Mission: To make the Overall Home-buying Experience a Breeze

Problem: High Bounce Rates and Lower Retention were affecting badly with our overall lead conversions.

Most of the “Extra Features” were almost undiscovered by the users.

Fast Forward: Design Team to the Rescue.

We decided to understand the problem. We wanted to understand real reason of high bounce rates, because from first glance it all seemed well. We had just one button on Homepage i.e. “Get Started” and it was quite clear what we wanted users to do. Don’t confuse users, be clear, they say, Right?

Maybe that’s not how it works in Home-buying. We wondered…

Hence we created a complete plan to talk to actual users, dig for clues in our endless analytics data

and involved other indirect stakeholders to probe the problem.

Process we Adopted

We adopted a standard Lean Data Informed Design Process. We made a strict policy of No-Assumptions until we finish the User Research stage and Unlearned in order to get insights from the process that we never had before.

We made sure to connect with the user on empathetic level to help them help us design a better experience for them.

It was continous loop where we often jumped back into sketching stage to come up with better iterations.