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App

Understand how a research process resulted in a
successful app development in 2019.

Understand how a research process resulted in a
successful app development in 2019.

Context and Challenge

In the Construction segment, developers use a portal to provide essential information to clients who purchased off-plan properties. The portal offered functionalities such as construction progress tracking, invoice issuance, technical assistance requests, among others.

In the Construction segment, developers use a portal to provide essential information to clients who purchased off-plan properties.

The portal offered functionalities such as construction progress tracking, invoice issuance, technical assistance requests, among others.

I conducted a process to identify opportunities for product improvement, aiming to increase its value for users and make it more attractive to the market.

Process Steps

Process Steps

Objective Definition

The portal presented usability challenges, and the goal was to identify improvements to make the user experience more intuitive and efficient, adding value to both developers and their clients.​

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1

CSD Matrix

We had internal discussions with the Product Manager and other stakeholders involved in product development and created a CSD matrix, where we listed certainties, assumptions, and doubts about the subject. Two assumptions raised were: the product lacks a differentiator, and users would like to be notified about invoices and construction updates.

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2

Client Interviews

One of the project's challenges was the limited access to the end-user, as they were not the company's direct clients. An alternative was to analyze support tickets opened by clients, contact them by phone, and understand the main feedback and pain points reported by users. We prepared an interview script, called some of them, and mapped a journey highlighting the main pain points.​

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3

User Journey

We created a journey analyzing three stages: Before, During, and After the user accesses the portal, also dividing into lines:​

- Doing: what the user does, executes
- Thinking: what they are thinking​
- Feeling: what they are feeling
- Experience: a word or emoji that defines their experience at that moment
- Opportunity: how could we improve the experience?

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4

Insights

We identified opportunities for product evolution, the main one being transforming the portal into an application. The app could address various pain points discovered regarding login/password, sending notifications, facilitate invoice payments by integrating with bank apps, among others. With these insights and ideas, we decided to create an Effort vs. Value Matrix to help the Product Owner prioritize development. We collaborated with a Lead Developer on this matrix.​

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5

Effort vs. Value Matrix

The Effort vs. Value Matrix is a prioritization tool that helps decide which features or tasks should be implemented based on the impact (value) they will have and the effort required for their execution. This matrix facilitates the visualization of where to invest resources and efforts, ensuring deliveries that bring more benefits with less complexity

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6

Conclusions

Based on the research, we recommended the development of the application, which was implemented and achieved significant adoption, reflected in the high number of downloads in app stores. We recommended direct research with end-users, which, although not feasible at the time, spurred future initiatives to increase client participation in the process.​

All screens were prototyped in Sketch software in 2019.

All screens were prototyped in Sketch software in 2019.

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