CHALLENGE
Zap, while far in the lead among competitors in the Brazilian real estate industry, did not provide a user experience that fulfilled basic user needs. My team was tasked with redesigning Zap's customer portal to help them find homes more easily.
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PROCESS
Research:
My colleague and I traveled to São Paulo to conduct eight in-home user interviews about how people buy homes in Brazil. We visualized findings for the client in a Customer Experience Map. A key finding was that users struggled most when it came time to choose a home, so we wanted to focus the redesign on improving that experience.
My colleague and I traveled to São Paulo to conduct eight in-home user interviews about how people buy homes in Brazil. We visualized findings for the client in a Customer Experience Map. A key finding was that users struggled most when it came time to choose a home, so we wanted to focus the redesign on improving that experience.
Wireframes:
Conceptual sketches helped me think through the overall structure of the new site and wireframes added the detail necessary for the client to give us feedback.
Conceptual sketches helped me think through the overall structure of the new site and wireframes added the detail necessary for the client to give us feedback.
Usability Testing:
A colleague created an HTML prototype that we used for usability testing. I created storyboards to help the developer simulate the interactions we needed to test. Users were extremely excited about the new functionality within the prototype.
A colleague created an HTML prototype that we used for usability testing. I created storyboards to help the developer simulate the interactions we needed to test. Users were extremely excited about the new functionality within the prototype.
Visual Design & Annotations:
A visual designer mocked up all the major pages and I annotated them to help Zap's developers pick up where we left off.
A visual designer mocked up all the major pages and I annotated them to help Zap's developers pick up where we left off.
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RESULT
Based on our user research, we decided to focus the new Zap site on helping users compare homes and move through the home-buying process more quickly. The result was a 35% increase in conversion.
In-Home User Interviews
Smashing Magazine Article:
Considerations When Conducting User Research Abroad: A Brazilian Case Study
Considerations When Conducting User Research Abroad: A Brazilian Case Study
Customer Experience Map
ConveyUX Conference Presentation:
Improving UX Through Customer Experience Mapping
Improving UX Through Customer Experience Mapping
Concept Sketches
OmniGraffle Wireframes
Quote from visual designer who used these wireframes:
"Your wires are some of the best I've ever worked with and the details make my life so much easier."
"Your wires are some of the best I've ever worked with and the details make my life so much easier."
Storyboards For Prototype Development
HTML Prototype
Annotated Visual Design
