This project is a case from QuintoAndar, the leading housing platform in Brazil and LATAM that facilitates long-term rentals entirely through digital means, allowing tenants to negotiate directly with property owners.

Think of it as an Airbnb, but for long-term rentals. You can read more about QuintoAndar in this Forbes article.

DISCLAIMER: The process is presented at a high level and all images have been provided in low resolution to protect sensitive content.

A bit of context

At that time, we had over 80 Product & Technology squads operating across various business contexts. Each area of the company had visibility into only a small fraction of the user journey.

This fragmented perspective made it impossible to understand the UX of our product holistically, limiting the Execute Team's ability to visualize and identify strategic opportunities for innovation.

Problem Framing

The 'Experience Map' was a task force assigned to provide a single and comprehensible visualization for the end-to-end user journey, enabling Product & Tech and the Executive Team to coordinate efforts.

By engaging with stakeholders from diverse business contexts, we built a shared taxonomy and mapped touchpoints from product and comms.

Our motto was "Understand the AS IS to design the TO BE"

Experience Map - low resolution to protect sensitive content

Facilitating connections

Next, we planned an online design workshop to bring together experts from Product, Design, Marketing, PMM, CX, and beyond, fostering interdisciplinary collaboration to discover experience gaps across the holistic user journey.

• By analyzing comments, we identified and addressed UX, visual, and content issues.

• By providing a shared map, teams could autonomously make course corrections and improve the product's live experience.

Experience Map online workshop - low resolution to protect sensitive content

Leading through Design

We created several visualizations to support our team. The next phase was to deliver an Executive visualization, connecting the user journey with user needs, UX research findings, business metrics, and other relevant data points.

This was a great opportunity to connect research findings from several initiatives to a single artifact. UX Research informing strategic decision-making.

Experience Map + UX Research findings - low resolution to protect sensitive content

Executive Team:
imagining the future

Lastly, we had the opportunity to facilitate an onsite design workshop with the entire Executive Team + Design Leadership.

The main objective was to align on opportunity areas to improve the user experience and influence the planning for the following year.

• We strategically positioned the Design discipline as the leading role in the discussion about User Experience.

• Influenced Org changes to ensure better governance over the product journey.

• Experience Map artifacts became an integral part of the teams' work routine.

Results

Thanks for reading!

Important note: this is a short version of the project. More data and details about the research and design process can be provided upon contact. Have a great day!