Observations
Observations can be so beneficial in UX research. In our last week’s UX studio activity, I had the opportunity to observe a classmate’s apartment search process, and it was a fascinating experience.
What stood out to me is there’s so much more that users would interact with, which, as a UX designer, I cannot completely comprehend or know beforehand without meticulous research.
With the activity and the assignment that followed, I had the opportunity to observe three people in total, who I know to varying degrees. This ranged from someone I merely attend classes with to someone I’ve known for over five years. Surprisingly, all three users managed to surprise me with their approaches to apartment searching. Interestingly, the one whose behavior closely matched mine was someone I only attend classes with.
Apartment searching on websites has evolved significantly in recent years, yet there is still room for improvement. I’ve gathered many valuable insights from users, such as:
- Pinning the user’s location on a map and displaying listings based on it.
- Incorporating an integrated tracking mechanism or tool so that users don’t have to rely on external applications like Excel.
- Expanding filtering options for users who want to delve deeper into their search.
- Providing more transparent listings regarding availability, amenities, and virtual tours.
- Including Google reviews directly on the site.
- Ensuring that users do not have to disclose their phone number for contacting properties, addressing privacy concerns.
I also had the opportunity to learn that even though some measures have been taken to improve UX, it doesn’t automatically translate to a good customer experience if the service is not implemented properly. I bring this up because there are many listings that have been leased for the season, yet they still appear as available because the property management or landlord might not have updated them.
In essence, “Observations” underscores the dynamic nature of UX research and the need for ongoing adaptation and enhancement in the world of digital apartment searching. It provides a valuable perspective on the user’s journey, the designer’s role, and the potential for further improvements in this ever-evolving field.
