ReloAccess
A customer transformation product that allows clients and employees to self-manage their relocation moves.
Problem
Clients and employees need to connect with consultants to process a large volume of relocation queries. This takes up valuable time for consultants and clients, and removes a layer of transparency across the complex process.
Solution
Design of a single stop solution for relocation services for both clients and their employees. Product in which clients can manage their moves/expenses and see real time tracking of immigration processes, easing off the burden on consultants and shortening the query progress times.
My Role
Senior Design Manager, working across wider team (external developers). Leading research, UX and CX initiative.
Scope
6 months full time project, spanning UX/CX and internal communication taskforce.
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Product highlights
Client customisable dashboard
Employee dashboard layout will be dictated by the client to ensure client specific needs are met and customisable to their users. Examples include ensuring immigration checks or expenses are front and centre. The flexible dashboard allows for a user-centred approach.
Visual progress reports
To help users understand where they are with immigration and other processes, simple visual roadmaps display key milestones, as well as potential blockers and calls to actions. Users now have a visual representation of their relocation journey, together with a more detailed dropdown communication tool.
Client KPI infographics toolset
To help clients navigate spending and other KPI metrics, I have designed an easy to understand series of infographics which sit prominently on their dashboard.
These highlight client-specific trends, including: cost per month, initiations per month, spend by move etc. These were designed to promote quick info gathering and promotes transparency.
Employee communication tools
To eliminate the need for back-and-forth emails/texts and correspondence between 3rd party agents, a powerful communication tool was implemented through early discussions with users. This can facilitate communication between employees, clients, consultants and realtors/solicitors.
Through the early discovery, the users reported a preference for a built-in comms tool that streamlines the number of channels that is needed for tracking the relocation.
Reports and expenses
As part of the research, users have highlighted the need to promptly and effectively submit expenses.
Together with ease of submission, the validation and approval processes are key aspects in the design of the main dashboard/usability.
Its roll out afforded consultants significant time savings as well as peace of minds for employees.
Resources gallery
A resources repository has been highlighted as one of the key needs for the users. This includes general information on relocation, information relating to immigration, house buying or general culture-specific info.
A central info-hub permits users to familiarise themselves with useful tips, freeing up the time for consultants.
Visual Development: The art of possible
During the mid-development stages, I’ve created high fidelity wireframes to serve as a guide on the look and feel of the product. I’ve focused on a minimalistic look and feel with a clear functionality presence for the end user.
Due to production restrictions within React, many aspects of the original designs were changed due to the art of possible. Working within Agile-based teams I continued working with developers to ensure consistency and adherence to user requirements/story boards agreed upon by the stakeholders.
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CX Transformation
As part of the larger piece relating to the project, I’ve worked with the SLT on crafting the Customer Experience transformation. This included elements outside of ReloAccess and enabled a customer-centric approach to relocation, through the use of new company policy, technology, AI, and self-service SaaS.
The content and CX strategy were vital in ensuring the new stop approach in delivering the transformation strategy. This needed to be communicated effectively across internal channels and clients who were being on-boarded onto the new platform. I’ve worked with management on crafting the key components, ensuring their stories fit together in a cohesive narrative. The key thing for me was to focus on the user and how this CX transformation will affect them, as well as how ReloAccess enables faster relocation and problem-solving. Designing a Customer Experience Journey map that addresses these questions, was one such step in showcasing the changes. I have also crafted the empathy map wheel which links in with the journey map and responds to human-centric emotions that affect customers on the CX side.
