UX Design

Case Study: City of Kingston housing portal

Case Study: City of Kingston housing portal

Jan 2024 - April 2024

UX RESEARCHER

TEAM

David, Srishti, Girik & Harshit

Product Brief

The City of Kingston attracts a lot of Students, which includes Canadians and international students, pursuing various degrees at St. Lawrence College and Queens university. Therefore, housing is an important issue to address, as it is the basic human need in any city.

Our research aims to understand the pain points of the international students to optimize the housing process in the City of Kingston, emphasizing affordability, accessibility, quality, security, and scams.

Jan 2024 - April 2024

UX RESEARCHER

TEAM

David, Srishti, Girik & Harshit

Product Brief

The City of Kingston attracts a lot of Students, which includes Canadians and international students, pursuing various degrees at St. Lawrence College and Queens university. Therefore, housing is an important issue to address, as it is the basic human need in any city.

Our research aims to understand the pain points of the international students to optimize the housing process in the City of Kingston, emphasizing affordability, accessibility, quality, security, and scams.

Research
methods

Research
methods

Interview Findings (7 participants)

Improving the self-checkout interface at Loblaws serves both customers and the business. The main goal is to enhance customer satisfaction and foster brand loyalty by catering to diverse preferences, including tech-savvy users and those with disabilities. Efficiency is prioritized to reduce staff interventions and enhance store productivity by minimizing wait times and potentially boosting sales. The redesign also addresses loss prevention by simplifying the interface to deter tampering and detect fraudulent activity, while clear weight cues help prevent accidental errors and theft.

Improving the self-checkout interface at Loblaws serves both customers and the business. The main goal is to enhance customer satisfaction and foster brand loyalty by catering to diverse preferences, including tech-savvy users and those with disabilities. Efficiency is prioritized to reduce staff interventions and enhance store productivity by minimizing wait times and potentially boosting sales. The redesign also addresses loss prevention by simplifying the interface to deter tampering and detect fraudulent activity, while clear weight cues help prevent accidental errors and theft.

We interviewed SLC international students on their housing experience in Kingston where they discussed some of the challenges and difficulties about the same. They talked about Financial Burden, Quality and Maintenance, Rental Market Dynamics, Expectations vs. Reality.

Improving the self-checkout interface at Loblaws serves both customers and the business. The main goal is to enhance customer satisfaction and foster brand loyalty by catering to diverse preferences, including tech-savvy users and those with disabilities. Efficiency is prioritized to reduce staff interventions and enhance store productivity by minimizing wait times and potentially boosting sales. The redesign also addresses loss prevention by simplifying the interface to deter tampering and detect fraudulent activity, while clear weight cues help prevent accidental errors and theft.

Improving the self-checkout interface at Loblaws serves both customers and the business. The main goal is to enhance customer satisfaction and foster brand loyalty by catering to diverse preferences, including tech-savvy users and those with disabilities. Efficiency is prioritized to reduce staff interventions and enhance store productivity by minimizing wait times and potentially boosting sales. The redesign also addresses loss prevention by simplifying the interface to deter tampering and detect fraudulent activity, while clear weight cues help prevent accidental errors and theft.

Survey Findings (30 participants)

Improving the self-checkout interface at Loblaws serves both customers and the business. The main goal is to enhance customer satisfaction and foster brand loyalty by catering to diverse preferences, including tech-savvy users and those with disabilities. Efficiency is prioritized to reduce staff interventions and enhance store productivity by minimizing wait times and potentially boosting sales. The redesign also addresses loss prevention by simplifying the interface to deter tampering and detect fraudulent activity, while clear weight cues help prevent accidental errors and theft.

Improving the self-checkout interface at Loblaws serves both customers and the business. The main goal is to enhance customer satisfaction and foster brand loyalty by catering to diverse preferences, including tech-savvy users and those with disabilities. Efficiency is prioritized to reduce staff interventions and enhance store productivity by minimizing wait times and potentially boosting sales. The redesign also addresses loss prevention by simplifying the interface to deter tampering and detect fraudulent activity, while clear weight cues help prevent accidental errors and theft.

Several SLC international students participated in a survey asking about their housing experiences in Kingston and some of the results suggest problems like poor Quality and Condition, excess Noise and Disturbances, Overcrowding and Privacy Concerns etcetera.

