Exploration + Approach
Tech
Constraints
✨ Legacy codebase complexity created decision-making bottlenecks, as the team lacked visibility into how changes might impact existing functionality and user experience.
✨ Engineering bandwidth was severely constrained, with most resources allocated to critical performance issues and integration work.
MY
approach
✨ Audit web + mobile experiences to identify core friction points.
✨ Gather user insights to inform design solution.
✨ Design + plan incremental improvements.
✨ Track metrics for future improvements.
Key
Insights
8
Research
Interviews
3
Stakeholder Feedback Rounds
18%
Reduced
Support Tickets
21%
Increased
Confirmed Showings
The
Solution
The final design solution addresses critical usability barriers through strategic incremental improvements across four key areas.
Discoverability 🔦
Search 🔍
Issue 😩
The search bar lacked visual prominence, users couldn't distinguish between cross-org property search and other search functions, and the lack of action hierarchy created cognitive load for users.
Solution ☺️
Created contrast to elevate the global search bar's visibility and established consistent visual hierarchy across all actions.
Issue 😩
Users experienced navigation gaps during the booking process (specific to web) with no way to exit or reference listing details, while the booking process sequence differed between web and mobile platforms.
Solution ☺️
Added intuitive navigation controls (back + cancel) to provide users the ability to exit the process or go back to the listing details page.
Accessibility & Consistency 👀
Issue 😩
Improper button behaviour caused poor visibility creating accessibility barriers, while inconsistent verbiage across the platform caused user confusion.
Solution ☺️
Implemented proper button styling and behaviour for improved accessibility, and standardized verbiage throughout all user touchpoints.
