Transforming how tenants apply for their new home.
Making an offer for a property is an exciting ("a new home!") and anxious ("60% of my salary goes towards rent!") moment for many, and a crucial touchpoint for Rentify. This on-boarding process has traditionally been a long, exhaustive, and not hugely positive — how could it be turned into a positive and impactful experience?
Adopting a warm conversational tone was important when requesting detailed and often quite sensitive pieces of information. It was important to make clear why each question was being asked, and importantly, how their response would be used in processing the offer.
Details were added to evoke surprise and delight, such as letting users know which famous individual shares their birth date. A series of anthropomorphic animal characters is randomly assigned to each tenant, adding personality and a sense of playfulness to the experience.
The project reduced the property manager to property ratio, and saw an increase in tenant CSAT and NPS ratings.
99% increase in tenant CSAT