Tricon American Homes

Web App,UX Strategy,Product Design, 2017

Thousands of people everyday apply for rental properties. The digital process applicants experience has a signifiant impact on how quickly Tricon is able to fill vacant properties.

My task was to design the rental application process from end to end, making the applicants information available quickly for the Tricon Team to assess. I worked with Tricon and the team at Five Talent to simplify their current interface and speed up the process for future tenants applying for rental housing.

Discovery

We created user stories to help guide the flow and experience of the application. Further into discovery we concluded the majority of users will be applying with mobile devices, making mobile design the highest priority over a normal desktop app.

The biggest complaint from current users was with regard to the performance and mobile accessibility. The existing application process was slow and overall confusing for users to understand how to complete and submit their application.

Wireframes

Creating Consistency

After working through a few mockups we created a small design system. The goal was to create a dynamic system that could be used between the marketing site and the web application.

Smarter & Focused

The current form fields were large and hard to work with on mobile. We simplified this by grouping fields together and implemented floating labels.

Creating the Industry's Fastest Application Process

The application process is long especially if you are on a small device. We leveraged accordion-like sections to save real estate. Users can then jump back to different parts of the application without the inconvenience of load times.

Problems & Resolutions

Anytime in the application process you can add additional people to the application. For example if you are applying with roommates or your partner, however for security purposes you cannot access other accounts.

We created a login process to make this solution come to life in replacement of an SMS text authentication that proved problematic.

Qualitative User Interviews & Prototype

I ran multiple user interviews on the Tricon Prototype to assess the usability of the application process before development. One consistent challenge we kept running into was the login process and the same person applying for multiple homes. I iterated the prototype in response to this feedback.

Project Update

Tricon is now live. Please visit Tricon American Homes and see the rental application. We have simplified the process for applying and expect the number of applications to increase significantly.