Product Design & Content Strategy

Digital Transformation

Partner with Dwellworks to create a user
portal tailored and scaled to provide unique, personal, and local insight for over 100 metros and 20 countries.

Team

Partnered with internal product management, SME’s and development teams

Product Features

This project needed to be managed in a CMS, so planning the information architecture was vital. So instead of Google, users were provided with curated information highlighting key neighborhoods.

The clients are global and diverse, so illustration allows the user to put themselves into the experience. Looking to eLearning strategies to break up the content into steps and ease the consumption of details.

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Personalized / Hybrid content

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Personal Virtual Experience

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Step by Step Instructions

b

Strong Supportive Content

Objectives

Dwellworks is dedicated to improving the customer experience for its clients. The product redesign focused on creating a new portal that broadened its service offerings to include virtual and in-person services. The goal was also to improve the efficiencies and ease of use for customers and relocation experts.

We are reviewing and collaborating with content providers to align content with design objectives and prioritize information architecture.

Research

There were two distinct users: Relocation specialists and clients. The goal was to change a very hands-on service into a digital one. For the target users, we had to determine the friction points that a digital process could alleviate.

User Insights

There were redundancies and fragmented workflows when entering information and communicating with clients. The Information architecture did not properly group like information. Frequently, the content was not broken up in a way that was easy to consume. From this insight, we could both leverage existing content and add additional content in a more structured and streamlined manner.

Project elements

User Insight
Journey Mapping
Personas
Site map
Content framework
Design Wireframes & Prototypes

Customer and Consultant Interfaces

The project required a way for customers to consume the information and consultants to populate and build recommendations into the portal.

Through analytics, we discovered most transfers would use desktop vs mobile for research. However, did prioritize wayfinding features as a mobile-first.

The consultant could add personal comments to the portal, adding a personal touch when recommending a neighborhood to a client.

The dashboard would help the client orient as they advanced through the process.

When comparing neighborhoods, we established vital indicators such as walkability, commute times, and maps. This made it easier for customers to narrow down and make informed decisions.

Our goal was to be inclusive. We intentionally chose illustrations over people. The illustrations were a combination of stock and hand-drawn images.

Content Strategy

Scaling and MVP to accommodate over 100+ metros across the globe required a network of SME’s filling buckets of content that an editor then refined.

. We structured the content incrementally and provided references to examples such as recipes and wiki how-tos to illustrate how the content was structured across hundreds of global locations. Then, after the information was gathered, an editor sorted and refined it. Additionally, the content palate matched WCAG AA guidelines.

Check out this prototype.

Click Here

Results

Improved brand presence and market viability. This initiative was a key expansion in the Dwellworks portfolio and provided a broader service offering to relocation service providers.