At HUM is a proptech startup, helping residential developers and property managers improve their sales process by bringing personalized remote and on-site experiences, adapted to each prospect needs and wants. Learn more at athum.com
About the Remote Sales Office
The at HUM’s Remote Sales Office is a platform for Real Estate Agents to connect with potential homebuyers and showcase properties for sale. It was designed in the context of COVID-19 as a response to the lack of in-person showroom visits, and to help remove the friction for clients that, in general, want to avoid going to a sales office.
As the lead UX/UI Designer for at HUM team, my role for this project included: conducting research along with the founders, brainstorming with the rest of the team, ideating and iterating proposals for feedback and decision making, and testing the platform with our users.
This project began by researching our current customers, we wanted to understand how the situation affected in-person sales, and how we could respond to that. Along with the founders, we conducted interviews with Sales Agents and Managers to get more information about how their needs, workflows, and goals stood at the moment. We also contacted their potential clients to understand their main pain-points when they are looking for properties. Some of the comments we received were the following:
In addition, on previous on-site research, we realized the set-up in showrooms was a bit scattered, sales Agents had to move around the space looking for financial details and forms, samples of finishes, TV screens to show the renders and plans, printed media, etcetera. We realized we needed a place where they can have everything on hand to back-up the in-person tours, and for virtual sessions, they needed an easy way to showcase all the information.
After we had many insights from the research, we had a company meeting where we stated the situation and started brainstorming with the rest of the team (founders, developers, interior designers, and 3D artists).
We came up with the idea of a Remote Sales Office, where the agents could have a video call to share all the sales information about the properties with the potential homebuyers: location, building, amenities, apartment types, financial details, and more. We also needed to create it in a way that is scalable for the company and that can be adapted to the different properties.
Since the intention was to launch this platform in a really short time, the Chief Design Officer and I started sketching ideas in a sprint and defined a concept in a day, which I later turned into high-fidelity wireframes in the remaining days of the week. By this time we shared the advances with the team of developers, adjusted some feedback and they started implementing it right away.
After some time we launched it and our customers started adopting it, they gave us feedback on improvements and new features, which we added gradually in the following months.
This project has been by far the fastest one for me to create and to see implemented as an MVP, despite the impressive complexity we found it to have later in the process. During implementation, we started to realize there were many more scenarios, panel states, and paths we needed to take into consideration for it to work reliably and started polishing all those aspects to refine the experience.
It took a lot of dedication, feedback, testing, redesigning, and more than 400 Figma frames, to get to the more polished versions, it reminded me of how challenging making software is, and how the natural state of things is chaotic. I’m glad to see that in the end, we managed to create a product that our users find useful and rely on to use frequently. I hope to keep conducting user testing and in-site research to see how we can keep improving this experience for our users.