Project background: An entry-level B2C product meant to be a gateway to other corporate relocation services. The idea was to upsell from this entry package and market more finely tuned services from within. In an e-learning format, the product helps people relocate for work.
Mid-fi mockup highlights
Early ideation and roadblocks
Introduction
When I was brought onto this project, we had one main objective: sell a product that caters to the individual rather than the corporate packages we sell. DwellWorks started this initiative to expand beyond RMCs (relocation management companies) toward individuals.
Early ideas
One idea was a video guide sent at regular intervals. Another was a flip-through digital guide. But no idea stuck as hard as a mini e-learning platform.
It lets users go at their own pace, and it removes a lot of heavy lifting for complicated features on our end.
Roadblocks
After iterating through several dozen versions of the platform, we settled on a concept called “Your Journey” that binds the content to the user’s schedule: a simple timeline that encourages timely reading and also shows the user their deadlines.
Customization
Everybody is different, so we asked the user who they are
One concern raised with the team was the inflexibility of the product we had built. It couldn’t accommodate the wide variety of travelers who used our services.
To understand which travel concerns needed addressing, we ran many interviews about what was missing from other products and what could ease those concerns.
We built a two-part solution: one systemic, and a questionnaire added to the guide. The systemic change was a housing request form filled out before the product is activated. The questionnaire lets the guide automatically assign content to different users, for example people with or without pets, and people moving with families or on their own.