
Rently revolutionized property management with its self-guided tour technology. Aimed at improving the rental process, Rently allows prospective renters to tour properties independently, minimizing scheduling conflicts and enhancing convenience.
Despite its innovative approach, user confusion regarding the tour process led to a significant number of support calls. Recognizing the need for clearer guidance, I developed an educational stepper guide to streamline user interactions and enhance their experience.
Wait, why do I abruptly need to answer security questions? I'm here to tour.
What does the whole process look like? I'd like to know before I tour.
User Confusion
First-time users often arrived at properties unsure of the tour process, leading to missed essential steps and a lack of confidence. Many were uncertain how to enter the property or what actions to take upon arrival, resulting in frustration and an increase in customer support calls.
Moreover, after reviewing the product, I noticed that crucial information was buried in a subsection, forcing users to guess how to navigate the tour. Although the flow was inherently intuitive, this lack of visibility created a barrier for users seeking clarity. This gap not only affected user satisfaction but also placed an unnecessary burden on the support team. Addressing this issue became a priority to enhance the overall user experience.
(The former guided tour below)

Understanding User Drop-off
To tackle the user confusion, I conducted a thorough analysis of the current user flow, gathering insights from user interactions and support feedback. It became clear that many users dropped off during critical steps, particularly those related to accessing the property and understanding the instructions.
I performed a competitive analysis to assess how other platforms provided educational resources. This research revealed that successful platforms utilized instructional videos, tooltips, and pop-up guides to aid users. However, I realized that any solution for Rently needed to be less intrusive while still effectively educating users on the self-tour process.

Transitioning to a New Design System:
At the time of this project, Rently was in the midst of transitioning between two design systems. The older system, characterized by an orange color scheme and inconsistent components, was being replaced by a new standardized system called "RentlyOne."
As the educational guide was being designed, I took the opportunity to align it with the new RentlyOne system, ensuring that the components used were consistent, scalable, and adhered to Rently’s new brand guidelines. This transition was critical for creating a cohesive user experience across the platform, ensuring that users would not be disoriented by mixed interfaces during their property tours.

Educational Guide Creation
I designed an educational stepper guide that broke the tour process into digestible, easy-to-follow steps. The guide featured illustrations and bite-sized instructions to accommodate a diverse user base. Users could engage with the prompts at their own pace, receiving necessary information without feeling overwhelmed.
I also focused on ensuring that security steps were emphasized, such as locking the door after the tour. These additions addressed both the user confusion and the security concerns identified in the research phase.
Key Design Solutions:
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Educational Step-by-Step Guide: An interactive, optional stepper guide provided users with the flexibility to engage at their own pace.
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Human-Like Illustrations: Relatable visuals created an approachable, familiar experience for a diverse user base.
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Security Reminders: Prompts to lock the door after tours addressed crucial security concerns.



Stepper Integration and Security Reinforcement:
During prototyping, the educational guide was integrated into the first screen that appeared when users arrived at the property. This provided immediate, crucial information to help guide users through the entry process, reducing confusion.
Testing revealed that users were more likely to complete the self-guided tour confidently after interacting with the guide. To further reinforce the security aspect, I added prompts reminding users to lock the door upon exiting, which increased the completion rate of the tour process and reduced security risks associated with unlocked properties.
