Relosophy provides relocation services to people moving to Germany, mainly the Munich area, from other European countries.
Because the business was B2C, my client had first-hand experience and plenty of knowledge about the pain points people have when moving to a new country. During the initial discussions I identified three major personas, plus three supporting ones.
Key persona, the one most involved (emotionally) in the entire process. They need to see the whole process and understand how it’s going.
To always know how much budget is left.
Little time for the bureaucracy and endless back and forth over email and WhatsApp.
Direct access to their documents and process status, without asking for permission.
Manages the entire relocation process and is the go-to person for all other people involved.
A transparent, predictable process, with a timestamp on every change.
Too much document traffic over email and WhatsApp, and resistance from HR and customers.
Documents, visit details, call history and invoices in one place.
Responsible for the relocation on behalf of the company where the person who is relocating is hired.
Full transparency on how the relocation is going.
Resistance towards externals and pressure from the company to save money.
Regular updates, and a heads-up on when the employee can realistically start work.
They need to be involved from the beginning in the whole process. May support the relocation consultant. Project managers of the house.
To see the whole process and understand how it is going.
Often the best person to help, yet in the dark on expenses and stuck in the email and WhatsApp back and forth.
Direct access to files, process status and the budget left.
Usually it’s the relocation consultant.
Above 8 clients a month per consultant, a dedicated immigration specialist is needed.
Access to the documents and the timeline, and reminders on when to start a case.
Admin assistant who does invoices for the clients and providers. Initially it’s the relocation consultant, but in the future it could be a person hired specially for this.
Invoices that pull percentages and partial services.
The person relocating and the relocation consultant interact throughout the entire process, so I focused on an efficient communication flow between them. Then I mapped a sitemap to see where to focus the effort and where the product could grow once an MVP was done.
I started from some existing mobile wireframes made by the client, which already had a lot of detail about each step of the process: house details, offer details and more. We decided to design the desktop solution first, because many of the interactions needed a computer, like uploading and editing documents.
Needs assessment form
My profile: adding a first name
My profile: dropdown
Your journey: step 2
Documents
Your journey: step 4
Your journey: step 5, proposals
Your journey: step 5, scheduled visits
Your journey: step 7
Your journey: step 8
The consultant manages many clients at once, so the interface starts from the list of clients and the stage each of them is in, and gives the consultant one page per client with the process, the documents and the history.
Clients
Assessment briefing call
Client page: proposals
Adding a new house proposal
Client page: key steps
Activity
Application portfolio
