Service design project that helped a tier 1 bank reimagine how landlords & tenants experience renting process end to end
The Challenge
Despite sending over 6 months of research to build a proposition to create a better relationship between landlords and tenants. With numerous decks of research and documents, two propositions were developed. The team have undertaken an exploratory phase of work. The work involved desk research, business modelling and proposition work to explore the potential of the original proposition. The team then undertook a round of depth qualitative research with both tenants and landlords.
The Approach:
Leading a team of designers to carry out a ten-week project involving two design sprints to validate the needs of tenants and landlords and build trusted, transparent relationships with good communication throughout the tenancy, from securing a property through to ending a tenancy?
The Outcome:
Over the ten weeks, the team was able to interview 20 different users (10 landlords and ten tenants) and validate features and what they would pay using low-fidelity concepts across two separate two days sessions.
The Impact:
A detailed final report with concept designs and service maps that were used to take the senior business leaders for further sponsorship and continue the project.