Transformasi Digital Aplikasi Mudah Alih & Layan Diri Wasl
Membangun lebih dari 500 wireframe dan melakukan audit terhadap 300+ layar untuk mengoptimalkan platform digital Wasl. Membuat dua strategi digital untuk menyederhanakan perjalanan pengguna, berfokus pada super app versus aplikasi khusus untuk meningkatkan pengalaman pelanggan dan efisiensi operasional.
01 —The Impact
The results, up front.
The strategy and digital transformation plan we provided enabled Wasl to move towards creating a more unified and efficient digital ecosystem. By consolidating their digital assets into a super app and refining their data collection and user engagement strategies, Wasl is now better positioned to deliver exceptional customer and employee experiences while maximizing operational efficiency and scalability.
02 — The Challenge
Where they started.
Conducted extensive testing on Wasl’s digital assets across iOS and Android devices for apps and multiple web browsers for websites. Simulated over 30 real-life user scenarios using the Jobs to be Done (JTBD) framework to identify pain points and usability issues. Classified identified issues based on severity using a tiered system: L1 Cosmetic Issues : Minor visual discrepancies. L2 Minor Usability Issues : Low-priority usability problems. L3 Major Usability Issues : High-priority problems impacting user experience. L4 Catastrophic Issues : Critical issues requiring immediate resolution. Identified opportunities to integrate Behavioral Economics (BE) principles to enhance user engagement. Recommended strategies such as using social proof to encourage property inquiries and applying choice architecture to simplify decision-making processes. Compared Wasl’s digital offerings with competitors and industry leaders to identify best practices. Provided actionable recommendations for quick fixes and strategic enhancements, covering over 200 screens audited. Suggested the development of a “super app” to consolidate functionalities, presenting three strategic options: Single Super App : Combining all services into one app. Two Separate Apps : Dividing transactional and management functions. Multiple Specialized Apps : Each app serving a specific function.
03 —What We Did
The work.
Homepage and Search Filter
Intuitive design to facilitate easy navigation and efficient search.
Fully Digitized User Journeys
For freehold, residential leasing, and commercial leasing, ensuring users could follow clear, easy-to-navigate steps.
Service Enhancements
Including service type selection, amenity bookings,parking selection, NOC requests, and more, all fully digitized for user convenience.
Key App Features
Such as diverse payment options, a document bank, adding tenants, and feedback gathering mechanisms.
Lands Journey Integration
Complete digitization of the land transaction process, from exploration and inquiry to payment, contract signing, and plot registration.
Simplified Broker Portal
Streamlined design for broker registration ,notifications, unit reservations, and more.
04 — Approach & Methodology
How we got there.
CX Consultant
05 —In Practice
Project samples.
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