Resooma is an online platform that simplifies the process of finding accommodations across the UK for students and professionals. In 2019, the company expanded its services by launching Resooma Bills, which facilitates the management of utility bills for both tenants and landlords. To encourage users to sign up for Resooma Bills, the platform offers a free product on its website that allows users to receive a quote for their household bills if they decide to use Resooma Bills.
The "Get a Quote" flow for Resooma Bills needed improvement to better engage users and encourage them to sign up for the platform. The previous flow resulted in a high churn rate and left users unsure of the value Resooma Bills could provide. The goal of the project was to address these issues by refining and optimizing the "Get a Quote" experience, reducing the number of steps required, providing a clear sense of progress, and communicating the benefits and value of Resooma Bills in a compelling way. Ultimately, these improvements aimed to increase user engagement, reduce churn rate, and drive adoption and retention, thereby enhancing Resooma's position in the market and improving its revenue potential.
The aim was to identify and address any issues or obstacles that might be discouraging users from completing the process. By doing so, the goal was to make the "Get a Quote" flow more user-friendly and appealing to users, ultimately increasing the likelihood of them completing the process.
By improving the "Get a Quote" flow, the goal was to reduce the churn rate and retain more users over time. This would improve the platform's sustainability and growth potential, ultimately leading to better business outcomes.
By making the platform more valuable and relevant to users, the aim was to increase user engagement, which would drive adoption and retention. This would make Resooma a more competitive player in the market and enhance its overall reputation.
By reducing the number of steps required and making the process faster and more efficient, Resooma aimed to make the "Get a Quote" process more user-friendly and appealing to users. This would reduce user frustration and increase the likelihood of users completing the process.
By guiding users through the process with a progress bar and other user interface improvements, the goal was to increase user motivation and reduce the likelihood of users abandoning the process.
By improving the "Get a Quote" flow and communicating the value of Resooma Bills, the aim was to increase the number of users who signed up for the platform. This would improve Resooma's user base and revenue potential, leading to better business outcomes.
By achieving these goals, Resooma aimed to have a significant impact on its business by improving user retention, engagement, and revenue potential. Ultimately, these improvements would enhance Resooma's position in the market and lead to better business outcomes.
To better understand Resoomabill's target audience, I conducted a market research analysis to gain insights into their demographics, psychographics, and behaviors. This information helped guide the design process by enabling us to create user personas and customer journey maps
Together with Resooma's product manager, we developed user personas to gain a deeper understanding of Resoomabill's target audience and their needs. This helped guide the decision-making process when designing the "Get a Quote" flow.
To gain a better understanding of the user experience, we created a customer journey map to identify users' pain points and empathize with their experiences.
Creating an information architecture helped us decide what information to include and where to place it. It also allowed us to remove any unnecessary information, thus reducing the complexity of the quote process
UI prototypes were used to test and refine the usability and user experience (UX) of the quote flow. They also allowed stakeholders to evaluate the design early and identify any potential issues, making it an essential part of the design process
Users required clear and concise information that would help them understand the value proposition of Ressomabills.
Users needed an intuitive and user-friendly design that would make it easy for them to navigate the quote process.
Users needed an informative design that would provide them with the necessary information to make informed decisions on their bills.
Users needed a design that would showcase the unique features and advantages of Ressomabills.
Users needed a seamless quote process that would enable them to easily understand the value of Ressomabills.
After several rounds of iteration and revision, I meticulously refined the quote flow design to create the most optimal solution possible. The end result allows users to effortlessly obtain quotes for their utility bills while simultaneously gaining knowledge about Resoomabills' platform and the advantages it offers
To initiate the process of obtaining a utility bill quote, users must provide their tenancy and house details. This information will be used to generate an accurate estimate of their utility costs.
Next, users will be prompted to select the specific utility categories for which they would like to receive a quote. This step allows users to customise their quote to their specific needs and preferences.
Next, users will be prompted to select the specific utility categories for which they would like to receive a quote. This step allows users to customise their quote to their specific needs and preferences.
Once the user has completed the form and received their final quote, they will be prompted to invite their housemates to add their residency details to the quote. This step ensures that the final quote accurately reflects the needs and preferences of all household members, and can help to avoid any discrepancies or misunderstandings about utility costs.
Once users have successfully invited their desired housemates to the Resooma platform, the last crucial step in securing their ideal property is to enter their payment details. This is a vital component of the booking process, as it allows Resooma to seamlessly handle the financial transactions associated with the tenancy agreement.
Working in close collaboration with Resooma's project manager, we were able to create a seamless and user-friendly "get a quote" experience that Resooma's development team successfully implemented. Through this process, I gained valuable insights as a designer, and took away some key learnings:Firstly, I learned that listening to user feedback is always valuable. Even if you already know about a particular issue, user feedback can help to pinpoint the specific nuances and can also be used to gain buy-in from the rest of the organization.Secondly, I discovered that pursuing low-hanging fruit can yield great results. In the initial stages of the project, I thought the problem was too obvious for no one to have attempted to solve it already. However, I persevered and discovered that it was, in fact, a major issue and presented a huge opportunity.
