10. Form
Chat option appears when you are filling
RESEARCH
COMPARATIVE ANALYSIS
Part of the form is
a tick box list
Chat appears
when filling up the
form
Many integrations
for uploading
images
Landlords have a
“responsiveness
score” on their
listing
20. “When I receive a proposal I
immediate look at the
images. Interested only in
the product images”
Manager at US Girls Shoreditch High Street
RESEARCH
INTERVIEWS
22. RESEARCH
PAIN POINTS
THEY DON’T
ALWAYS RECOGNISE
THE BENEFIT OF THE
SERVICE
THEY APPLY FOR
PLACES THAT WON’T
MEET THEIR NEEDS
WHY BOTHER WITH
THE FORM? PHONE
CALL OR EMAIL IS
FASTER
24. I find it difficult
to describe my
brand and the
look and feel of
the space
RESEARCH
PAIN POINTS
Tenant
I get confused
with the
terminology used
25. I find it difficult
to describe my
brand and the
look and feel of
the space
I have to wait
too long to
know if I
booked the
place or not
RESEARCH
PAIN POINTS
Tenant
I get confused
with the
terminology used
31. Stephen, 37 years old
London | Chef
RESEARCH
PERSONAS
Comprehensive
images of the
spaces
More spaces in
good location
Filter spaces by
alcohol license
Organises his own pop-up restaurants
32. Lara, 27 years old
London | Marketing Assistant in big agency
RESEARCH
PERSONAS
Know when
spaces are
available
Excellent
locations
Rent a space for
one or two days
only
Rents spaces for clients’ fashion events
33. Mark, 32 years old
London | Stylist - Handbag Designer
RESEARCH
PERSONAS
Little time or
patience for
searching,
phone calls or
forms
English is not
his first
language
Familiar with
social
networking
services such
as Facebook
and Pinterest
Wants to find a pop-up for selling his products
36. SOLUTIONS
Allow him to complete
his form later
Reorganised the
form questions
according to their
relevance
• Little time or
patience for either
phone calls or forms
41. PROTOTYPE
SCENARIO Mark
Fashion Designer creating a
trendy new range of handbags.
He wants to rent a pop-up space
to promote his new business,
test out how his new products
fare on the high-street
He finds the appear here
website
43. SUMMARY
For the process…
• Made modifications to the filters to allow the tenant to find a more
appropriate space with less help from the concierge
• Altered the use of terminology in the site to manage user
expectations and emotions
• Made sure that information that is important to the landlord is
captured first, thus reducing response times.
44. SUMMARY
For the form…
• Increased the perceived level of control over the application process
for the tenant
• Encouraged the use of visual communication over text and
increased the flexibility of this
• Provided the basis of what could be used for a responsive design
45. SUMMARY
For the dashboard…
• Provided an indicator of the application completion as well as
displaying uploaded content to encourage further action and profile
building
• Designed some improvements to the messaging system so it can
remain on the platform
• Tried some modifications to the navigation to encourage form
completion and to assist with the messaging system
47. NEXT STEPS
• CONCIERGE DASHBOARD
• LOYALTY/REFERRAL PROGRAMS AND PARTNERSHIPS
• RECOMMENDED SPACES
• GLOBAL CHAT
• FIND OUT WHAT AMENITIES ARE MOST CRITICAL