Improving the self-checkout interface at Loblaws serves both customers and the business. The main goal is to enhance customer satisfaction and foster brand loyalty by catering to diverse preferences, including tech-savvy users and those with disabilities. Efficiency is prioritized to reduce staff interventions and enhance store productivity by minimizing wait times and potentially boosting sales. The redesign also addresses loss prevention by simplifying the interface to deter tampering and detect fraudulent activity, while clear weight cues help prevent accidental errors and theft.

Improving the self-checkout interface at Loblaws serves both customers and the business. The main goal is to enhance customer satisfaction and foster brand loyalty by catering to diverse preferences, including tech-savvy users and those with disabilities. Efficiency is prioritized to reduce staff interventions and enhance store productivity by minimizing wait times and potentially boosting sales. The redesign also addresses loss prevention by simplifying the interface to deter tampering and detect fraudulent activity, while clear weight cues help prevent accidental errors and theft.

Top 5 Issues

Top 5 Issues

1. Affordability

Many responses highlighted the high cost of rent as a primary concern. This issue was mentioned in the context of students seeking affordable housing options to minimize their financial burden.

1. Affordability

Many responses highlighted the high cost of rent as a primary concern. This issue was mentioned in the context of students seeking affordable housing options to minimize their financial burden.

2. Accessibility to Essential Services

Easy access to public transportation, schools, downtown, and shopping centers was important to the respondents. Challenges in accessibility due to the location of housing were noted as a concern.

2. Accessibility to Essential Services

Easy access to public transportation, schools, downtown, and shopping centers was important to the respondents. Challenges in accessibility due to the location of housing were noted as a concern.

3. Safety and Security

Certain neighborhoods are thought to be dangerous, and problems with upkeep like broken door locks could make people feel less comfortable. Daytime burglaries and auto theft,

3. Safety and Security

Certain neighborhoods are thought to be dangerous, and problems with upkeep like broken door locks could make people feel less comfortable. Daytime burglaries and auto theft,

4. Space and Quality

Complaints about the limited space and poor quality of rental units were common. Issues included small rooms, lack of privacy, inadequate ventilation, and the general condition of the housing being below expectations.

4. Space and Quality

Complaints about the limited space and poor quality of rental units were common. Issues included small rooms, lack of privacy, inadequate ventilation, and the general condition of the housing being below expectations.

5. Housing Scams:

Some respondents reported experiences or concerns about rental scams, indicating a need for caution when searching for housing. Eg. Someone in Toronto got scamed by depositing the rent as registration and it was just a fake ad.

5. Housing Scams:

Some respondents reported experiences or concerns about rental scams, indicating a need for caution when searching for housing. Eg. Someone in Toronto got scamed by depositing the rent as registration and it was just a fake ad.

Design Thinking session

Design Thinking session

We conducted Design thinking sessions for our Top 5 issues for the Housing situation in Kingston where we carried out several activities to engage the participants to understand their pain points on the very issue.

Empathy map

Empathy map

Post-it ideas

Post-it ideas

Crazy 4's

Crazy 4's

Start, Stop, Continue

Start, Stop, Continue

30 Particpants

Competitive review

I analyzed the self-checkout interfaces at Shoppers Drug Mart to identify best practices and potential areas for improvement. I noticed a couple of areas that needed improvement compared to our competitors. For instance, I found that Shoppers Drug Mart offers an option to easily request a shopping bag and prominently displays the bags in front of the self-checkout machines. However, our competitors have more crucial information displayed on their screens, such as a clear "call for help" button.

we carried out several activities to engage the participants to understand their pain points on the very issue. Participants were suppose to put in the information in the says, thinks, does and feel section

Competitive review

Observations

I conducted user research by observing interactions with the existing interface to pinpoint common issues and pain points. To facilitate this study, I visited Loblaws and purchased a diverse range of items for checkout. These items included those with barcodes, items without barcodes, and alcoholic beverages. By deliberately selecting varied items, I aimed to understand the scanning process and its challenges. Through this exercise, I gained firsthand insights into user challenges and the factors shaping their interactions with the self-checkout machine.

I analyzed the self-checkout interfaces at Shoppers Drug Mart to identify best practices and potential areas for improvement. I noticed a couple of areas that needed improvement compared to our competitors. For instance, I found that Shoppers Drug Mart offers an option to easily request a shopping bag and prominently displays the bags in front of the self-checkout machines. However, our competitors have more crucial information displayed on their screens, such as a clear "call for help" button.

