about the project
In this project, we have developed a digital portal in close cooperation with a large housing association, in order to discharge the local service centers and to give the tenants the possibility to take care of matters from home.
approach
For the design of a digital service portal, needs, habits and problems people have with their landlords and their concerns with their homes were explored and first prototypes tested.
Using an ethnographic approach, we first observed the people in the service center and interviewed them on site. We supported the interviews with generative research methods such as spectrum analysis to gain even deeper insights. With these findings we were able to go through the ideation phase and develop the first quick prototypes, which we were then able to test again on site. Thus the portal has gradually gone online and will continue to be developed step by step.
Generative Research
Generative design methods helped us to mentally transfer the test persons into the subject matter. In addition, we were able to integrate the artifacts we had, brought with us into the analysis phase. Journeys helped us to understand the context of the people why they are in the customer center right now. We could use further analysis tools by letting people simply mark what is important to them in a future digital portal and what is of no use to them at all.
Using simple journey as conversation starter and to get deeper insights
Person filling out the daily routine and marking painpoints
Prototyping
We quickly developed working prototypes from wireframes, which allowed us to quickly and easily test the first click tracks on site. Through the iterative approach, we were able to adapt our design more and more, so that we could avoid building our future portal too much on assumptions.
Rapid Prototype Testing directly at the desk
Process
OUTCOME
With the new digital service portal of the City of Vienna, tenants now have functions at their disposal. They can book laundry rooms, send documents or check online whether they have credit on their rental account. All these possibilities were previously only available with a visit to the Service Center and long waiting times.
