The Challenge
Apartments have a yearly turn-over rate of 64% costing about $4k per unit. And for the last 7 years “a sense of community” has been the top value driver for residents according to Satisfacts. How can an app increase community and transform a stranger into a friendly neighbor in hopes they’ll renew their lease because they now feel more connected to where they live.
The Outcome
The hOp app is designed to be a catalyst of connectives for strangers that share the same space and a place for the property on-site team to cultivate and manage. hOp believes that once someone has helped another person that bond is stronger than a friendly hello in an elevator or at a resident event.
Analyzing the data that we’ve learned over the last year and a half from 25K units we began to brainstorm ways for the app to take on some of the vulnerability of talking with strangers and asking for help.
Understanding User
To ensure my UX solutions matched the needs of users, I segmented our audience and created personas based on data trends.
“Only 11% of residents know at least 6 + neighbors in their complex.
Probability of lease renewal increases 70% when a resident knows more than 6 neighbors.”
As we gained more insights into exactly who would be using the app and how their role affects their community, we created a journey map to visualize each touchpoint.
Utilizing our existing UX architecture we developed ways to manufacture content that would drive users to interact with each other instead of having the property on-site team to only rely on the community events they put on through out each quarter.
