The Purchaser's Snagging Companion
The Purchaser's Snagging Companion
I worked as a Residential and Sales Marketing Manager with a prominent Dublin property developer for a period of 3 years. The coordination of the snagging process between the purchaser and the onsite construction team was one of my main responsibilities. A significant percentage of purchasers had difficulities engaging with or completing the snagging of their new property.
Your House, Your Home was developed with the needs of the purchaser at its core while also adhering to business objectives such as providing excellent customer service, builiding properties of the highest standard and completing the conveyancing process in as timely a manner as possible.
I worked as a Residential and Sales Marketing Manager with a prominent Dublin property developer for a period of 3 years. The coordination of the snagging process between the purchaser and the onsite construction team was one of my main responsibilities. A significant percentage of purchasers had difficulities engaging with or completing the snagging of their new property.
Your House, Your Home was developed with the needs of the purchaser at its core while also adhering to business objectives such as providing excellent customer service, builiding properties of the highest standard and completing the conveyancing process in as timely a manner as possible.
I worked as a Residential and Sales Marketing Manager with a prominent Dublin property developer for a period of 3 years. The coordination of the snagging process between the purchaser and the onsite construction team was one of my main responsibilities. A significant percentage of purchasers had difficulities engaging with or completing the snagging of their new property.
Your House, Your Home was developed with the needs of the purchaser at its core while also adhering to business objectives such as providing excellent customer service, builiding properties of the highest standard and completing the conveyancing process in as timely a manner as possible.
UNDERSTAND
UNDERSTAND
UNDERSTAND
Problem statement
Problem statement
Problem statement
Extensive research was carried out in the form of but not limited to user interviews, focus groups, surveys, competitor analysis to establish user personas, their needs and app functionality.
Extensive research was carried out in the form of but not limited to user interviews, focus groups, surveys, competitor analysis to establish user personas, their needs and app functionality.
It was apparent from my day to day interactions with purchasers' that their snagging experience was not as efficient as it could be. This cast a shadow (for the purchaser) on the purchasing process as a whole. I identified a gap in the process for a mobile application to assist individual purchasers with the snagging of their properties.
It was apparent from my day to day interactions with purchasers' that their snagging experience was not as efficient as it could be. This cast a shadow (for the purchaser) on the purchasing process as a whole. I identified a gap in the process for a mobile application to assist individual purchasers with the snagging of their properties.
It was apparent from my day to day interactions with purchasers' that their snagging experience was not as efficient as it could be. This cast a shadow (for the purchaser) on the purchasing process as a whole. I identified a gap in the process for a mobile application to assist individual purchasers with the snagging of their properties.
Focus Points
Focus Points
Focus Points
Focus points
Current Snagging Process
Current Snagging Process
Current Snagging Process
Current Snagging Process
The snagging process involves numerous individuals such the office administrator, the purchaser and the onsite construction staff. The filing system at present is predominantly paper based; with e-mail being used as the primary means of communication. As a direct result of so many people being involved in the process and the absence of a central documentation system problems highlighted by purchasers included:
The snagging process involves numerous individuals such the office administrator, the purchaser and the onsite construction staff. The filing system at present is predominantly paper based; with e-mail being used as the primary means of communication. As a direct result of so many people being involved in the process and the absence of a central documentation system problems highlighted by purchasers included:
The diagram depicts an overview of the snagging process.
What might seem like a relatively straight forward process contains many steps. If one step is not completed this can hinder the progress of snagging and ultimately the sale.
The diagram depicts an overview of the snagging process.
What might seem like a relatively straight forward process contains many steps. If one step is not completed this can hinder the progress of snagging and ultimately the sale.
The diagram depicts an overview of the snagging process.
What might seem like a relatively straight forward process contains many steps. If one step is not completed this can hinder the progress of snagging and ultimately the sale.
User Surveys
User Surveys
Two rounds of user surveys were distributed during the early research stage.
The first round of surveys were sent to forty individuals who have purchased and snagged a property or who will be going through the process in the near future. Twenty people completed the survey and the following outcomes were derived from the answers.
At this stage I wished to gauge the interest in: A) A mobile snagging app. B) If purchasers felt competent to create their own snaglists?
Two rounds of user surveys were distributed during the early research stage.
The first round of surveys were sent to forty individuals who have purchased and snagged a property or who will be going through the process in the near future. Twenty people completed the survey and the following outcomes were derived from the answers.
At this stage I wished to gauge the interest in: A) A mobile snagging app. B) If purchasers felt competent to create their own snaglists?
Two rounds of user surveys were distributed during the early research stage.
The first round of surveys were sent to forty individuals who have purchased and snagged a property or who will be going through the process in the near future. Twenty people completed the survey and the following outcomes were derived from the answers.
