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Similar to Appear Here - Rent vacant space across the UK
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Appear Here - Rent vacant space across the UK
- 1. MANUEL CAPURSO HUGO CAMACHO PHIL BURLING
- 2. AGENDA 1.Unpacking the problem 2.Research 3.Prototype 4.Summary / next steps
- 4. Information entered is often extraneous or incomplete THE FORM PROBLEM Tenants have trouble filling in the form
- 5. Tenant Concierge Landlord ? ? ? THE FORM PROBLEM
- 6. Objective success metrics 1 Reduce number of follow-up communications 2 Reduce landlord response time THE FORM PROBLEM
- 7. Users don’t have a reason to come back to the website once they submit their enquiries @ DASHBOARD PROBLEM
- 8. PROBLEM Objective success metrics Increase the subsequent logins Dashboard
- 9. RESEARCH
- 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
- 11. Dashboard RESEARCH COMPARATIVE ANALYSIS Referrals page Upload an introduction video about yourself or your place "Your trips" show former and current bookings "My Business" page Referrals page Project page to create different pop up projects
- 14. 42 responses RESEARCH SURVEY RESULTS 90% rented 10% leased a pop up space average age 36-45 yo
- 15. LOCATION IS FUNDAMENTAL RESEARCH SURVEY RESULTS PRICE IS IMPORTANT 62% 35%
- 16. RESEARCH SURVEY RESULTS 76% 51% USE PINTEREST WANT TO PROVIDE THE LANDLORD WITH IMAGES
- 17. “360 degree image would be ideal when I’m looking for spaces” Tenant in Redchurch Street Shop RESEARCH INTERVIEWS
- 18. “I’d like to know the previous events organised in that particular shop” Tenant in Redchurch Street Shop RESEARCH INTERVIEWS
- 19. RESEARCH INTERVIEWS “A real time chat would be great” Daniel - Tenant of a Pop-Up Space
- 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
- 21. RESEARCH CONTEXTUAL ENQUIRY “How am I going to book this space?”
- 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
- 23. I get confused with the terminology used RESEARCH PAIN POINTS Tenant
- 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
- 26. RESEARCH PAIN POINTS Why am I here? - Dan
- 27. RESEARCH PAIN POINTS What is unique? - Several tenants
- 28. RESEARCH PAIN POINTS Example please! I hope I won’t get this wrong!
- 29. RESEARCH PAIN POINTS This is a lot of work - Dan I don’t even know if the space is available yet! - Adeline
- 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
- 34. How can we help? RESEARCH PERSONAS
- 35. SOLUTIONS Avoid long text fields More visual options in form fields • Familiar with social networking services such as Facebook and Pinterest
- 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
- 37. SOLUTIONS Terminology Pitch Idea Create Idea Create proposal Explain idea Enquiry I want these dates Propose dates Request space Apply Apply for the space / Application
- 38. SOLUTIONS Dashboard View the progress of your application at a glance
- 40. SOLUTIONS Dashboard See who is online and get help instantly
- 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
- 42. PROTOTYPE
- 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
- 46. Tenant Concierge Landlord SUMMARY ? ? ? ? ? ?
- 47. NEXT STEPS • CONCIERGE DASHBOARD • LOYALTY/REFERRAL PROGRAMS AND PARTNERSHIPS • RECOMMENDED SPACES • GLOBAL CHAT • FIND OUT WHAT AMENITIES ARE MOST CRITICAL
- 48. THANK YOU!