Real Estate Agents
Mobile App
Voice of Customer
Granting property access to people outside of the organization
Granting property access to people outside of the organization
I designed a solution for grantors to quickly give access to their clients by building on top of Managed Access and tying in existing multi-factor authentication flows.
I designed a solution for grantors to quickly give access to their clients by building on top of Managed Access and tying in existing multi-factor authentication flows.
Short on time? Here's a quick summary of the project.
Short on time? Here's a quick summary of the project.
Team
1 Designer, 1 Developer, 1 PM
1 Designer, 1 Developer, 1 PM
Problem
Some people may only need a one-time access to a property. They won't have a Supra One subscription but will still need to be able to open the lockbox. I designed a solution for grantors to set up an appointment and send an invitation and the grantee can type in their information, create the account and access properties.
Some people may only need a one-time access to a property. They won't have a Supra One subscription but will still need to be able to open the lockbox. I designed a solution for grantors to set up an appointment and send an invitation and the grantee can type in their information, create the account and access properties.
Research (Voice of Customer)
Staff administrators were originally apart of the account creation process since they needed to add grantees into the org before an invitation to create an account can be sent. They have been removed from the process so now it's more efficient and just between the grantor and their grantee.
Staff administrators were originally apart of the account creation process since they needed to add grantees into the org before an invitation to create an account can be sent. They have been removed from the process so now it's more efficient and just between the grantor and their grantee.
Solution
This solution has 2 experiences: the grantor and grantee. Grantors no longer need to reach out to their staff admin, simply type in the mobile number and set up the appointment, the invitation will be sent upon completion. Grantees are sent a unique invitation link for them to type in their details to create an account.
This solution has 2 experiences: the grantor and grantee. Grantors no longer need to reach out to their staff admin, simply type in the mobile number and set up the appointment, the invitation will be sent upon completion. Grantees are sent a unique invitation link for them to type in their details to create an account.
Impact
80% of agents have a second lockbox specifically for these clients that don't have Supra accounts. They are now able to grant access to them. Since this feature is newly implemented, we are currently monitoring the usage data, adoption rates and success rates.
80% of agents have a second lockbox specifically for these clients that don't have Supra accounts. They are now able to grant access to them. Since this feature is newly implemented, we are currently monitoring the usage data, adoption rates and success rates.
Background
Some people might need a one-time access for a property.
Some people might need a one-time access for a property.
Agents, inspectors, appraisers, or other companies might need to access a specific property once. It doesn't make sense for them to pay for a Supra subscription just to open our lockbox. We need to create a way for listing agents (grantors) to invite their grantee and for the grantee to set up their account as easily as possible.
Agents, inspectors, appraisers, or other companies might need to access a specific property once. It doesn't make sense for them to pay for a Supra subscription just to open our lockbox. We need to create a way for listing agents (grantors) to invite their grantee and for the grantee to set up their account as easily as possible.
Discovery
We wanted to find ways to improve managed access
We wanted to find ways to improve managed access
We got a lot of feedback from releasing managed access and I was exploring ways to improve the current flow. Simultaneously, single access, a type of managed access, became a priority, so this was a perfect opportunity to get feedback and improve the feature altogether.
We got a lot of feedback from releasing managed access and I was exploring ways to improve the current flow. Simultaneously, single access, a type of managed access, became a priority, so this was a perfect opportunity to get feedback and improve the feature altogether.
Problem
There is a lot of waiting and miscommunication for inviting a grantee. The process is flawed because it requires a middle-man, a lot of waiting, and the grantee is not creating their account on their own.
There is a lot of waiting and miscommunication for inviting a grantee. The process is flawed because it requires a middle-man, a lot of waiting, and the grantee is not creating their account on their own.
Administrators are coordinating
The current process requires the listing agent to reach out to their administrator to add their grantee as a user in our system, they even need to create a password for them. The admin hates having to be the middle man, they're "doing a lot of coordinating and not getting paid to do it."
Grantees are missing the invitation
Since the invitation is sent by the administrator and then the appointment is made, the grantees don't realize they received an invitation. The link expires or they don't see it, regardless, they cannot create their accounts.
