Home Management Website Redesign

Background
Nationwide owns a website called Home Journey Guide, which helps homeowners manage their homes. Specifically, users can get personalized guidance while seeing what maintenance tasks should be regularly performed and which projects can increase their home value.

Stakeholder Conversations
I organized several conversations with key stakeholders to define success metrics, propose a research plan, and establish touch bases to ensure continuous stakeholder-researcher alignment. Stakeholders were also invited to participant interviews to ensure they were involved with every step of research.

Goals
Obtain feedback on high-fidelity mock-ups of home maintenance dashboard, landing page, and details page.

Objectives
-Determine perception of jobs-to-be-done, value, and support presented in the mock-ups
-Determine participant engagement and motivation with concepts presented in the mock-ups
-Identify areas for improvement within the concept
-Understand homeowner habits, delighters, and pain points surrounding home maintenance to ensure precedence with previous rounds of research

Methodology
This study was broken into two parts: First, I facilitated an in-depth interview. Then, participants evaluated a high-fidelity website design via monadic testing.

Synthesis and Analysis
Participant responses were submitted to a thematic analysis.

Results
Overall, perceived value and desirability of the high-fidelity website designs are high. Breaking up lengthy calls to action from the old website into individual tasks provided a pleasant perception of the experience. However, specific [redacted] components on the presented pages led to confusion.

Recommendations
The research yields several recommendations around setting better expectations regarding participant flow to reduce confusion and better align with journey mental models. Additionally, information could be parsed out in several areas of the website to improve flow and readability.

Shareout & Beyond
Results and recommendation were delivered to product stakeholders, managers, designers, and developers via PowerPoint. I also hosted several working sessions to ensure research recommendations were incorporated into design edits.