My team worked with E-homie to develop a design solution based on the problem statement. E-homie is an internet-based real estate brokerage company headquartered in New York and Beijing, China. Our team helped the organization pivot its services to adapt to the competitive market or improve its existing approach. As a member of the team, I played a crucial role in the project by conducting desk and user research, and integrating these findings into the design process. Leveraging research insights, I led the high-fidelity design iteration, which enabled us to create a design solution.

After the kick-off meeting with E-homie, we identified a major problem. It was that their current roommate matching service had a low success rate of only 30%. This resulted in E-homie losing clients to other agencies that offered faster and more suitable roommate options. In terms of user aspects, there is an increasing demand for users to split rent; therefore, improving this service will help reduce emotional frustrations and also prevent the financial risks in matching with flaky roommates.

Our product was developed using a four-step structure: Discover, Define, Develop, and Deliver. However, due to the non-linear nature of the design process, we found ourselves going back and forth between the Discover and Develop stages, which resulted in some repetitive work. Nonetheless, this was an inevitable part of the design process, and it allowed us to refine our approach.

Users are often unsure about what information to share about themselves, which can result in a failure to provide key details. This, in turn, can lead to dissatisfaction among roommates.

We conducted 6 user interviews to learn about their pain points and what they want when looking for roommates. By having the structured interview questions, we were able to have smooth conversations with them and get 5 themes(Emotion, Pain-point, Tools, Needs, Insights) that are color-coded.

After conducting qualitative research and several in-depth interviews, we gathered all the findings together in groups to narrow down the insights. By summarizing and tackling the issues shared between users and agents, we believe our solution in roommate matching should be fast, accurate, and trustworthy.

After identifying three salient attributes, we developed a design strategy based on each attribute. The first attribute, 'Fast,' pertains to the chat function and aims to reduce time wastage. The second attribute, 'Accurate,' emphasizes the need for key information to produce better, more personalized matching results. Finally, the 'Trust' attribute involves progress visualization and real-time updates to ensure transparency and build trust with our users.

After we came up with the insights and design opportunities, we made the Information architecture and wireframe as a low-fidelity design within out project scope.

This is the first step, onboarding. At the first moment of the service, it collects the user’s data in order to provide personalized content. In this phase, users have 7 questions to answer, and also by having a page indicator, it prevents the users from losing their attention in the first moment.By asking specific questions such as pet peeves, emotional investment, and quiet hours, E-homie is able to suggest more accurate content to users.

This is the result page after answering all the questions at onboarding. Based on what the user answered about each question, the potential roommates are suggested on this page with a percentage. And this makes it easier for users to notice how well they matched with potential roommates.

E-homie usually manages all chats with clients while they are involved in the conversation. We have made it easy for users to connect with agents as soon as they find an interesting potential roommate. A contact button generates a chat room where the selected roommate and agent can communicate. This improved experience allows for a smoother conversation for both E-homie and the user.

This is the detailed screen of the tracking. In this screen, the user will have roommates to live with and by tapping the profile of the roommate, the user can check his/her contract status and of course, users can check their status as well. I believe that this feature contributes to building trust between the user and the service.

1. The onboarding captures the main needs and also gives unique information about roommate matching
2. Involving agents in the chat as mediation is exactly what we want
3. Like the concept of dating app but for roommates. I suggested to launch this feature on the application

To create a successful design solution, it was important to understand the needs of the stakeholders involved. By listening to their feedback and gathering insights about their pain points, we developed a design that meets their expectations and provides value. Whether it's through surveys, user testing, or other forms of research, we needed to put ourselves in the shoes of our stakeholders and understand their perspective. Only then can we create a solution that truly addresses their needs and leads to a positive outcome.