ease the burden on student renters but also allow Ezytenant to expand its property listing inventory and reach a more extensive audience.
As a tenant, I naturally have a wealth of experience with online rental platforms, and this experience has provided me with significant inspiration on how to design a solution that aligns with what users desire most. So, putting in the effort to fully understand the broader user group will greatly contribute to the product's success.
When you fully understand what users desire, you will often discover opportunities the market frequently overlooks. Putting effort into addressing these niche demands can attract niche users, who might become the cornerstone of the products' success.
Humans are complex social and emotional beings. Attending to users' emotional needs, particularly when they experience frustration, can motivate them to progress further along their customer journey. This, in turn, fosters user loyalty to the product.