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TLC Management Co.
Information Architecture | Content Strategy
This is a school project as a part of the HCI 457: Information Architecture and Content Strategy course. The goal of this project is to use the User Experience design process to create effective Information Architecture structure by conducting tests such as Card Sort, IA test, and First Click test.
This is an individual project, and I worked solely on the Research (Content Inventory, Card Sort, IA test), Design (Sitemap, Wireframes), and Testing (First Click) phases.
TLC Management Co. is a property management company based in Chicago. The company owns, maintains and operates its properties which are located in Chicago and its suburbs. The website’s primary purpose is to show the users the availability of its rental apartments, their locations, pricing, amenities, reviews and offers.
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The website has a poor navigation system which makes it difficult for the users to look for rentals. The terminologies used in the navigation bar are confusing, repetitive and mislead the users. The categories and subcategories in the navigation do not follow a single organization scheme. https://chicagorentals.com/
Difficulty while looking for apartments, setting filters and saving selected apartments.
Difficulty while searching for properties with discounts or offers.
Difficulty while looking for information about pet policies.
"I am moving to Chicago to pursue a Master’s degree in Economics from UIC. I am excited to start my journey and make new friends. I prefer staying indoors either reading or watching Netflix. A friend suggested TLC management co. but I am struggling to look for low budget studios with easy commute options on their website."
Sam (Student)
"We are expanding our family and need a bigger apartment, we love pets and would prefer an apartment in a pet-friendly and lively community. We have heard about the TLC Management co. but are finding it difficult to learn about their pet policies on their website."
Claire and John (Couple)
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Purpose: To better understand the components of the website and to evaluate the structure.
Process: Defined the scope of content inventory to include the primary navigation as well as any clickable navigation within the pages of the site.
Learnings: There are repetitive categories and filters.
No specific organization scheme is followed to name the categories.
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Purpose: To better understand how participants grouped topics and test the validity of the categories. To see if there were better categories by making a hybrid card sort.
Process: Recruited participants to take the Card Sort test. Looked for patterns among the participants after the completion. Asked screener questions at the beginning of the card sort and also briefed the participants about the task and its context.
Results: Participants associated 'Refer a friend' with Exciting offers. Participants associated 'Sign a lease agreement' and 'Pay rent' in the Rent category as opposed to Resident services.
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Process: To further prove or disprove the original findings.
Changes: Changed the categories to 'Topic based' and subcategories to 'Task based' organization scheme. Renamed 'Pay rent' to 'Make payments' as participants associated similar words to a single category.
Results: Participants got confused with categories like Rent, Offers and Contact.
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Purpose: To test the revised categories and see if the new terminologies help the participants with navigation.
Process: Conducted 2 tests to study if the users could easily perform the two key tasks.
TASK 1 : You are new to the city and Your friend suggested TLC property management company for rental Apartment options. Where would you look for it on their website?
TASK 2 : You are a resident of a property owned by TLC property management company and you find out that the heater in your apartment is broken. How would you request maintenance on their website?
Result: 100% direct success
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Purpose: To further prove or disprove the revised site navigation.
Process: Conducted 4 task tests to study if the users could easily perform them.
TASK 1 :You are a resident of one of the properties owned by TLC management company. Your friend is looking for property in the same community and you want to refer him for a bonus, where would you go?
TASK 2 :You are a resident of one of the properties owned by TLC management company. If you are happy with the experience and want to extend the lease, where would you go?
TASK 3 :You are a dog owner and currently looking for properties owned by TLC management. You want to know about rules and guidelines for your dog. Where would you go?
TASK 4 :You are looking for a new apartment owned by TLC management company and want to check their reviews. Where would you go?
Results: Ambiguity about Referal bonus
Difficulty navigating to Pet policy
20% of participants failed to navigate to 'Sign a lease'
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The Site map is designed based on the results and feedback from of all the tests conducted. It is a 3 level site Map with a Topical and Task based organization scheme.
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Purpose: To test the efficiency and effectiveness of the designed wireframes and navigation system.
Process: Conducted 4 first click tests to evaluate the effectiveness of the navigation and to see if users get around the site and complete their intended task.
TASK 1 :If you want to know more about TLC management company, where would you click?
TASK 2 :You like XYZ apartment and you want to add it to your favorites, where would you click?
TASK 3 :If you see a list of apartments but want to narrow down your search, where would you click?
TASK 4 :You are looking for a 2 bed 2 bath apartment in uptown, where would you click?
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Designing a feature that would help users quickly save their searches. For eg. Adding a favorites icon.
Incorporating additional filter options to help users narrow down their search. For eg. Nearest train and bus stations distances.
Designing a notification feature for the application that would remind the residents to pay their rent and utilities.
Struggled with identifying a specific organization scheme for the content.
Struggled with documenting the content of the site in an excel file, especially finer details like functions and features that interactive.
Terminologies play an important role, and they can either help or hamper your ability to communicate with the user.
Every small piece of information acquired through testing (or testing that didn't go well), can benefit you and help you understand the user's point of view.
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