At this stage I wished to gauge the interest in: A) A mobile snagging app. B) If purchasers felt competent to create their own snaglists?
Q. Would the use of a mobile application to assist with snagging a property
Q. Would the use of a mobile application to assist with snagging a property
Q. Would you feel competent to create your own snag list?
Q. Would you feel competent to create your own snag list?
As displayed in chart 1A the majority would be happy to use a mobile application to assist with the snagging process but only just over 50% of those surveyed would be comfortable snagging a property themselves.
As displayed in chart 1A the majority would be happy to use a mobile application to assist with the snagging process but only 50% of those surveyed would be comfortable snagging a property themselves while another 33.33% would consider it.
Focus Groups
Focus Groups
Two group interviews were organised.
Two group interviews were organised.
The following insights were gathered from the focus groups:
The following insights were gathered from the focus groups:
ANALYSE
ANALYSE
Examples of primary and secondary personas derived during the course of research.
Examples of primary and secondary personas derived during the course of research.
The purchasers needs identified during the course of research were organised under the following headings:
The purchasers needs were organised under the following headings:
The purchasers needs were organised under the following headings:
COMMUNICATION
COMMUNICATION
INFORMATION
INFORMATION
SIGN OFF
SIGN OFF
User Flows
Exercises such empathy maps, user journeys, experience mapping and establishing a user mental model were carried out to gain further understanding of the main users.
Exercises such empathy maps, user journeys, experience mapping and establishing a user mental model were carried out to gain further understanding of the main users.
Below is section of the experience map drafted for the primary persona:
Below is section of the experience map drafted for the primary persona:
Below is section of the experience map drafted for the primary persona:
Affinity Diagram example using Mural for the primary persona Ann Johnson.
Affinity Diagram example using Mural for the primary persona Ann Johnson.
An Agile and iterative approach was taken to designing Your House, Your Home. Designing and testing of possible features began in the early stages of research and analysis. Design and development of the app was broken into four week cycles. The fact that I was designing and developing the application led to the month long sprint cycles.
An Agile and iterative approach was taken to designing Your House, Your Home. Designing and testing of possible features began in the early stages of research and analysis. Design and development of the app was broken into four week cycles. The fact that I was designing and developing the application led to the month long sprint cycles.
An Agile and iterative approach was taken to designing Your House, Your Home. Designing and testing of possible features began in the early stages of research and analysis. Design and development of the app was broken into four week cycles. The fact that I was designing and developing the application led to the month long sprint cycles.
An Agile and iterative approach was taken to designing Your House, Your Home. Designing and testing of possible features began in the early stages of research and analysis. Design and development of the app was broken into four week cycles. The fact that I was designing and developing the application led to the month long sprint cycles.
Overview of design timeline:
App Functionality
App Functionality
App Functionality
The main objective of the app is to allow purchasers to create their own snaglist. However, it became apparent through user research and prototype testing that there were other painpoints that needed to be addressed. This is a summary of the finalized app functionality:
The main objective of the app is to allow purchasers to create their own snaglist. However, it became apparent through user research and prototype testing that there were other painpoints that needed to be addressed. This is a summary of the finalized app functionality:
The appointment section of the app is used by the purchaser to arrange snagging appointments and subsequent re-inspection appointments. These workflows are triggered by the builder notifying the purchaser that the property is ready to snag or ready to reinspect.
The appointment section of the app is used by the purchaser to arrange snagging appointments and subsequent re-inspection appointments. These workflows are triggered by the builder notifying the purchaser that the property is ready to snag or ready to reinspect.
The appointment section of the app is used by the purchaser to arrange snagging appointments and subsequent re-inspection appointments. These workflows are triggered by the builder notifying the purchaser that the property is ready to snag or ready to reinspect.
The appointment section of the app is used by the purchaser to arrange snagging appointments and subsequent re-inspection appointments. These workflows are triggered by the builder notifying the purchaser that the property is ready to snag or ready to reinspect.
The appointment section of the app is used by the purchaser to arrange snagging appointments and subsequent re-inspection appointments. These workflows are triggered by the builder notifying the purchaser that the property is ready to snag or ready to reinspect.
Each of these features evolved from a similar design process of sketching, wireframing, invision prototypes and finally coded prototypes.
Each of these features evolved from a similar design process of sketching, wireframing, invision prototypes and finally coded prototypes.
Sketches
Sketches
Examples of some early sketches of the home screen, onboarding and methods of creating a snaglist.
Examples of some early sketches of the home screen, onboarding and methods of creating a snaglist.
Wireframes
Wireframes
Wireframes
Some wireframes created using Balsamiq.
Some wireframes created using Balsamiq.
