MyHome | Client Portal
A digital space for a builder and homeowner to collaboratively on new residential builds or renovations.
Buildxact at this stage had a missing nexus, it was connecting well builders with suppliers and trades (B2B),
but not effectively builders with clients (B2C).
Following a competitive analysis and numerous requests from clients, an investment of 4 months with an agile team of 5 engineers delivered a fully responsive MVP.
My input was to research and design an optimal customer experience, establishing a new vertical in our ecosystem.
The service was used by a third of our customer base after a year of launch.
1. User Research
2. Stakeholder management
4. User Testing
5. Success Metrics
6. Design System
Timeline: 4 months
“We need a client portal so we can share items easier to our home clients”
User Research & Definition of Scope
The research took shape of several in-depth interviews to better understand home owner needs and competitive analysis to identify possible market gaps.
Assumptions were clarified while achieving a better scope.
A customer journey was mapped out from interviews that allowed us as a business to future proof the architecture of the app.
Personas were created to articulate with rest of the team the introduction of a new type of customer and user.
Periodic catchup meetings ensured the MVP was executed in a timely manner, with updates given to critical stages of the design process. The designs allowed easier strategic decisions with respect to the ecosystem.
A full click-through prototype was set up to test information architecture, navigation, labeling, and small screen interaction. This later was used as walk-through material for the development team.
With a fully clickable prototype, we tested the product first internally than externally. Capturing insights and iterating designs based on a hybrid of Qualitative vs Quantitative data.
The success metrics were not defined as a product team, since other features were in the product roadmap meant the business was aware the project had to stay dormant for a while, any growth was organic and priority only was given to few enhancements and bugs.
Overall the uptake was steady and consistent, with a third of users finding value, this correlated roughly with the number of users requesting the feature that tend to have more projects at a go as well as more structure in their process.
Key strategic decisions
• Allowing multiple projects to co-exist under one account.
• To allow co-ownership of project by a residential builder and a home owner rather than be administered by the builder.
• Allow growth within the portal into areas identified as good to have like design and maintenance.
1/3 of customer base adopted the module
Key features delivered:
- Social login integration
- Smart branding customization
- A chat service
- Ability to view documents and raise comments against objects.
- A portfolio area
- Additional functionality such as digital acceptance of documents
- Notification model via emails and in-app.
“I like client portal as I can share with my clients documents knowing I dont need to dig in my emails”