The Problem
AvalonBay sought the development of a custom technology solution to enable a transformational shift in how prospective customers interact with AvalonBay properties and communities. The process of identification, selection, application, and lease signing for new tenants was disjointed and required manual, high-labor procedures from administrators.
The Solution
Apartment search & selection process.
Application to leasing process.
The Process
1. Four–Day Workshop
Our initial workshop phase consisted of whiteboarding exercises during which my team and I collected information from key business stakeholders regarding goals, pain points, past documentation, and features.
2. Competitor Analysis
I researched and created this analysis to demonstrate how both the current and future states of the product compare to other leaders in the industry.
3. Target Persona Set
I synthesized our discovery findings to target five main users. These users combined carried the most friction on their user journeys and would benefit the most from this product revamp.
4. Ideal State Journey Map
After four workshop sessions, our understanding of the current process as well as its needs led me to create this multi-user flow to illustrate how our recommend changes would touch the entire process even through the search process and application’s many exchanges of hands.
5. High-Fidelity Wireframes
As the primary individual contributor, I maintained an Agile approach to creating each epic, collaborating with the client and subject matter experts closely to produce effective and delightful flows and UI, beginning with both desktop & mobile wireframes.
6. Ideal State Designs
My final designs guide applicants through the complete search to lease flow via a cohesive, delightful experience on any device.
