Project Overview
PROJECT DISCOVERY
Discovery workshop with project stakeholders
Low discoverability for of a lot of the app’s functionalities features and was thus affecting the revenue of individual co-living spaces
Low Adoption and Engagement rates on the app. Users were only opening the app 2-3 times a week.
And engagement on the app for amenities were really low.
Reducing human interaction and saving time by Building seamless completely digital experience for residents in the co-living.
Lacking a good support system for the residents to resolve everyday issues to monthly maintenance and payments
DESIGN PROCESS
Design process we undertook
Post our discovery phase and understanding the target audience better, we had an internal team conduct a field research to understand the audience better. Post which, we defined the core problem statements, broke it down into segments, post which we conceptualised and designed key interactions and flows.
Discovery
Define
Design Direction
Conceptualisation
Design
Deliver
KEY INSIGHTS
Key insights from the field research
We had a team of designers who visited close to 20+ different Co-Living stays across India, to gather data from residents and resident captains (People who manage the PGs)
We also used some NPS data that the client had already had.
Residents had to wait a long time to rectify issues that they were currently facing like ‘Wifi wasn’t working’, ‘Issue with food order’
The process to change their stay plans was cumbersome and was handled by customer support or RCs, who’s turn around time was 2-3 days atleast
Many users expressed frustration with the Stay logo button. Users attempted to tap on the button, but it didn't lead anywhere.
Residents were communicating most of their issues to RCs directly instead of using the raising ticket feature on the app
Some users also expressed their annoyance over the food feedback pop-ups on the app
7/10 residents who were at the Co-living stay owned android phones
Residents had to communicate their food preferences to their RCs over WhatsApp
All users stated they had never utilised the ad banners located on the top section of the homepage.
DEFINING THE PERSONA
Understanding our user group better
We put together personas for a working professional as students who make up close to 98% of the co-living spaces across the country.
DESIGN DIRECTION
Setting a design direction for the entire experience
Intuitve
Every interaction must be intuitive, and every information that is presented should be clear, simple & concise.
Assist
The experience we design must enable user to easily reach out whenever there is an issue and get resolution.
Simplify
The experience we create should offer flexibility, supporting and guiding the user where they can easily find what they are looking for.
Anticipate
The design should preempt the needs of the user by showing information/actions that are relevant to them.
DEFINING THE PERSONA
Set a visual style for the mobile app
Considering that most of it's user base was young, we wanted to app's visual look and feel to also be new, something that sets it apart and feels modern and innovative to use, considering the brand was focused on being tech independent.
We used glass morphism in the icons, and the cards throughout the mobile application. This also gave way for the application to be very dynamic.
CONCEPTUALISATION
Feature conceptualisation and design
We came up with features basis the insights from the research and discovery, as well as from in-depth brainstorming sessions with the Product Managers.
Dynamic Dashboard Cards
Since users were missing key information and announcements pertaining to their stays, we came up with a solution to ensure that users would always stay up to date and be able to communicate/take action wherever necessary.
We utilised the real estate in the Homepage, as a digital notice board and used large cards, that would grab the user's attention.
These cards would also dynamically rearrange according to the current time of day, thereby using predictive tech and ML, it would adapt to what the user needs to see at the moment.
Additionally, distinct colors have been employed for each service, facilitating easy recognition of the cards for each category of notice. Eg: Yellow for Food, Orange for cleaning, Purple for Wifi and so on.
Predictive Food Preference Setting
One of the major cards that we had introduced was to help the users select their meal preferences for the entire week using AI
This, enabled with notifications to remind users to select was a transformation to the earlier process, where the resident would have to inform the captain via WhatsApp
We also introduced a ‘Pre-Selected’ menu option (Default option), based on their profile data on what cuisines they usually prefer.
New Digital Food Collection Method
Introduced a ‘Collect Lunch’ Card, with a timer to represent when they should collect the food.
And on clicking the card, we showcase the meal of the day, with a Swipe CTA, that activates their meal collection for a limited time, within which they can collect their meal
One of the use cases that came up in initial Usability Testing (Done by client), was that residents could misuse the static food confirmation screen.
We decided to make the screen dynamic by incorporating moving shapes in the background as well as adding the current date on the screen
CONCLUSION
Impact
Redesign of the application was met mostly with positive feedback. We also recieved stakeholder feedback, that adoption and engagement rates have gone up.
Users have responded well to the app's features and the simplistic navigation
UI TEAM
Pradhiksha
Madhumitha
Ruthiksha
Naseer Ahmed
Rajabutheen
UX TEAM
Arun Mathew
ILLUSTRATION TEAM
Varsha Thangaraj
Kannan
Doris Santhus