REputation hero

Video walk-through below

Client Hero Creative (Class Project)

Target Team 

Mark Painter, Hannah Perkins & Peter Ogden

The Challenge

Hero Creative wants to create a tool for their large list of clients in the real estate industry to cure a major pain point, reputation management.

Goal 

Create a better and more intuitive user experience for property managers to reply to online reviews.

Project Duration 3 weeks.

Solution

The new design will enable users to reply to all of their property reviews in one convenient place, while keeping track of their workflow.

My Role

I worked as a UX designer, researcher, usability tester and presenter. While we worked as a team on many aspects of the process, I took the lead on app research, prototype creation and visual design.

Case Study

 

Your reputation is worth money.

  • 90% of people are influenced by positive online reviews

  • 86% are influenced by negative online reviews

  • One star difference in review rating can impact business revenue by 5-9%

I continued my research by conducting a competitive analysis using the top social media management applications. All three do things well, but they all had limitations to what kinds of social media sites the applications could post too.

 

Interviews

 

We continued our research by talking to the people who use these products on a daily basis. Through those interviews we mapped user behaviors and gained insights into who the user was and how they wanted to complete the tasks before them.

Pain points

  • I don't have a way to track workflow.

  • logging in and out of review sites is a hassle.

5 of 7 said they didn't have an efficient way to track workflow.

 

PLAN

 

We created two persona hypothesis' based on the data from our Affinity Map to cover the two distinctly different users we interviewed. The personas helped us keep the users goals in mind during the design phase.

 
 

Below is the User Flow I created to visualize the tasks that needed to be completed.

 

Reputation Hero User Flow

 
 

design

 

We then entered the sketching and designing phase = my favorite part!

First we did a sketch charrette, and then went to the whiteboard to work as a team on the final touches. Once all of the major issues were sorted out, I did a low fidelity mockup and prepared for testing.

 
 

Wireframe sketching

Whiteboarding

Low fidelity wireframe prototype

 
 

Solution

Video walk through of final prototype.

 
 
 

Testing & Iterating

Three rounds of testing with six people testing in each round. All changes made were between rounds reflect user feedback.

Round one

The first round of testing revealed that the word "task" wasn't easily understood. So we went with the more common mind-map of email, and switched the phrasing from "create task" to "forward" and then changed "task" in the top navigation to "messages."

Round two

Round two validated the change of terms and helped refine the notification of new messages. Users were drawn to the red number alerts but were confused by the word "Pending" in the status of the review. Sticking with the mind map of email, we switched the term to "New Message." 

Round three

In round three, the on-boarding section was tested. The congratulations page, and the add a property manager page both had some issues. There was too much going on with the first congratulations page so it was cleaned up and the actions/buttons were color coordinated and placed in a more conventional way. The assign manager to property page, needed permissions to be added and the buttons were simplified.

 

Next Steps

  • Test the “Reports” tab with regional managers

  • Build out “Settings” tab, then test and iterate

  • Look into gathering data from Google and Yelp

  • Roll out live testing with tech savvy property managers

 

Success Metrics

  • Increases in star rating per property

  • Number of clients using the new tool

  • Income generated by up selling services to clients using Reputation Hero

 
 
 

MEET THE TEAM

Mark Painter, Peter Ogden and Hannah Perkins