ROLE:
UI/UX Designer
PROJECT TYPE:
UI/UX
SCOPE:
6 weeks
DELIVERABLE:
Web
Tools: Figma, Figjam Zoom and
Google Docs
Context of the real estate sector in Mexico
The accelerated appreciation of housing in Mexico in recent years is highly correlated with construction costs, from 2005 to 2023 shows an average appreciation rate of 7.2% per year and construction costs increased 5.7% per year in the same period.
Proyect Goal
CRM ( customer realshion ship managemte ) Inmotech it is a plataform to manage and streamline the processes of a real estate company for clients and advisors
Problem
CRM INMOTECH it is mainly focused on the real state sector located in Mexico City, the main objective is to convert potential customers into sales in a simpler and faster way
Inmotech is a real estate company created by Alonso Ramos .It requires the creation of a CMR for the ingration of more agile and flexible processes in its workflow, since currently for the management of the company they use individual tools ,which has caused difficulty in the management of contacts and customer service when selling real estate.
Required Features
-Control panel with WhatsApp, Instagram , Gmail integrations linked to the customer tracking phase
-Contact and property management
-Sales funnel that allows adding columns for different prospects
-Reward and benefits system with visualization of achieved goals in user profile
-Sales consultant metrics and performance analysis
-Chat with contact management and categorization according to customer follow-up phase
-Agenda to manage appointments, events and tasks
-Subscription payment gateway
Design Process
The design thinking process was used, the project had a duration of 5 weeks from November 7th to December 5th.
My Role
My job was to design a real estate CMR to facilitate the administrative and data management processes of the company with a modern and user-friendly style. This entire process was carried out in conjunction with a development team
What i did
Competitive analisis
A competitive analysis of the most used CMRs in Mxico City in the ral estate sector was carried out in order to obtain a holistic view of what is expected from the design and to visualize possible improvements.
Interview
The interview was conducted with the owner of the company and his 10 collaborators in order to obtein a better context for the creation of a real estate CMR, The tools used were Zoom and Notion
Insights
Some of the consultants on the team had worked with a CMR before.Some commented that it was difficult to manage, and others commented that they had a good experience.
They are motivated by a CMR for the facilitation of their daily organizational processes, especially with the follow-up of their clients and appointments, as well as in the statistical analysis of the consultants. It is no less important to be able to offer the CMR as a product in the future
It is needed to create a MVP, the main funtions would be : Contact and property management, agenda , sales funnel, reward system, customer care chat and advisor metric analysis.
The tools currently used by the company make it difficult for consultants to work holistically in their workflows
On an average day the consultants answer messages from their clients and follow up with them in the office , in addition to going to the properties to sell them to their clients.
Necessary reports are the analysis of the advisors follow-up process with customers regarding calls, messages, appointments scheduled and sales made over a period oftime
.
Improved customer services through storage and contact management capabilities
We need to improve customer service in order to improve sales
Survey
A survey was created on Google Forns with the 10 participants named above with closed questions.
What is a typical day like in your job?
What motivates you to use a CMR?
Whay do you require a CMR?
What funtions are essential in a CMR for you?
If you have used another CMR, what has been your experince with the tools used?
What are th needs covered with the tool you used previously?
What are the needs not covered by the tool you previously used?
What are the main challenges you currently face in the customer and property management ?
what features do you consider essential in a CMR for your business and Why?
What kind o reports or analysis would you like to obtain from the CMR to make more informed decisions?
Is there any aspect of customer service that you would like to improve by using a CMR?
User Persona
The data obtained from the interview participants and their insights were taken into account for the creation of these user personas.
Empathy Map
Complementary responses to the main characteristics required in the CMR were obtained. And we have graphically captured them with the help of an empathy map
Card Sorting
A card sorting was performed in order to better understand the structure of the information in the main CMR panels. this was done online with the figjam platform -
Information architecture
User Flow
A simple user flow was created to show one of the most common tasks a real estate consultant faces on a daily basis. That is to add a new contact and then schedule an appointment to sell a property and classify them in the funnel process.
Sketches
During this process, different ways of designing the corresponding sections of a CMR MVP were evaluated to make it as user-friendly as possible. Screens were redesigned with the feedback obtained from stakeholders, emphasizing the contacts and properties section
Here are the main sketches, which were later changed slightly according to the feedback given by the collaborating team.
Low-Fidelity
Here are some of the low fidelity screens that were tested and the add new property section was modified by adding a section of internal and external details of the property
Calendar
Add Properties
Add Contact
Chat
Properties
Contact
Dashboard
Statiscal analysis
Reward System
Usability test
We used a prototype created in Figma of the CMR MVP, we proceed to conduct the test with 5 volunteers from the real estate sector,this was done through a Google Meet meeting. Each participant was presented with the main scenario with 3 tasks to complete. The results were as Follow:
Main scenario: your main objective is to test the ease use and effectiveness of the systm in perfoming common tasks that are part of your daily work as real estate consultant
Task 1) Create an event in the CMR agenda
Task 2) Add a new contact to your customer list
Task 3) Affiliation to the membership offered by CMR
Reward system
Calendar
Chat
Statistical analysis
Add New Property
What i learn
This project was one of my favorites because i was able to be creative and achieve the main objective in the creation of CMR,it taught me to do better user research about asking the right questions to get good insights. Besides that i learned to take into account the suggestions said by the users and implement them in an effective way in the inteerfacee.
Design system
Add New Prospect
Dashboard
Properties
Contacts