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?
The form was streamlined, and a warm conversational tone adopted. Denoting transparently why each piece of information is required was also key to building a sense of trust and confidence in the user.
Details were added to evoke surprise and delight with every step, such as letting users know which famous figure shares their birthday. Each tenant is randomly assigned an anthropomorphic animal character, 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