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
Categories
UX & Product Design
Content Strategy
Information Architecture
Brand Development
MVP
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.
Personalized / Hybrid content
Personal Virtual Experience
Step by Step Instructions
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
Mixed device use
Through analytics, we discovered most transfers would use desktop for research. However, we prioritize wayfinding features as a mobile-first. For MVP, we prioritized screens based on tasks.
Personalized support
The consultant could add personal comments to the portal, adding a personal touch when recommending a neighborhood to a client.
Self Directed glance
The dashboard would help the client orient themselves as they advanced through the process.
Personalized Interface
The project aimed to create a portal that served two key functions: enabling customers to view information and empowering consultants to add comments and recommendations.
Check out the add a comment prototype.
Key Differncations
When comparing neighborhoods, we combined vital indicators that were not easily accessible on DIY platforms. On the ground details such as walkability, commute times, and maps. This made it easier for customers to narrow down and make informed decisions.
Imagery and Inclusivity
With an international customer base, our goal was to be inclusive. We intentionally chose illustrations over people. The illustrations were a combination of stock and hand-drawn images. Additionally, the content palette matched WCAG AA guidelines.
Content Strategy
Scaling and MVP to accommodate over 100+ metros across the globe required a network of SMEs to fill 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.
Check out this prototype.
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.
Increased
Cost Savings
Labor
Reduction
6 Months to
launch MVP
Project Notebook
