YOUR HOUSE YOUR HOME
YOUR HOUSE YOUR HOME
YOUR HOUSE YOUR HOME
YOUR HOUSE YOUR HOME
The Purchaser's Snagging Companion
The Purchaser's Snagging Companion
Overview
Overview
Overview
Overview
Overview
Your House, Your Home is an iOS app designed to simplify the snagging process for new homeowners from the moment the property is ready to be snagged to the close of the sale. The app was developed as part of my M.Sc. in Creative Digital Media.
Your House, Your Home is an iOS app designed to simplify the snagging process for new homeowners from the moment the property is ready to be snagged to the close of their sale. The app was developed as part of my M.Sc. in Creative Digital Media.
Your House, Your Home is an iOS app designed to simplify the snagging process for new homeowners from the moment the property is ready to be snagged to the close of their sale. The app was developed as part of the M.Sc. in Creative Digital Media.
Your House, Your Home is an iOS app designed to simplify the snagging process for new homeowners from the moment the property is ready to be snagged to the close of their sale. The app was developed as part of the M.Sc. in Creative Digital Media.
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.
Process
Process
Process
Process
Process
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
- How do purchasers interact with the developer and engage with the snagging process?
- What are the challenges facing the purchaser when snagging?
- What are competitors doing?
- How can the snagging process can be improved?
- How do purchasers interact with the developer and engage with the snagging process?
- What are the challenges facing the purchaser when snagging?
- What are competitors doing?
- How can the snagging process can be improved?
Project Goals
Project Goals
Project Goals
- Allow the user to easily create a snag list of items that require rectification by the Builder/Developer.
- Establish a clear line of communication with the Property Developer to ensure all snag items are rectified in a timely manner.
- Facilitate regular updates from the builder to the purchaser.
- Increase involvement of the purchaser in the snagging process.
- Simplify the snagging process for the purchaser.
- Allow the user to easily create a snag list of items that require rectification by the Builder/Developer.
- Establish a clear line on communication with the Builder/Developer to ensure all snag items are rectified in a timely manner.
- Facilitate regular updates from the builder to the purchase.
- Increase involvement of the purchaser in the snagging process.
- Simplify the snagging process for the purchaser.
- Allow the user to easily create a snag list of items that require rectification by the Builder/Developer.
- Establish a clear line on communication with the Builder/Developer to ensure all snag items are rectified in a timely manner.
- Facilitate regular updates from the builder to the purchase.
- Increase involvement of the purchaser in the snagging process.
- Simplify the snagging process for the purchaser.
- Allow the user to easily create a snag list of items that require rectification by the Builder/Developer.
- Establish a clear line on communication with the Builder/Developer to ensure all snag items are rectified in a timely manner.
- Facilitate regular updates from the builder to the purchase.
- Increase involvement of the purchaser in the snagging process.
- Simplify the snagging process for the purchaser.
Research methods
Research methods
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:
- Incorrect information being relayed to purchasers as a result of a breakdown in communication.
- ‘No official sign off’ created unnecessary issues such as snag items being left incomplete or delays in sale closures.
- Continuous chasing of Developer for snagging timelines and deadlines.
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:
- Incorrect information being relayed to purchasers as a result of a breakdown in communication.
- ‘No official sign off’ created unnecessary issues such as snag items being left incomplete or delays in sale closures.
- Continuous chancing for snagging timelines and deadlines.
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.
- Lack of communication from the developer was highlighted as a major frustration by over 40 per cent of those surveyed.
- 30 per cent of those surveyed highlighted the need for clear snagging timeline.
- Just under a third would like clear guidelines on what snagging covers.
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.
- Lack of communication from the developer was highlighted as a major frustration by over 40 per cent of those surveyed.
- 30 per cent of those surveyed highlighted the need for clear snagging timeline.
- Just under a third would like clear guidelines on what snagging covers.
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.
- Lack of communication from the developer was highlighted as a major frustration by over 40 per cent of those surveyed.
- 30 per cent of those surveyed highlighted the need for clear snagging timeline.
- Just under a third would like clear guidelines on what snagging covers.
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.
- A group of purchasers who had recently purchased and snagged their own property.
- Members of a Residential Association representing purchasers of 200 residential unit built in Dublin since 2015.
Two group interviews were organised.
- A group of purchasers who had recently purchased and snagged their own property.
- Members of a Residential Association representing purchasers of 200 residential unit built in Dublin since 2015.
The following insights were gathered from the focus groups:
- 80% of the focus groups would have liked more regular updates from developer. They felt that they were doing the majority of the chasing.
- All interviewees enlisted the services of a surveyor to snag their property. A majority of these expressed that they should have taken a more active interest in the snagging process. They found additional issues that the surveyors did not identify and as a result they have had difficulty in getting these addressed by the Developer.
The following insights were gathered from the focus groups:
- 80% of the focus groups would have liked more regular updates from developer. They felt that they were doing the majority of the chasing.
- All interviewees enlisted the services of a surveyor to snag their property. A majority of these expressed that they should have taken a more active interest in the snagging process. They found additional issues that the surveyors did not identify and as a result they have had difficulty in getting these addressed by the builder.