20 mins task

Observations

I conducted user research by observing interactions with the existing interface to pinpoint common issues and pain points. To facilitate this study, I visited Loblaws and purchased a diverse range of items for checkout. These items included those with barcodes, items without barcodes, and alcoholic beverages. By deliberately selecting varied items, I aimed to understand the scanning process and its challenges. Through this exercise, I gained firsthand insights into user challenges and the factors shaping their interactions with the self-checkout machine.

Task 1

Pain Points


  • Uncertainty - They worry that prices might go up in the future

  • Financial Stress - They feel they need to earn more just to afford a decent place to live.

  • Utility Expenses - Utility bills being included in the rent

Key Findings


  • Adapting to Costs - There is a pervasive sense of uncertainty among renters regarding their ability to afford rent now and in the future.

  • Budget-Friendly Decisions - This financial stress impacts their overall well-being and quality of life.

  • Quality Matters - People still want a nice place to live with good amenities and surroundings.

  • Thinking Ahead - People consider how long they'll stay in a place

30 Particpants

Competitive review

I analyzed the self-checkout interfaces at Shoppers Drug Mart to identify best practices and potential areas for improvement. I noticed a couple of areas that needed improvement compared to our competitors. For instance, I found that Shoppers Drug Mart offers an option to easily request a shopping bag and prominently displays the bags in front of the self-checkout machines. However, our competitors have more crucial information displayed on their screens, such as a clear "call for help" button.

we carried out several activities to engage the participants to understand their pain points on the very issue. Participants were suppose to put in the information in the says, thinks, does and feel section

Competitive review

Observations

I conducted user research by observing interactions with the existing interface to pinpoint common issues and pain points. To facilitate this study, I visited Loblaws and purchased a diverse range of items for checkout. These items included those with barcodes, items without barcodes, and alcoholic beverages. By deliberately selecting varied items, I aimed to understand the scanning process and its challenges. Through this exercise, I gained firsthand insights into user challenges and the factors shaping their interactions with the self-checkout machine.

I analyzed the self-checkout interfaces at Shoppers Drug Mart to identify best practices and potential areas for improvement. I noticed a couple of areas that needed improvement compared to our competitors. For instance, I found that Shoppers Drug Mart offers an option to easily request a shopping bag and prominently displays the bags in front of the self-checkout machines. However, our competitors have more crucial information displayed on their screens, such as a clear "call for help" button.

20 mins task

Observations

I conducted user research by observing interactions with the existing interface to pinpoint common issues and pain points. To facilitate this study, I visited Loblaws and purchased a diverse range of items for checkout. These items included those with barcodes, items without barcodes, and alcoholic beverages. By deliberately selecting varied items, I aimed to understand the scanning process and its challenges. Through this exercise, I gained firsthand insights into user challenges and the factors shaping their interactions with the self-checkout machine.

Task 2

Pain Points


  • Limited Access to Essentials: Residents struggle with inadequate access to Essentials.

  • Commuting Hassles: Long travel times and unreliable transportation.

  • Geographic Barriers: In some neighborhoods, there aren't enough essential services like stores or parks nearby.

Key Findings


  • Importance of Nearby Amenities: People really want places like stores, parks, schools, and buses close by.

  • Geographical Challenges: The location of housing poses challenges in accessing essential services.

  • Community Concerns: Residents expressed concerns about the lack of accessibility to key amenities such as grocery stores and parks.

  • Opportunities for Improvement: Enhancing public transportation networks, promoting development, and engaging with the community.

30 Particpants

Competitive review

I analyzed the self-checkout interfaces at Shoppers Drug Mart to identify best practices and potential areas for improvement. I noticed a couple of areas that needed improvement compared to our competitors. For instance, I found that Shoppers Drug Mart offers an option to easily request a shopping bag and prominently displays the bags in front of the self-checkout machines. However, our competitors have more crucial information displayed on their screens, such as a clear "call for help" button.

we carried out several activities to engage the participants to understand their pain points on the very issue. Participants were suppose to put in the information in the says, thinks, does and feel section

Competitive review

Observations

I conducted user research by observing interactions with the existing interface to pinpoint common issues and pain points. To facilitate this study, I visited Loblaws and purchased a diverse range of items for checkout. These items included those with barcodes, items without barcodes, and alcoholic beverages. By deliberately selecting varied items, I aimed to understand the scanning process and its challenges. Through this exercise, I gained firsthand insights into user challenges and the factors shaping their interactions with the self-checkout machine.

