Ohmyhome Pte. Ltd.
How might we integrate user-friendly features on our app that encourage visitors to take action and explore our services further?
A redesigned app experience for the Agent Services ecosystem
Redesigned information architecture of the Agent Services ecosystem
Remote user intervies and usability testing
Agent Services landing pages redesign
Outcomes
Approach
Human-centred Design • Product Design • Property Technology
Methodology
Interviews • Usability Testing • Data Analysis • Agile Methodologies • Prototyping • UX/UI Design
App users felt confused and disconnected while using the app. They struggled to find what they were looking for, which led them to seek similar alternatives.
User interview questions and responses, remote testing
Conversation to Conversion
Over the past three months, we conducted a series of discussions with stakeholders to understand the business challenges we face. We identified that our conversion rates are low while marketing expenditures are high. To gain further insights, we analyzed our app analytics to better understand user behaviours. This analysis led us to design user interviews for deeper exploration.
The pain points we discovered include:
Users felt overwhelmed by the amount of personal information required in the booking form.
App users experienced confusion and disconnection while navigating the app, struggling to locate what they needed, which drove them to seek alternative options.
From these interviews, we mapped out the customer journey and identified key features that needed prioritization. The team subsequently redesigned the information architecture of the Agent Services ecosystem and developed a high-fidelity prototype.
As a result of these efforts, we have seen a significant improvement app traffic, along with a continuous enhancement of the booking an agent feature.