High fidelity Prototypes
Hi-fidelity Prototypes
High fidelity Prototypes
High fidelity Prototypes
High fidelity Prototypes
Numerous prototypes were designed during sketch, experimenting with different layouts, colours and features.
Numerous prototypes were designed during sketch, experimenting with different layouts, colours and features.
Numerous prototypes were designed during sketch, experimenting with different layouts, colours and features.
Numerous prototypes were designed during sketch, experimenting with different layouts, colours and features.
Eight rounds of user testing were carried during the course of development. A MVP was developed for each round and the user feedback directly influenced the development of each iteration. Testing was carried out using paper prototypes, invision prototypes and coded prototypes with users using their own devices where possible.
Eight rounds of user testing were carried during the course of development. A MVP was developed for each round and the user feedback directly influenced the development of each iteration. Testing was carried out using paper prototypes, invision prototypes and coded prototypes with users using their own devices where possible.
Paper Prototype testing
Paper Prototype testing
Initial rounds of testing were run using paper prototypes.
They concentrated on the main app feature: Creating a snaglist.
Initial rounds of testing were run using paper prototypes.
They concentrated on the main app feature: Creating a snaglist.
High fidelity Prototype Testing
High fidelity Prototype Testing
High fidelity Prototype Testing
The user findings from paper prototypes were used in the development of high fidelity prototypes. Users tested these on their own devices where possible.
The user findings from paper prototypes was used in the development of hi-fidelity prototypes. Users tested these on their own devices where possible.
A/B Testing
A/B Testing
A/B Testing was used as well as task based and usability testing methods to make some key decions during the course of development. One key example of this influenced the UI of the app.
As snagging is a service overseen by the Developer, a number of testers from Round 4 of testing suggested that the app should be branded with development branding. I incorporated the branding of a recently launched Dublin development into the 5th design iteration. This promoted a sense confidence in the app amongst testers and provided a tangible connection between the app and the property the purchaser was buying.
A/B Testing was used as well as task based and usability testing methods to make some key decions during the course of development. One key example of this influenced the UI of the app.
As snagging is a service overseen by the Developer, a number of testers from Round 4 of testing suggested that the app should be branded with development branding. I incorporated the branding of a recently launched Dublin development into the 5th design iteration.
This promoted a sense confidence in the app amongst testers and provided a tangible connection between the app and the property the purchaser was buying.
The Result
The aim of this app was to develop a platform to assist the purchaser of a residential property with the snagging and re-inspection of their property, prior to the completion of Sale. This has been achieved in the submitted version the artefact. The user has access to a pre-populated list of rooms which corresponds with the unit type they have purchase.
The aim of this app was to develop a platform to assist the purchaser of a residential property with the snagging and re-inspection of their property, prior to the completion of Sale. This has been achieved in the submitted version the artefact. The user has access to a pre-populated list of rooms which corresponds with the unit type they have purchase.
The aim of this app was to develop a platform to assist the purchaser of a residential property with the snagging and re-inspection of their property, prior to the completion of Sale. This has been achieved in the submitted version the artefact. The user has access to a pre-populated list of rooms which corresponds with the unit type they have purchase.
Features
Features
Based on testing results and users feedback the following features were refined and developed:
Based on testing results and users feedback the following are a selection of features refined and developed:
The main functionality the 'Snag Now’ page has undergone the greatest transformation over the course of development. Development was cogniscent of the established mental model of the user in relation to the snagging process. Following eight rounds of testing and iteration the layout of the Snag Now page was finalised. It allowed users to:
As the main functionality the 'Snag Now’ page has undergone the greatest transformation over the course of development.
Development was cogniscent of the established mental model of the user in relation to the snagging process. Following eight rounds of testing and iteration the layout of the Snag Now page was finalised. It allowed users to:
It was a balancing act between overloading the user with information and providing them with adequate assistance in completing tasks.
Templates with information tailored to the purchased unit are provided to each user.
It was a balancing act between overloading the user with information and providing them with adequate assistance in completing tasks.
Templates with information tailored to the purchased unit are provided to each user.
It was a balancing act between overloading the user with information and providing them with adequate assistance in completing tasks.
Templates with information tailored to the purchased unit are provided to each user.
Users need to re-inspect as well as snag their property.
The addition of a check box is added to each list item once the property is ready to be re-inspected. The user can easily indicate whether an item has been completed or not.
Users need to re-inspect as well as snag their property.
The addition of a check box is added to each list item once the property is ready to be re-inspected. The user can easily indicate whether an item has been completed or not.
Users need to re-inspect as well as snag their property.
The addition of a check box is added to each list item once the property is ready to be re-inspected. The user can easily indicate whether an item has been completed or not.
Critical Success Factors
Critical Success Factors
The Critical Success Factors that validate that this MVP has been achieved are as follows:
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