The revamp began with PhoenixDX's UX team conducting in-depth User Interviews with employees who managed rental contracts day to day, uncovering the pain points that were holding them back: cluttered interfaces, inflexible notes, an inability to delete applications, and no way to track the status of rent reduction requests through the approval process.
Using the Jobs-to-be-Done method, we mapped every task users needed to complete to do their job effectively, identifying the must-haves for the new solution. User personas were then defined to ensure the UX Designer had a clear picture of who they were designing for, enabling tailored dashboards that reflected how different roles actually worked.
Wireframing surfaced further issues, including unwieldy long-form pages and the need to save and return to applications mid-process. When the client expressed uncertainty about a key feature, our designer took it a step further, building a clickable prototype and conducting Guerrilla Testing to validate the approach with real users. Every insight from the process was woven into the final design, ensuring the new solution was built around the people who use it most.
