Snug
Working with Snug as a Service / Experience Designer across both UX / UI and Product Design, I’ve helped build out major new features. These projects have solved complex problems in the housing space, providing innovative human-centred design solutions to address Australia’s housing issues. They have the opportunity to positively impact the rental journey of thousands of property managers and millions of renters.
These projects have included desktop and qualitative research, persona development, journey / process mapping and prototyping, offering strategic insights for future opportunities and innovation.
approach
In collaboration with the Founder and CTO of prop-tech startup Snug, I’ve helped design a new product feature to enable efficient and secure workflow for property managers. The design process involved research, ideation, innovation and low to mid-fidelity wireframe development.
Currently I’m working on an affordable housing project undertaking customer research and process mapping to understand client and user needs, and ideate solutions.
These projects have analysed existing quantitative data through metrics and qualitative research to prototype and test solutions.
outcomes
Projects undertaken with Snug have assisted with improving existing digital workflows, streamlining clients’ outdated legacy systems, creating increased efficiency and productivity, while improving data security.
The new key set product feature was built out with consideration of covid-19 restrictions across multiple channels utilising QR codes for contact free ID verification. Now live, it includes additional Ai features linking with Google Maps, offering the clients the opportunity to further transform business processes.
Similarly, the affordable housing project involves mapping and optimising the business processes to achieve operational efficiencies, reduce customer friction and ensure compliance to transform existing manual tasks. In addition, the project seeks to improve data privacy and security and minimise human error utilising Ai.
my role
Sprint facilitation - Asset, client & time management
UX / UI hygiene analysis (Engineer ticketing through Clubhouse)
Research - Desktop, quantitative & qualitative
Key Insights + HMW development - Synth workshops
Proto Personas development
Design of Current & Future State Process Maps (Figma)
Product Design & Development - Key Set Log (Figma)
Key Set Log
Operating within a highly regulated industry, key set logs are integral for the day to day management of rental properties. The need for an efficient and streamlined key log system was required to build out the Snug’s product feature offerings to property managers.
Negotiating common scenarios where keys would either be misplaced or borrowed by external trades etc, the log required a secure check-in / check-out system utilising verified identification and the ability to track and monitor items out on loan.
ux / product design
Key Check-in
Following desktop and qualitative research, an integrated key log system was designed and developed to feed into the existing Snug property manager ecosystem. Built out during covid-19 the initial design accommodated restrictions around distancing with a QR feature for ID verification. Now live, the system captures detailed information including images and provides individual ID verification to assign to relevant property managers.
Key Check-out
Utilising a hybrid traffic light system that simplifies user experience, critical details are highlighted to ensure compliance and security are maintained. Keys are checked-out to ID verified individuals and tracked utilising a simple green, amber and red colour system to highlight the status of keys available or out on loan.
Key Log Ledger
The status of all keys out on loan is also available through a key ledger highlighting critical tracking details such as overdue and missing. The ledger clearly outlines specific details related to the key set and loan details, including the ID verified borrower.
Affordable Housing Project
Dealing with outdated systems, manual processes and insufficient data security, Snug was approached by an affordable housing provider to help improve efficiency and compliance around annual reassessments of clients.
Leading the development of new product features to accomodate the affordable housing space, I‘m currently undertaking qualitative research with internal staff and affordable housing residents to understand key pain points and prioritise updates for quick wins.
Understanding the need for improved data privacy and security, greater efficiencies to reduce workload and improve accuracy, and easier collaboration amongst colleagues this research will seek to test assumptions.
current state process map
A Current State Process Map was developed to understand the existing ecosystem. This map highlighted the opportunities for value add at various touch points throughout the existing workflow associated with sending and receiving documents, communications and other legal requirements.
future state process map
The Future State Journey Map looked to identify opportunities within the user flow and obtain feedback around feasibility and prioritisation with the client and CTO. It also highlighted wins for each proposed modification to leverage key objectives such as security, collaboration, accuracy and efficiencies.