PropertyFile
About
PropertyFile is an online communication tool built for estate agents. It allows their tenants, landlords, buyers, or vendors to do several things like per example report a maintenance issue, give feedback, or make an offer on a property they’ve just visited. PropertyFile is designed so that estate agents can become a bit more digital and offer services online that were only possible to be done by a phone call or by walking into their branch.
My role
I've worked on several different features and widgets within PropertyFile, I was in charge of most of the UX & UI design and to make those designs come to life using HTML & CSS and a bit of JS - ready for the Back-end developers to implement it.
Depending on the feature I was also part of the research, user testing, wireframing, prototyping, and email marketing.
Some of this work is displayed below:
Redesigned Maintenance Issues
Buyer area
Voice of the consumer (VOC) Feedback tool
Voice of the Consumer (VOC)
About the tool
The Voice of the consumer (VOC) tool is a great tool that any business, platform or app should have if they are concerned with their user's thoughts, opinions and frustrations while using their services!
We designed this tool quickly and quite simplistic but in my head, I had loads of ideas on how to make this quite powerful, per example we could have a place where all this feedback lived and if I wanted to go there and search for specific piece feedback I could.
In this tool, I was involved in the design, prototyping, and front-end development.
I also designed the email the Propertyfile team would receive once someone has submitted some feedback, my team also added a widget that allowed us to see this feedback on Slack (our business communication platform).
The first part of the user experience
Email the PropertyFile team would receive after the feedback has been submitted by the users
Sales Progression Redesign
About the feature
This sales progression redesign was just a basic & quick visual redesign task, we were quite time constrained and we could only use the information we already had that wasn't much.
We decided it was important to give the user a visual representation of how their sales progression was going and provide him with as much information as possible, we achieved this by adding a description to the different stages of the process and some custom notes that could be written by the estate agent.
In this feature, I was involved in the design, prototyping, and front-end development.
We kept it quite similar on both on mobile and destkop but usually we design a specific mobile UI & UX.
Desktop Version of the sales progression details page
Experiments
I like exploring different options when designing a feature so in this scenario I’ve quickly explored a timeline idea but we ended up discarding this idea due to the sales progression process not being linear, also this was just a quick visual redesign so we didn’t want to complicate things.
Maintenance Issues Redesign
About the feature
The maintenance issues feature is one of the things that makes PropertyFile great, a tenant can report a problem with the property they are renting in a matter of seconds.
The user experience and the user interface were looking outdated and needed an update so I was given the task change this! One of the first things I've done was to look at the feedback left by our users on the (VOC) tool and understand their frustrations when using this feature.
After using the form as a user quite a few times I managed to find some edge case problems, per example if an image with more than X MB's was uploaded the form would show an error, this kind of this plus other minor things were found.
The overall UX of the form wasn't that bad but the issue details page was lacking a lot of information, guidance and functionality.
In this feature, I was involved in the research, analysis, design, prototyping, email design, and front-end development.
Edit description detail
Normal state
Editing text state
Submitting & Error Status
Submitting a maintenance issue
The maintenance issue was successfully submitted
Error when submitting a maintenance issue
Uploading photos
Step 1
Step 2
Step 3
Different status
Maintenance issue has been rejected, this could be because it could be the tenant’s responsability to fix
Contractor has been booked to come and fix the maintenance issue
The maintenance issue as been completed
Buyer Area
About the feature
The buyer area of PropertyFile is something where I’ve worked since day one until pretty much when I left. The main goal of the buyer area was to provide estate agents with a 24/7 book a viewing feature where users could book a viewing on a property without calling or emailing the estate agent.
On top of designing this feature, I also worked on an Onboarding users concept, loading screens, blank states, dashboard, viewings list, and sales progression concept.
I also have done a lot of coding in this section of PopertyFile, either to do some A/B prototype testing or to code the static HTML features.
Dashboard
Viewings List
Viewings Details
Viewing Details
A user could have different viewing details status depending on the actions of the estate agent. On this page, the user would also be able to cancel or edit their viewing.
Viewing awaiting confirmation
Viewing booked
Viewing cancelled
User didn’t turned up
Viewing has now happened
This status would show up after a viewing has happened. We gave the user the option to make an offer on the property if they are interested and give feedback on how the viewing went and if they liked the property.
Cancelling a viewing with short notice
We had this scenario where if a user tried to cancel a viewing 1 or 2 hours before it was going to happen, this was a massive pain point for estate agents so we asked the user to call the estate agent instead of canceling that viewing by PropertyFile, this made sure the estate agent was aware of what was happening before they left the office.
Onboarding
Onboarding is something really important for any app or service, users need to feel welcome and help if needed as not everyone is super technical. The brief concept I’ve explored for the PropertyFile buyer area was to first be a bit more personal and have a “Welcome {Persons Name}” and a CTA to find a property, the other idea was to have a welcome modal that linked to an infographic that explained briefly what PropertyFile was about.
Welcome modal
Dashboard
Loading status
Loading state
Page loaded
Loading state
Page loaded
A/B & User Testing
While working on the buyer area we’ve runned several User Testing experiences and A&B testing, we figured out what was the best approach to take on the book a viewing form based on the insights the user testing sessions gave us. We gave each user a task while we recorded their screens, facial expressions and audio
Valuation Request Widget
About the widget
The valuation widget it's a tool that Propertyfile provides their estate agents with in order for them to be available 24/7 to their costumers. With this tool, a customer can book lettings or sales valuation without having to phone or email an agent.
In this feature, I was involved in the research, analysis, design, prototyping, and front-end development.
Step 1
Step 1 of the form when completed, note the detail of the map that now pin point’s the users property address
Step 2 where the user could choose a time slot
Step 2 with viewing times selected
Step 3
Step 3 completed
Valuation requested confirmation screen
Error & Loading status
Blank state when there is no slots available when choosing a date & time
Form errors
Spinner icon on the continue button letting the user know something is happening
Error message when something went wrong
Mobile screens
Step 1
Step 3
An alternative to the last section on step 3, unfortunately, this didn’t make the cut as it would add an extra step to the form
Emails
About
I’ve designed and coded countless emails while working on PropertyFile, designing, or coding an email is always challenging. Emails are pretty hard to test without the right tools and are coded in a very outdated version of HTML that makes you forget about good HTML standards!
Back in the day, I used to design marketing emails for Argos, emails that millions of people viewed, and provided the company with quite a big revenue.
Valuation report a user would receive in order to know how much their home is worth
A marketing email idea that focused on targeting estate agents to book a demo with PropertyFile
Mobile email reminder that a user would receive once they’ve completed a viewing
Email a new user would receive once they’ve booked a viewing through PropertyFile for the first time
Email an estate agent when a user requested a market appraisal using the PropertyFile valuation request widget
Email with the viewing feedback an agent would receive