MY ROLE

I led and was responsible for the product and proposition definition, visual design, information architecture and branding.

THE APPROACH

MAKING IT ALL ADD UP

Before we even begun our research phase we knew the project’s success would be measured around the accuracy of the guide prices the site would generate for its users. We needed to understand how a quote is built within this industry and how it varied across the project types and what regional differenences there might be.

SINGING IN THE RAIN

With tight timelines against a fixed delivery date a waterfall approach was taken to ensure the project kept on track and to budget.

THE DISCOVERY

BRICK BY BRICK

Using  a combination client supplied reference and desk research we identified the processes we would need break down into something that can be standardised using simple form based collection functions.

We held sessions with specialist home building publications to build a picture of the variances in regional pricing to enable us to build cost models based on features and specifications between loft conversions, house extensions and garage conversions.  

Firstly we had to breakdown how a customer quote is arrived at. Focussing on the common factors, taking each build type and stripping it back to a set of individual elements. This enabled us to build a cost model for each of the types of construction Out To Tender will offer guide costs for and build. With the help of the specialist publicaitons we then could overlay regional variations that affect a base cost.

From this research we were able to build 3 cost models that would enable us to provide an accurate cost back to the user complete with any regional variations.

We created 3 primary personas based on our initial conversations used these to help define the information architecture of the site.

Sarah, 35 year old who is planning to add to her family and looking at options to increase the size of her house. She has already had plans drawn and is now actively looking for a builder to start.

Tom, 32 year old who is debating either moving to a larger house or having a loft conversion done instead. He is busy researching costs but struggling to get a clear idea of what woudl be involved.

Steve, 42 year old running his own small building company. He currently employs a team of 6 people and finds it a struggle to visit potential new customers to provide costs. It's a balancing act between running and growing his business.

We used these personas constantly throughout the discovery phase of the project to shape and guide design decisions and establish priorities within the project.

They guided our thinking to ensure we met the goals of both Home Owners & Builders.

THE HOME OWNER

We found that home owners fell into 2 categories. Those actively looking for a builder who know what they want, and the price curious home owner who is interested in finding out how much different options would cost.

Our solution would have to allow both types of home owners a quick and easy way to specifiy what they need and then filter and manage responses from local builders.

THE BUILDER

A common response we got from builders was one of frustration, they spent lots of time writing quotes for potential clients only to find out they could not afford the costs involved. It was felt that it was a waste of valuable time but they really did not have much choice if they were to sustain and grow their businesses. 

ADDING IT ALL UP

In our customers there was a real lack of awareness of what a good price looks like for their project. Even when they have received a few quotes there was a real unease in being confident even these prices were good and fair for the work. 

HELLO, IT'S ME AGAIN

Home owners who are simply curious in how much the work would cost find that they request a builder to provide a quote then find themselves avoiding follow up calls from the builder as the costs were more then anticipated.

CAN YOU AFFORD IT?

Builders are frustrated with the curious and the customers that do not have the funds for the work they have asked for. A real customer can only be detemined once they have the costs.

IT'S A NUMBERS GAME

Builders try and balance what customers to provide a quote to and invest their time in, and what ones to decline. It's far from ideal if they want to grow their business.

FRONT DOOR

The home page has a clearly defined role for the customer. It needs to explain the product process quickly and simply. 

THE SERVICE

From the process definition the service offering boxes ensure a clear start to the journey for the customer in finding a builder.

WELCOME BUILDERS

A key recruitment page that has to provide an overview of how the process would work if they signed up..

READY TO JOIN?

Builers are promoted to complete a simple form for more information about the service via a call back.

QUOTE ENGINES

Sitting at the heart of the product are 3 quote engines that collect a customers requirements and turn them into a realistic quotes based on specific regions.

GOING TO TENDER

Quotes are built in real time as the customer makes selections on specifications. Once the set of requirements have been set you can save the details and go to tender.

DASHBOARDS

Customers can manage quotes fmor a simple dashboard.Al communication is managed within a secure customer area.

SECURE MESSAGING

All communcation is managed with the dashboard area. No builder has contact details for a customer unless they win the project.