Category
User Experience
Belmondo bv.
Study Case
Employee Journey
An employee journey app that is usable throughout the entire employee journey.
Work
Brand Design
UI & UX
Product Design
Client
Belmondo bv.
Category
Work
Client
The introduction of the Housing Act (2015) has shifted the focus of housing corporations to affordable housing, resulting in a decline in resident engagement in Rotterdam, which is important for the livability and rentability of the neighborhood. Therefore, Woonstad Rotterdam has focused on the new housing complex Malieklos and is seeking digital tools to improve resident engagement and aftersales, thus ensuring tenant satisfaction.
To find solutions to the problem, I conducted research to understand and define the problem more precisely. This included desk research to analyze the vision and mission of Woonstad. Additionally, I investigated after-sales practices and explored strategies to motivate and persuade people, as well asengaging stakeholders.
There is no after-sales; that's why I created a persona based on the existing service to gain insights. My research indicates that many residents do not master the Dutch language well, which leads to issues with understanding and obtaining information. The persona also reveals difficult processing and feedback of notifications.
I have also developed a persona for the second largest group in Malieklos, namely elderly individuals dealing with health issues. They also encounter challenges in the handling of their notifications, and due to their health problems, they are hesitant to make notifications promptly, which results in insufficient access to necessary information.
Because the after-sales service actually merges with the regular service, where residents take the initiative themselves.The main conclusion that can be drawn is that resident engagement decreases until the resolution of the issue, this is due;
•A lack of information provision.
•Long waiting times or no response.
•The feeling of not being taken seriously.
•Perceived high barrier.
Additionally, based on my research, I have developed guidelines to ensure that my design meets the users' needs:
1.Provide appreciation.
2. Give control over the situation.
3.Offer safety.
4.Provide a personalized approach.
5.Remove language barriers.
I have conducted multiple brainstorming sessions, from which three concepts have emerged. During this process, I took into account the design guidelines using a Harris profile. Finally, I tested the concepts with the target audience and presented them to the client.
I have conducted multiple brainstorming sessions, from which three concepts have emerged. During this process, I took into account the design guidelines using a Harris profile. Finally, I tested the concepts with the target audience and presented them to the client.
I have also developed a persona for the second largest group in Malieklos, namely elderly individuals dealing with health issues. They also encounter challenges in the handling of their notifications, and due to their health problems, they are hesitant to make notifications promptly, which results in insufficient access to necessary information.
I also conducted a test with the residents of Malieklos regarding the language design guidelines. Language presents a significant barrier to not using the app.
Key insights include:
•Residents appreciate icons as they quickly convey meaning.
•Language will always remain an issue,
but progress has been made towards accessibility
The introduction of the Housing Act (2015) has shifted the focus of housing corporations to affordable housing, resulting in a decline in resident engagement in Rotterdam, which is important for the livability and rentability of the neighborhood. Therefore, Woonstad Rotterdam has focused on the new housing complex Malieklos and is seeking digital tools to improve resident engagement and aftersales, thus ensuring tenant satisfaction.
To fine-tune the prototype, I performed some user tests. I checked, among other things, whether the target group understands the concept and I also tested the app for language by means of. of image. I have also tuned the app to the style guide of Woonstad Rotterdam.
•The respondents indicate that they.
want to use the app.
• Currently, there is no initiative from
Woonstad, which raises some skepticism.
• The purpose of the app should be a bit clearer.
Following the previous test, I created onboarding screens to clearly convey the app's purpose. I tested the app, including the onboarding screens, with the target audience. I conducted a focus group to have them go through the app. Based on this, I observed the target audience and asked questions.
Insights:
• Respondents confirm that the purpose of the app is clear.
• The barrier to posting anonymous messages has been removed.
• Residents see the benefit of the app and would like to participate.
The "Malielkos Wonen" application emerged from tests and research. This app serves as an information resource for Malielos residents, particularly shortly after they move in, and also functions as a communication tool for all their questions and reports.
The aim is to contribute to the residents' well-being by providing them with reliable information. Additionally, the app offers a safe environment where they can voice their concerns and be acknowledged.
Woonstad Rotterdam plans to implement my app concept in new residential complexes during the after-sales period. The app's potential extends beyond this context, with a few recommendations for its use: While initially intended for after-sales, my app concept could also serve communication between Woonstad and Malieklos residents in the future.Testing the app over an extended period would determine its overall utility and benefit to all users.
Users feel supported only in the short term, focusing on a specific part of the employee journey, namely company events. This results in a limited period of engagement with their employer and lack of support throughout the entire employee journey.
Numerous employee apps exist in the market. As part of my research and for inspiration in further developing the native app, I conducted a comprehensive analysis of various competitors, both visually and conceptually.The analysis shows that all of them use progress displays and outcome visualization in their tasks. Blue is a common color in the apps, and most apps promote a friendly introduction to the company where usersare employed.
To gain a better understanding of the target audience, I created personas and a user journey.
I have also created a user journey for the current process, and from the user journey, the following points emerged:
• Currently lacking user involvement in pre-activities.
•Onboarding incorporates engagement elements like chat and task lists, yet user desire for progress tracking has been evidenced.
•Key post-experience touchpoint includes employee feedback, to-do lists, colleague chat, and company news, but lacks support for individual professional growth.
Uit mijn onderzoek zijn zijn drie punten gekomen:
1.Persoonlijke ontwikkeling
2.Inzicht ontwikkeling
3.Waardering
I reviewed the current app features and created a site map based on them. I examined how to implement strategies obtained from my research into the app.
From the sitemap, I began brainstorming how the app will look. I did this by creating sketches of the app.
I designed an app that focuses on personal development, integrated with a timeline feature that supports the entire employee journey.
During my research, personal development emerged as the top priority. To highlight this within the app, I implemented various features. At the center of the app, users can access key aspects of their personal growth, such as courses and tasks. Additionally, the timeline and chat functions enhance user engagement within the company. The final product, along with my research, served as a foundation for further app development.
Currently, Mia's Sweets lacks a distinct brand identity, and customers aren't quite sure about Mia's Sweets' offerings.
In the previous Mia's Sweets logo, the brand identity isn't clearly evident. Furthermore, the logo doesn't distinguish itself from other bakeries. Mia's Sweets represents handmade delights with an Arabic touch. This inspired the current logo.
I've kept Mia's Sweets packaging simple in the colors of the style guide i've made.
I've kept Mia's Sweets packaging simple in the colors of the style guide i've made.
In the previous Mia's Sweets logo, the brand identity isn't clearly evident. Furthermore, the logo doesn't distinguish itself from other bakeries. Mia's Sweets represents handmade delights with an Arabic touch. This inspired the current logo.
The design of Mia's Sweets website is tailored to user needs while maintaining visual consistency with the brand's other elements.
To meet customer demands, an Instagram wall is integrated on the homepage, allowing visitors to find inspiration for their own sweets.
Additionally, a clear CTA button in the header provides access to the menu for further inspiration.
A selection of products with starting prices is also displayed on the homepage, addressing the frequent customer request for price information. This makes the offerings more transparent and easily accessible for visitors.
