This project delivered a fully integrated application process for rental properties within the realestate.com.au ecosystem. — Challenge REA Group bought the rental applications platform 1Form in 2014. Because of latent user experience (mobile-unfriendly, more than 120 questions) and security concerns, REA decided to reimagine 1Form from the ground up and to integrate it into the realestate.com.au site.

This example was part of the HESTA website relaunch project. The review reused existing insights for the website and helped the client understand that more research is necessary. — Challenge The client already had conducted several research activities and was able to provide relevant reports. For the project, we wanted to identify existing insights that could guide us through the replatform project. Our aim was to avoid questions via research that were already answered.

These reports inform stakeholders about findings and recommendations and offer a great opportunity to showcase the effectiveness of user research. — Challenge Involving non-design team members in user research can sometimes be a struggle because they don’t see the benefit of attending research sessions as observers or note-takers. I needed an easy way to inform the team and wider REA about the research that has happened, and what the findings and recommendations…

Collected findings, insights and opportunities guide product development for Australian home buyers markets. — Challenge To speed up product development and to focus on the most impactful solutions, we needed a way to hand stakeholders a tool that guided them along the way. Solution I collated existing and new user research inputs as well as stakeholder inputs into three journeys. The overviews for first home buyers…

Landscape review to inform the team and wider stakeholder groups about the current landscape of Australian and international home loan providers. — Challenge Converting website visitors to leads (and paying customers) is the most crucial aspect for the realestate.com.au Home Loans business. We wanted to review how Australian competitors and international players are solving this problem, and how they guide people through conversion funnels.

Customers looking for help can easily search and find a mortgage broker. — Challenge One part of REA Group’s mortgage business is to offer direct assistance to people via mortgage brokers. Therefore, we needed an easy way for users to search and find brokers. …

Refinance offers a convenient way for home owners to unlock equity. This calculator also shows how much they save by changing the lender. — Challenge The initial setup of realestate.com.au Home Loans did not include any refinance products. To grow the customer base, REA wanted to tap into the Refi market as well. Solution The calculator is the first entry point for potential Refi candidates. With only three inputs, we can calculate potential savings when moving…

Calculating borrowing power most often is the first step when planning to buy a property. This personalised calculator on realestate.com.au builds confidence by delivering the right numbers. — Challenge Especially first home buyers have no good understanding of how borrowing power (= the amount a bank would lend) translates to properties they should look for. …