Role: Junior product manager (applicant), UXUI Design and Research
Case challenges:
1. More app downloads
2. More traffic in our website
3. Increased leads and buyers for our listings
Present Situation:
27,034 Followers in facebook 5 Stars review from 59 reviewers 8000+ customers served (doing good on marketing to buyers using agents) 100k + app downloads Generally good reviews for services of their agents Usual critical reviews come from UX and app design problems
Themes:
Agents helped in selling and buying users homes/properties.
App support is very responsive (sometimes defensive)
App is not easy to use for DIY
Insights:
App and Website Relationship should be more differentiated and established.
User journey should revolve around their main competency which are agent servicing
as well as pointing people to their other services.
UX reiteration is required for the App to make it DIY friendly and Website should promote this as well as their other services.
Ideal User Journey:
All roads lead to our agents.
Bridging sellers and buyers Bridging Clients to our other services
Defining Website and App relationship and purpose
Website Recommendations
Showcase how the app works and helpful for selling and buying/renting properties Clear and concise action step into an app download Retain instant chat button
App Recommendations
KPI's
Quantitative:
increased downloads increased web traffic
Qualitative:
easier for diy users better word of mouth marketing better client/user retention
Best indicator of success of the reiterations:
Increased agent utilization (quantitative and qualitative)
Better KPI than downloads and web traffic at the end of the day Better indicator for relationship between our services and property sales Better indicator for clients and OMH relationship
Take-away:
This was real glimpse of how UX can lead to better user downloads specially for apps as apps are a dime a dozen, word of mouth and demonstration is of the outmost importance. Usage/purpose should be focused and cannot be made for all aspects. It goes with websites and apps and their relationship. In the case of Ohmyhome, their users ARE the supply and product. The more people they attract to use their apps the more properties they can sell. Utilization of on ground agents, their main USP as seen in the feedback should be maximized not only in selling or promoting products but in guiding through potential users with their DIY and OMH other services.