Real Estate Service Order App
It is an internal order platform that allows realtors using our company's marketing services to conveniently order services through the app without going through the administrative team.
Timeline :  6Months
Deliverables :  Research, Information architecture, UX/UI design, Prototype
Outcomes :  Mobile App [IOS, Android]
Tools Used :  Figma, Illustrator
My Roll
I collaborated with various teams including marketing, photography, and design to provide services. I understood usability from the perspective of realtors, not service providers. As the lead designer, I was responsible for all aspects of UX, completed the visual deliverables for the app on iOS and Android, and conducted usability testing.
Background
Realtors order marketing services to promote their properties. In this process, time efficiency is a major consideration for them.
Consideration
We considered ways to alleviate the inconveniences customers experienced during the ordering process for the company's services.
Action
We redesigned the app from the perspective of the customers using the services, not just from the service provider's standpoint, by meeting with actual app users.
Through the statistical data, we identified key user issues and established specific directions for improving the app's functionality and interface, leading us to solutions.
Problems
- Users may find traditional methods like phone calls or emails for ordering services too time-consuming.
- Previous app's complex interface made it difficult for users to place service orders easily.
- Users feel inconvenience due to lack of timely updates for property management and promotion.
Solutions
- Introduce a user-friendly interface with intuitive design to simplify service ordering processes.
- Provide a streamlined and quick ordering process, more efficient than traditional communication methods.
- Enhance information updates to facilitate effective property management and promotion.
Persona
I created the persona based on existing issues identified through user interviews, focusing specifically on the efficiency challenges that realtors experience in their daily work.
Market Research
I explored similar industry services used by realtors in Canada based on the personas we selected. I selected two for app development based on their functionality.
Zillow
- We enhanced our app with tools for effective property management and promotion, similar to those offered by Zillow Premier Agent.
- Drawing from Zillow's intuitive interface, we built UX that allows users to easily order and manage services they need.
Redfin
- We incorporated features for users to easily search for real estate and book tours, ensuring they can discover and schedule services effortlessly.
- Inspired by Redfin Agents, we sought efficient ways for real estate agents to order and manage services.
Definition With Bones
Bone 1 : Offer an interface allowing users to order services quickly and easily with minimal clicks.
Bone 2 : Provide real-time updates necessary for effective property management and promotion.
Bone 3 : Ensure an intuitive app design that enables users to navigate and manage orders effortlessly.

Based on these bones, the challenges we face with the existing service are as follows :
Design Challenges 1
Design and Visual Enhancements for Service Listings
Problems : The previous app's text-heavy and monotonous design made it difficult for users to easily identify the service listings.
Solution : We added illustrations and applied color coding to the service listings. This allowed users to visually distinguish between different services and quickly undedrstand their schedules.
UX Approach : Colors and visual elements play a crucial role in reducing cognitive load and enhancing intuitiveness. By assigning different colors to each service, users can easily differentiate between various schedules, even when they have multiple services booked.
Design Challenges 2
Menu Structure Reorganization
Problems : The previous menu was limited, and users were unaware of the additional functionalities.
Solution : We reorganized the menu into Home, My, Order, Properties, and MLS tabs, making it easier for users to recognize and access a broader range of features.
UX Approach : A clear and intuitive menu structure reduces the time users spend navigating the app and helps them quickly find the needed features. The new menu configuration allows users to easily discover and utilize the app's various functionalities.
Design Challenges 3
Enhanced Order Detail Accessibility
Problems : Users found it difficult to access and understand the details of their orders.
Solution : We made it easy for users to view their order history and upcoming service schedules directly within the app.
UX Approach : Users should have easy access to necessary information anytime and anywhere. By clearly presenting order details within the app, users can efficiently manage their schedules and reduce unnecessary phone calls or emails.
Style Guide
To make the real estate service feel more approachable to users, I created cute and witty illustrations and designed a colorful design library. I handled all the concepts and illustrations personally.
Final Design
User Feedback and Achievements
For the administrative team that communicates directly with clients, the app allowed them to access detailed customer order information, enhancing work efficiency. For clients, the app provided the convenience of managing the real estate marketing process anytime and anywhere, which was a significant advantage. Through this project, we increased service order rates by 15% and improved usability by 28%.
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Reflection
While incorporating diverse feedback to improve the service is a challenging task for every project, this experience taught me that the core of effective design lies in analyzing user needs and usage patterns, and visually structuring complex information.
© 2024 Yumi Jang
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