Product Design, 2016
Tricon American Homes provides homes to people all over the state of California and has been in the housing market for over 30 years. To kick off the scope of work I worked with the Tricon team, our engineers, and project managers through whiteboard sessions, user journeys, wireframes, and designs.
Customers needed a way to apply for homes through Tricon's marketing site. The end to end process was broken, disjointed, and often left users confused.
"How might we speed up the application process so customers can easily apply for a home."
During research we worked on customer journey sessions identifying pain points, studied data to understand where customers dropped off, and together we identified real problems customers were facing.
One usability issue during testing we kept hearing about was how to apply with multiple applicants. We also discovered that applicants using the current struggled providing the information through a long and tedious and application. Often we were leaving users confused on what information they needed to provide upfront.
From the moment the user lands on Tricon we bring them a long for the journey. We let them know what to expect how long it will take and what they will need to provide. Transparency is helping Tricon improve their customer experience.
With the new design we created a dashboard that shows all the applicants on the application. Users could then see who they were waiting on to complete and submit the application.
We made sure that all the steps were clear for the user. If I were to do this part of the design again I would also include time it takes to complete each step.
Users could also pay for everyones application fees or choose to pay individually. This was set up for our users that applied with room mates.
AVM in one area to valuate 30% of loans
Automation of full valuations, removing one internal team completely
Reducing the 10 days of dispersal of documents down to 2 by digital signing
Clear picture of why a customer needs LMI (work in progress)
Overall we have shortened the average loan span by 32 days depending on the customers circumstances.
Reduced the amount of information we ask customers. We are able to reuse customers information throughout many of our apps.
We have automated valuations of houses within the app and at the end of the application we now support digital signing.