MUVNDAY IOS APP REDESIGN
MuvnDay is a cross-platform app designed to ease the transition between move out and move in and create a better connection between leasing managers and tenants.
Our team met with Craig Lyn, the founder of MuvnDay to hear more about his company and his goals for the next iteration of MuvnDay. We learned that
although he had been doing user testing himself, he was looking for deeper recommendations to make the app easier and more efficient.
MEASURES OF SUCCESS
Create more/stronger points of engagement
Provide simpler means of connecting to outside vendors
Develop features that will continue to be useful for both parties after the move is completed
Determine how to streamline the onboarding process for new tenants and integrate it with leasing office needs while creating greater value beyond just the moving experience.
Existing app was confusing and buggy. Current users were overwhelmed by the quantity and arrangement of tasks and dropped out early on.
Laurie L. Young
Bonnie W. Hanson
Pen and paper
Through interviews, find the pain points and places where users get frustrated and leave. Learn what competitors are doing better.
Synthesize our research to isolate the main issues.
Establish a design direction from several iterations of sketching, wireframes and usability testing that addresses these main issues and provides a more intuitive process for the user.
Create a clickable prototype rendered in color and refined typography that shows a well-developed and improved user flow and functionality that engages both sets of users.
We conducted a heuristic evaluation of the existing site and observed that while there were several error management problems, (which will have to be corrected by Craig and his development team,) there were many areas where efficiency was an impediment. These were the areas where we could create the greatest improvement and impact.
Users expressed frustration that the hamburger menu was not available on every page
Once the user had logged out of the app, the only way
to get back in was to receive or reuse an invite code
When a user completed a required task, there was no confirmation indicating whether they had been successful or not
We reviewed the market for MuvnDay and its closest competitors in order to better understand what the expectations were and where there might be features we could add or improve upon.
The existing app has a good foundation and addresses the key needs, but there is room for improvement in how the app addresses these needs, which ties into our heuristic finding that efficiency is a problem area
Together our team interviewed 8 tenants who had recently moved and 3 current property managers. In addition to the interview, we asked the tenants to access the app and perform some basic actions:
Use an invite code to access the app and sign up for
Set up one utility transfer
Read a message from the leasing office / send a message
Find a moving company you like
Add an item to the task list
The property managers were enthusiastic about the platform and would consider using it
The property managers had a strong need for their tenants to become more autonomous
The tenants expressed feeling overwhelmed and
The tenants found the app confusing and couldn't complete all the tasks
“Having one space for residents to carry out
all residential needs would be ideal.”
“I don't have time to answer repetitive requests.”
“I do like when a dashboard doesn't have too much
information on it, or else I get overwhelmed.”
“I need help organizing.”
“I would love to be able to book through the app and
have all the information in the app.”
This process focused our attention on the tenants since the property managers had no comments. The managers expressed a strong interest in using the app and were willing to give it a try. One manager said he thought the app could make his job easier by giving the tenants more responsibility for tasks required by the complex.
We did 4 rounds of affinity mapping to zero in on the main concerns and find the places where the user’s interests coincide. This led us to observe the common pain points and from there we created a list of “I” statements.
We used the “I” statements and feature prioritization
to construct a persona representing a typical user of the MuvnDay app. This enabled us to articulate the motivations of someone who wanted to use an app to help them move. With this information, we created a more accurate
Our persona is Greg Evans. He has a type-A personality and prioritizes efficiency. Greg handles high-stress events in his life by being extremely organized and can't stand letting any details fall through the cracks. Greg has never met a spreadsheet he didn't love.
Greg and his wife have been saving up to move out of the valley and closer to Greg’s job in Culver City. They've found the apartment of their dreams and can move in on the first
of the month, just a day after they return from a Hawaiian vacation planned months ago. With the move needing to happen on the same day they return, Greg wants a way
to schedule each moving task and make sure all details are taken care of in advance. It's important to him that this move goes smoothly and efficiently. Their property manager has invited Greg to use MuvnDay to plan and schedule all the tasks related to his move.
Greg, a new mover who feels anxious about planning a quick move, needs to make arrangements promptly but faces challenges with organizing and handling his special considerations.
How Might We
How might we help Greg organize and resolve all these issues with his move in an efficient and seamless way?
By distilling the information we collected from our user research, we prioritized the features that directly address our main issue:
Organization related to sorting and filtering
Tasks by priority and type
Services by rating and location
Here's what happened when Greg tried to use the current app:
With this Journey Map, we can pinpoint the exact spot where Greg’s frustration begins. His need for order and efficiency is tested by this process where he is unable to simply sign up for an account and get information on a moving company. The effort he must use to figure out the navigation of the app is just not worth it, and Greg leaves.
