TrackEasy

How might we help users accomplish their goals efficiently while providing a seamless experience?

Project Overview

Client

A New York-based real estate firm where we designed solutions for Closing Administrators and Managers as our primary users.

Problem

There is no standardised way to track Closing Administrator's actions towards progressing real estate transactions. There are delays in processing buyer and seller accounts because their existing tool and communication system isn't efficient enough - requiring a lot of manual effort. With no cadence of tasks in place, there is no way to ensure if the users are performing correct tasks timely and consistently.

Design Process

01

Discovery

Understanding user needs

02

Define

Identifying opportunities

03

Design

Creating solutions and
user journeys

04

Deliver

Testing, refining, and
final delivery

05

Test

Validating solutions with
real users

Understanding the Users

Target Users: Closing administrators

  • • Inspect and verify customer identity through thorough examination and referencing of all documents and identification.
  • • Notify the parties of any missing documents, insurance or other issues that must be dealt with before the closing can be finalised.
  • • Confirm that a title search was properly executed and that the title is in good order.
  • • Determine appropriate follow up schedule with customers according to needs identified.
  • • Communicate with buyers and sellers in a timely manner to streamline transactions
User Research

Discovery and Synthesis

Who

Closing administrators

What

We conducted user interviews as a part of discovery and research and documented insights and feedback using Empathy maps.

When

Biweekly

Why

Using empathy maps helped us to understand user role and their responsibilities, uncover user needs and behaviours. It helped to externalise knowledge about users to create a shared understanding of user needs within team.

How

During each user interview session, we categorised insights into actions, opportunities, pain points and quotes.

Discovery Process

Identifying the most impactful opportunities

The Opportunity Solution Tree (OST) helped us visualize and prioritize the best paths to achieve our desired outcomes, ensuring the team focused on the most impactful opportunities and solutions.

OST Result

The outcome

By mapping out each step in the The Opportunity Solution Tree, we were able to align stakeholders, focus on high-impact initiatives, and ensure our efforts were directly tied to achieving our desired business and user outcomes.

OST Outcome

Design Flow

What

Design flows are diagrams that display the complete path a user takes when using a feature.

Why

  • • To move from ambiguity to clarity
  • • Identify gaps, problems and opportunities
  • • Encourage team collaboration to create a shared understanding of architecture within team
  • • Validate assumptions

How

We did this by laying out the user's movement through the feature, mapping out possible steps the user takes—from entry point right through to the final interaction.

Design Flow Diagram

User Feedback Synthesis

We conducted user feedback sessions on a bi-weekly basis where we documented and categorised user insights into:

  • PAIN POINTS
  • DOING/SEEING
  • WANTS/DESIRES
  • FEELING
  • ASSUMPTIONS
  • QUESTIONS

This process helped us to:

  • • Raise questions/assumptions
  • • Align with user needs and expectations with each design iteration
  • • Review feasibility of needs goals with the engineering team
  • • Record key details for team reference
  • • Track progress towards achieving our ultimate project outcome
User Feedback Synthesis

Design Prototype

Outcome

Using this product, the number of accounts that users processed increased from 30- 35 accounts/day to 45-50 accounts/day. Thus, the efficiency of the closing administrators improved by 42%, resulting to a significant boost in the company revenue.

42%

efficiency increase

45-50

Daily accounts processed per user

15-20

Net increase in daily account processing per user

Takeaways

Want to create intuitive experiences for real human needs?

Let's work together.