Rent view

Rent view helps landlords manage rent payments and transactions. It gives a clear view of rental income and lets landlords safely access and withdraw their earnings using a Wallet feature.

Before

After

PROBLEM

A lack of trust

The current Rent view was rushed, with little research done before the design. Many important features were missing, leading to a poor experience and a loss of trust in the product.

Top customer complaints

Not enough information on rent collection
Competitors had more usable features
Trust in collecting and distributing money

GOALS

Build a trustworthy experience

Earning trust was our main goal. Ensuring usability, analyzing competitors, and an iterative development process was our strategy. We needed to understand the top priorities of our landlords for rent collection and build features based on these needs.

Success metrics

Decrease calls by 50%

Decrease rent related customer service calls

Return visitors up 75%

Increase in return users of Rent view

DISCOVERY

Competitors

The first step was to analyze the competition. We examined top companies and competitors that had rent collection systems.

DISCOVERY

Landlord interviews

We talked to landlords to learn about their needs throughout the rent collection process. This gave us a better understanding of their monthly rent collection process.

Key questions

• What causes you anxiety when thinking about Rent collection?
• What aspects of the current Rent view are you not happy with?
• How often do you want to be notified about rental transactions?
• What does the perfect rent collection solution look like to you?
• What do you like or dislike about collecting rent using NestEgg?
• What is one thing you want built into Rent view?

Themes from the interviews

Trust

Lack of trust in the data due to persistent system errors.

Study design

• Six landlords
• Mix of landlord experience level
• Minimum of three months on NestEgg platform
• Remote, semi-structured 45 minute user interviews
• Questions related to rent collection process
• Recap & final thoughts

Automation

Want automated late fees, notifications and reports

Information

Desire more information to stay informed

“I want a single source of truth with one view for all transactions including rent payments, credits and monthly bills.”

DISCOVERY

Stakeholder workshops

Several stakeholders were property owners. We conducted workshops to identify additional key features.

Wallet

Ability to retain rental income within the NestEgg system and for landlords to set auto or manual withdraws.

Rent collection “Quick view”

Real-time information about rent paid, or rent owed for each property. Need a “Quick view” of current state of rent collection.

Payments in progress

The ability to show payments that are in progress but have not hit the landlords bank account.

DEFINE

Site map

We built a site map to identify the new pages, modules and technologies.

DEFINE

Roadmap and feature mapping

We organized the features by page and by deliverable phases. This gave us a concrete understanding of how to scope the work, plan and prioritize a roadmap.

DEVELOP

Concept work

Equipped with insights from the discovery phase, we started conceptual work. We concentrated on the Rent summary and details flows as part of the initial phase of the roadmap.

Rent summary and details