ANALYSE
ANALYSE
User Personas
User Personas
User Personas
Examples of primary and secondary personas derived during the course of research.
Examples of primary and secondary personas derived during the course of research.
Customer Needs
Customer Needs
Customer Needs
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
- More regular updates from the Developer.
- Earlier notification of snagging dates.
- Communication between purchaser and Developer seemed to be one-sided. More frequent updates from Developer needed.
- More regular updates from the builder.
- Earlier notification of snagging dates.
- Communication between purchaser and Developer seemed to be one-sided. More frequent updates from Developer needed.
INFORMATION
INFORMATION
- Purchaser did not engage fully with the snagging process. An increased amount of engagement is needed.
- Issues surfaced once sale closed. Hard to remedy them. A need to track these throughout the snagging process.
- Notification of relevant dates in a timely manner.
- Purchaser did not engage fully with the snagging process. An increased amount of engagement is needed.
- Issues surfaced once sale closed. Hard to remedy them. A need to track these throughout the snagging process.
- Notification of relevant dates in a timely manner.
SIGN OFF
SIGN OFF
- Mechanism to obtain official sign off from builder.
- Establish strict deadlines.
- Mechanism to obtain official sign off from builder.
- Establish strict deadlines.
User Flows
User Flows
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.
DESIGN
DESIGN
DESIGN
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:
Snag Now
The essence of the app. This facilitates the in-app snagging and reinspection of the purchaser's property.
Snag Now
The essence of the app. This facilitates the in-app snagging and reinspection the purchaser's property.
Snag Now
The essence of the app. This facilitates the in-app snagging and reinspection of the purchaser's property.
Dashboard
Augments the experience of the user by providing them with more information in relation to their snag list and their property (i.e. whether each item is completed or not).
Dashboard
Augment the experience of the user by providing them with more information in relation to their snag list through additional information on the status of list items (i.e. whether each item is completed or not).
Contact Us
Purchasers highlighted the need for a direct point of contact for any queries. The Contact Us section evolved from this need.
Contact Us
Purchasers highlighted the need for a direct point for any queries. The Contact Us section evolved from this need.
Contact Us
Purchasers highlighted the need for a direct point for any queries. The Contact Us section evolved from this need.
Appointments
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.
Appointments
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.
Appointments
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.
Appointments
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.
Appointments
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.
VALIDATE
VALIDATE
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.
Early prototype testing
Early prototype testing
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
Minimum Viable Product
Minimum Viable Product
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:
- Create and edit their snaglist
- Add images of each issue
- Filter and delete
- Send their snaglist to the builder
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:
- Create and edit their snaglist
- Add images of each issue
- Filter and delete
- Send their snaglist to the builder
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:
- The user can write a snag list of items that require rectification by the Builder/Developer.
- Edit these items if additional details are needed.
- Take multiple photos of issues to provide additional context to snag items.
- The user can send the list to the Developer as soon as the list has been completed.
- Delays associated with the traditional method of creating a list and then submitting after snagging are alleviated through using the app.
- Live information in the form of data visualisations in order to monitor the progress of the work is available through the app.
- The user can write a snag list of items that require rectification by the Builder/Developer.
- Edit these items if additional details are needed.
- Take multiple photos of issues to provide additional context to snag items.
- The user can send the list to the Developer as soon as the list has been completed.
- Delays associated with the traditional method of creating a list and then submitting after snagging are alleviated through using the app.
- Live information in the form of data visualisations in order to monitor the progress of the work is available through the app.
- An adapted workflow to allow the user to reinspect and indicate the status of snag items with minimal effort.
- Establishes a clear line on communication with the Developer to ensure all snag items are rectified in a timely manner.
- Establishes a workflow that both the Developer and the Purchaser have to engage with.
- Helps ensure all snag items are documented accurately and are rectified in a timely manner.
- Facilitate the organisation of snagging and re-inspection appointments through the scheduling function.
- An adapted workflow to allow the user to reinspect and indicate the status of snag items with minimal effort.
- Establishes a clear line on communication with the Developer to ensure all snag items are rectified in a timely manner.
- Establishes a workflow that both the Developer and the Purchaser have to engage with.
- Helps ensure all snag items are documented accurately and are rectified in a timely manner.
- Facilitate the organisation of snagging and re-inspection appointments through the scheduling function.
- An adapted workflow to allow the user to reinspect and indicate the status of snag items with minimal effort.
- Establishes a clear line on communication with the Builder/Developer to ensure all snag items are rectified in a timely manner.
- Establishes a workflow that both the Builder/Developer and the Purchaser have to engage with.
- Helps ensure all snag items are documented accurately are rectified in a timely manner.
- Facilitate the organisation of snagging and re-inspection appointments through the scheduling function.
- An adapted workflow to allow the user to reinspect and indicate the status of snag items with minimal effort.
- Establishes a clear line on communication with the Developer to ensure all snag items are rectified in a timely manner.
- Establishes a workflow that both the Developer and the Purchaser have to engage with.
- Helps ensure all snag items are documented accurately and are rectified in a timely manner.
- Facilitate the organisation of snagging and re-inspection appointments through the scheduling function.
Other Projects
CATS IEWebsite