HomePath by Fannie Mae
Client: HomePath (Conceptual)
Role: UX/UI Designer
This is a conceptual design based on the mobile app HomePath by Fannie Mae. The purpose of the application was to study the application, self-test its usability, study the user feedback and evaluate the qualitative feedback to establish a plan to possible fixes and enhance the applications UI and experience.
HomePath is a program that speeds up the process of selling foreclosed homes throughout the United States. The mobile application allows you to conveniently search for these properties where you’ll be able to see detailed property information, view property photos, read the listing agents description, save your listings and use a nifty feature called Travel Time, which allows you to choose 2 locations to get an idea of commuting options available.
The goal of this concept design was only to review 2 areas: Updating app UI, The Property Flow and Property List Flow.
Through user feedback, the qualitative data needed to establish a pattern to know what priorities needed to take place. The main issues were: constant freezing, slow, and outdated UI.
I also had to self-test the usability of the app to know how it flowed, and if the user feedback was validated.
A few things that didn’t validate for me on my iPhone were the freezing states (but Android users reported this the most), but it would from time to time become unresponsive. Just some examples I faced:
- If I’m on the property list page and I enter a new city into the input search bar, the search would come up blank, and I would have to reenter the information again to gain some result(s).
- If I enter my zip code, I would get “No Properties Located’ error notification. This was also validated from user feedback on both platforms (iOS/Android). Some users were able to find a list of foreclosed properties from a 3rd party foreclosure site, abandoning HomePath altogether.
- The UI elements were too small (iOS) to see, or not prominent enough to take action.
- The flow of the app was missing a simple action in the property list page. If you were to navigate to a property from the list and exited the property page, you were taken back to the home screen instead of the list page. This was annoyingly frustrating as I would have to restart the process again.
These were just some of the handful of issues I validated myself from the user feedback, but only wanted to create a plan that would assume the crashes and bugs would be fixed, therefore the next thing would be to ask: How can we make the experience for the user better? What can I prioritize?
Assuming the crashes and bugs have been fixed, we can now begin to ask questions regarding usability. What can we prioritize that will make an impact. It doesn’t have to be immediate, but it should help with the experience.
Harping back on a few user reviews, the look and feel felt outdated. Ouch! So updating the UI was the first task. The top NavBar and bottom NavBar were updated, the property list pages and the property page was also updated (detailed notes in the screens).
The outcome to the updates can be seen in the animation where the new UI takes shape, and allows for readability, usability, and a better overall experience.
How does any of this help with the business goals?
The apps sole responsibility is to be a mobile property locator while the desktop site is a full service site where more information, options and features are available to the user. The apps purpose is just to help the user locate properties, view information on said properties and reach out to the agent of record within Fannie Mae. The only disruption that doesn’t help with the business goals, is that the app crashes/freezes or is unresponsive. If these areas are addressed, there’s a possibility that communication between user and agent can be more meaningful, and the app becomes useful because the end user has been able to establish a connection with said agent of property. Can’t sell/buy a property if the app keeps having usability and technical issues.