Major Property Rental Org. – Let Yourself In Remodel

gravity9’s User Experience team analyzed the current customer experience, mapping the journey and conducting stakeholder interviews to identify key pain points. They then proposed a re-imagining of the service through storyboarding and conceptual prototypes, providing a basis for the development team to then create an improved Let Yourself In service.

The re-imagined experience reduced key steps in the login and verification process and provided better guidance throughout the process, advising users of what to expect as they use it and enhancing scammer protection. This reduced customer friction and the interaction cost to achieve the goal of viewing a potential new home.