I analyzed the self-checkout interfaces at Shoppers Drug Mart to identify best practices and potential areas for improvement. I noticed a couple of areas that needed improvement compared to our competitors. For instance, I found that Shoppers Drug Mart offers an option to easily request a shopping bag and prominently displays the bags in front of the self-checkout machines. However, our competitors have more crucial information displayed on their screens, such as a clear "call for help" button.

20 mins task

Observations

I conducted user research by observing interactions with the existing interface to pinpoint common issues and pain points. To facilitate this study, I visited Loblaws and purchased a diverse range of items for checkout. These items included those with barcodes, items without barcodes, and alcoholic beverages. By deliberately selecting varied items, I aimed to understand the scanning process and its challenges. Through this exercise, I gained firsthand insights into user challenges and the factors shaping their interactions with the self-checkout machine.

Task 3

Pain Points


  • Vulnerable entry points or access areas in buildings or neighborhoods

  • High theft rates of delivered parcels.

  • Limited Space: Many tenants feel cramped in their rental units due to small rooms.

  • Poor Quality: Outdated furniture and neglectful maintenance have made the rental units feel rundown.

  • Privacy Concerns: Shared bathrooms and thin walls mean tenants have little privacy.

Key Findings


  • Some Neighbourhoods don't feel safe, due to homeless people.

  • High level of insecurity in the vulnurabilities in the existing security infrastructure and protocols.

  • Old Furniture: Outdated furniture is a major source of dissatisfaction among tenants.

  • Extra Cost for Laundry: Charging tenants for laundry services adds to their financial burden.

  • Poor Maintenance: Neglecting maintenance leads to issues like poor ventilation.

  • Desire for More Bathrooms: Tenants want enough bathrooms to ensure privacy and convenience.

30 Particpants

Competitive review

I analyzed the self-checkout interfaces at Shoppers Drug Mart to identify best practices and potential areas for improvement. I noticed a couple of areas that needed improvement compared to our competitors. For instance, I found that Shoppers Drug Mart offers an option to easily request a shopping bag and prominently displays the bags in front of the self-checkout machines. However, our competitors have more crucial information displayed on their screens, such as a clear "call for help" button.

we carried out several activities to engage the participants to understand their pain points on the very issue. Participants were suppose to put in the information in the says, thinks, does and feel section

Competitive review

Observations

I conducted user research by observing interactions with the existing interface to pinpoint common issues and pain points. To facilitate this study, I visited Loblaws and purchased a diverse range of items for checkout. These items included those with barcodes, items without barcodes, and alcoholic beverages. By deliberately selecting varied items, I aimed to understand the scanning process and its challenges. Through this exercise, I gained firsthand insights into user challenges and the factors shaping their interactions with the self-checkout machine.

I analyzed the self-checkout interfaces at Shoppers Drug Mart to identify best practices and potential areas for improvement. I noticed a couple of areas that needed improvement compared to our competitors. For instance, I found that Shoppers Drug Mart offers an option to easily request a shopping bag and prominently displays the bags in front of the self-checkout machines. However, our competitors have more crucial information displayed on their screens, such as a clear "call for help" button.

20 mins task

Observations

I conducted user research by observing interactions with the existing interface to pinpoint common issues and pain points. To facilitate this study, I visited Loblaws and purchased a diverse range of items for checkout. These items included those with barcodes, items without barcodes, and alcoholic beverages. By deliberately selecting varied items, I aimed to understand the scanning process and its challenges. Through this exercise, I gained firsthand insights into user challenges and the factors shaping their interactions with the self-checkout machine.

Task 3

Pain Points


  • Awareness Gap: Many fall prey to housing scams due to a lack of awareness about common tactics.

  • Verification Challenges: It's hard to verify rental listings and agents in a digital marketplace.

  • Pressure to Act: Renters often feel pressured to secure housing quickly, leading to oversight of warning signs.

  • Complex Transactions: The complexity of rental transactions provides opportunities for fraud.

Key Findings


  • Continuous Learning: Stay updated on evolving fraudulent tactics.

  • Teamwork: Collaboration is key to addressing housing fraud.

  • Preventative Actions: Proactive measures are crucial for mitigating risk.

  • Public Engagement: Engage the public through awareness campaigns and reporting.

Contact to know more about the complete design process

I'd love to hear from you!

I'd love to hear from you!

I'd love to hear from you!

If you have a project in mind or just want to say hello, feel free to reach out to me.

If you have a project in mind or just want to say hello, feel free to reach out to me.

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