MOVEZY
Desktop-first responsive website for easy relocation management within major cities in India
CLIENT
Hypothetical
PROJECT DURATION
Apr '23 - Oct '23
KEY MOMENTS
PROJECT BACKGROUND
In urban India, there are several logistic companies that help people relocate and many local companies that provide home repairs and home cleaning services. But it can be very stressful for a person to plan and coordinate all these services to ensure a smooth transition.
Movezy is a company that provides a one-stop solution to help people move. They connect their users to professionals who guide and take care of the whole moving process.
HYPOTHESIS
Our assumption is that the users benefit from the online services to help them move to a new community. We need to find out how the users decide on and reach out to service providers and understand what are their attitudes and beliefs.
USER RESEARCH
RESEARCH METHOD
I started with secondary research and a competitive analysis. Then, I conducted in-depth user interviews and synthesized the insights through affinity mapping. Following this, I defined the problem using POV statements and HMW questions, and visualized the user's journey through storyboarding. This structured approach enabled me to uncover deep insights and clearly articulate the design challenge.
SECONDARY RESEARCH FINDINGS
NEEDS
Reliable relocation services which include services like packing, moving, furniture assembly, home repairs and maintenance
Temporary storage option for valuables during long-distance moving
Temporary accommodation option during long distance moving as the waiting period can be long
GOALS
Hassle-free relocation services
Affordable intra-city relocation services
Access to verified and reliable services
Safe and secure storage options
Comfortable pet boarding and relocation services
MOTIVATIONS
Need for trustworthy and efficient relocation services
Desire to avoid fraudulent or unreliable companies
Clean and well-functioning home post relocation
To reduce stress and chaos during the process of transitioning to a new community
To save time and effort by relying on skilled workers
IN-DEPTH USER INTERVIEWS
I interviewed six participants to gain a deeper understanding of their experiences and perspectives. I then synthesized the data by creating an affinity map, which helped me identify key findings. These findings were categorized into three main areas: motivations, goals, and frustrations.
MOTIVATIONS
Searched online for reviews
Called and compared different movers and packers services to find the best prices and reliable services
Ease of access for booking
Services like unpacking, furniture arrangement, cleaning and professional packing were also some of the key motivators other than affordability and reliability
GOALS
The primary goal of all the users was to move to a new place using relocation services that are reliable, affordable and require minimum effort to access.
Want to feel confident and reassured that their valuable items will be safe and well-cared for during the relocation process.
FRUSTRATIONS
It is very difficult to manage and coordinate between different services.
Many working professionals do not have sufficient time to manage and supervise service providers who work on different schedules.
Home cleaning has to be done again after the packers and movers leave.
Furniture arrangement and organising the kitchen took a long time without help. Both are important requirements for a house to function properly.
DEFINE
POV STATEMENTS
I would like to explore ways to help a busy working professional in their 30s, manage and coordinate home relocation services because it is difficult for them to take time off frequently to closely supervise various relocation services.
A busy working professional needs to manage and coordinate home relocation services for their elderly parents remotely because they want to ensure that their parents transition to a new community smoothly and hassle-free.
STORYBOARD
INFORMATION ARCHITECTURE
CARD SORTING
CARDS
The similarity matrix had most agreement between 66% and 83%
Based on that, I drew the decision line at 70% for category sorting on dendrogram
Moving supplies, pet care services, temporary and furniture disassembly was grouped together by 100% of participants
CATEGORY GROUPING
17 cards that were service related had the highest agreement
Dendrogram analysis indicates 9 clusters of grouping
KEY TAKEAWAYS
Many participants were confused about the difference between account and user profile.
Topics like timeline, site visit photos, deadline and real time tracking was grouped together by 66% participants
I felt that the analysis would be more effective if it was moderated study and had more number of participants
CARD GROUPING RECOMMEDATION
SITEMAP
To ensure a seamless user experience, I designed a clear and intuitive sitemap that organizes the website's content into logical categories. The goal was to make it easy for users to find the information they need and complete tasks efficiently. The sitemap is structured with the following primary sections:
LANDING PAGE
USER DASHBOARD
USER FLOW
TASK: Booking services post registration
LO-FI WIREFRAMES
LANDING PAGE
ESTIMATE CALCULATOR
CUSTOMER DASHBOARD
USER INTERFACE DESIGN
BRAND IDENTITY
USER-CENTERED APPROACH TO RELOCATION IN INDIA: HOW MOVEZY WORKS
Users begin by creating an account on the Movezy website, where they are guided by a dedicated relocation assistant. The assistant helps them craft a personalized moving plan that aligns with their unique needs, budget, and timeline.
On moving day, Movezy’s professional team handles everything—from expert packing to secure transportation and careful unpacking. Special care is taken with delicate or valuable items, ensuring a stress-free experience.
The website’s user-friendly interface allows users to manage and track their entire move in real time, offering transparency and control throughout the relocation process.
Comprehensive Post-Move Support: After the move, users have access to ongoing support, with any concerns—such as damage claims—being addressed quickly and efficiently to ensure a smooth transition. They can also access home care services anytime post-move
HI-FI WIREFRAMES
LANDING PAGE
ESTIMATE CALCULATOR
USER DASHBOARD
USER TEST
RESEARCH GOAL
To conduct a usability test to evaluate how well users navigate the website, find information, and complete tasks.
RESEARCH METHOD
Conducted tests remotely using zoom and took notes during test
Used affinity mapping method to identify common themes and recommendations Sorted the feedback using feedback grid
Sorted recommendation through frequency to severity mapping to prioritise results
TASKS
Using the website’s “get free estimate” feature
Create an account to access your dashboard
Schedule a video session with the relocation manager
FEEDBACK GRID
NEXT STEPS RECOMMENDED
Make “what to expect” concise and easy to read
Mention date of inspection on the onboarding form
Show an estimate of how much time it will take rather than writing percentage
Mention damage protection on the landing page
Mention special services on the landing page on what we do section
Have a rough estimate of pricing on the website
Add a map to pin location accurately
Remove checkboxes from form filling wherever it is not required
FREQUENCY TO SEVERITY MAPPING
FINAL ITERATIONS
LANDING PAGE
PREVIOUS
Added “Special Services” in “What we do” section
Moved up 2nd CTA to “What we do” section above
Changed caption and content to add information on damage protection
Added damage protection plan link to find more details
REVISED
ESTIMATE CALCULATOR FORM
PREVIOUS
Removed “what to expect” text and added it as a separate pop-up page to ensure readability
Added a map to pin location accurately
REVISED
USER ONBOARDING FORM
PREVIOUS
Added date of assessment selection for relocation manager to plan ahead
REVISED
USER DASHBOARD
PREVIOUS
Instead of progress percentage, indicating progress in hours left
Removed inactive color to indicate completed work and added a 'tick' mark
Added a section to show all important dates
REVISED
KEY TAKEAWAYS
This project allowed me to focus on user research and design based on real user needs, particularly for complex tasks like relocation. My background in architecture helped, but I consciously tried to avoid biases by following a structured design process from discovery to testing. Without deadlines or client pressure, I had the opportunity to thoroughly learn the UX process, honing my skills in information architecture and task flow design. User research confirmed that clear navigation, intuitive tasks, and personalised support are essential for a seamless user experience.