Because our goal was to streamline the moving process and make it easier, this exercise showed us where to start to help people accomplish their goals in a more organized way.
Similarly, the current user flow highlights the top pain points we gleaned from our research:
Setting up an account and getting quotes from a range of moving company vendors.
In the revised version, we addressed the pain points that were stressing Greg out. He is now able to onboard easily and set up an account without any distractions. From there, he can find the moving company page and filter his options—in this case, by location—to find a company that will fit his needs. He feels a sense of relief to cross that task off his list.
While MuvnDay's IA addresses many basic user functions, a deeper look reveals some key issues: The architecture does not provide that sense of organization our persona, Greg, desires.
Through Card Sorting, we established a hierarchy of the users most important features.
We created lists and noted which items showed up in which columns, more than once. Looking at the categories from Greg's perspective, we decided which items should go on each page based on what would serve Greg best.
With this information, we redesigned the site map and from there, we were able to create low fidelity wireflows.
When we were ready to design, I took on the section with all the information relating to the apartment complex itself:
All contact info for the building
The Required Task page
A Task Detail page
A Floor Plan
Community Bulletin Board
PAPER PROTOTYPE TESTING
Through three rounds of testing, we learned:
Conflict with hamburger menu and footer navigation—seemed to overlap in purpose
Unclear how tasks are ordered
On the Required Tasks page, the user's first inclination was to click on the checkbox, but became frustrated when it wasn't actionable.
User wanted options for how to sort moving companies by feature (distance/price/ratings)
And made these changes:
Moved hamburger menu to footer
Clarified instructions so users know that tasks can be customized and put into any order they choose
Got rid of checkboxes and changed signifier to indicate that the task is complete
Determined whether filter or sort buttons would be
The information we distilled from our paper prototype testing informed the direction we planned to take with each section. We redesigned the wire flows in medium fidelity.
I primarily worked on the Apartment information pages, including the required tasks. As a team, we performed three usability tests with the medium wireflow, and gained these main actionable insights:
Home: I am confused by the layout and navigation
Checklist: I like an easy interface and a way to see my accomplishments
Services: I want the service information to be organized and consistent
Documents: Users expressed the desire to have all their documents in one secure place with easy access for property managers.
Apartment: I need to have a lot of clear/relevant information, less busy, more scannable
Addressing the issues that came up during our mid-fi testing, I added quick links to allow the user to navigate to the page they needed in a simple and easy-to-understand way.
On the apartment page, our persona, Greg, can go to his required tasks, the details on the last task he visited, his floorplan, information about the building itself, a FAQ page, or a Community Bulletin Board where he can communicate with other tenants or the building's management.
This last feature was conceived solely from our research and did not exist in the original app. There was a strong desire from the people we interviewed to have a space where they could get more information about their apartment complex and the surrounding community, and conveniently interact with neighbors as well as management.
I focused on redesigning the apartment information section to make the interface clearer and the user flow easier. In addition
to adding a page for the floor plan, (which was mentioned by a significant percentage of interviewees), I created a section where tenants and managers could communicate and post notices easily and effectively.
Our revised medium fidelity represents the synthesis of all our testing.
Onboarding: Created one flow to make the process simple and relieve confusion.
Completing Tasks: Separated required tasks from suggested tasks so that user has greater, more customizable control
to suit their individual needs
Finding Services: Added filter settings, allowing the user to control variables to create more satisfying results.
As a group we had a design studio session where we each brainstormed different layout designs for the site, and then invited the stakeholder to participate. His insights were helpful in narrowing down our scope and targeting the elements that align most closely with his goals of streamlining the app.
Before moving on to our high-fidelity prototype, our team discussed the design needs and created a style sheet to guide us as we worked. We chose colors that have a soothing, relaxing connotation to give the feeling of comfort and ease. The font was chosen because it had an elegant, streamlined feel.
These are the pages I designed, in keeping with the style guide and the data we applied from the med-fi testing.
Eventually MuvnDay plans to broaden its scope with the intent of being a one-stop-shop for all moving needs—before, during, and after a move—for all involved.
This would include making the app available to users who are not connected to a specific apartment complex or manager. This would greatly increase MuvnDay's customer base and impact on anyone needing help with moving.
The new design provides a clearer, simpler navigation that is more organic and easier to follow. We reworked all user flows and added two new features, the Community Bulletin Board and the Document Storage section, to accommodate the requests of the majority of test users. These changes resulted in a greater sense of satisfaction and control over the process and ultimately, a less stressful move for the user.