,עומר
!הבקשה נשלחה

.לאחר 24 שעות תקבל תגובה על הבקשה
'יש לעקוב אחר 'סטטוס בקשות 

אז מה
?צריך לעשות

למלא את הפרטים האישיים, פרטים בנכס שאליו אתם נכנסים וממנו יוצאים והאפליקציה תדריך אתכם מה לעשות עם כל ספק שירות

APPartment

An app that enables an easy way to connect and disconnect from service providers due to relocation to a different residence

The problems

Moving between apartments is a complex and stressful process, one that involves many emotions and hardships. It’s not just about packing, unpacking and cleaning - there is also the matter of bureaucracy, and plenty of it.

There’s updating change-of address with different providers: electricity, water, gas, city taxes, communications and others.

This process is often cumbersome and comes with many misunderstandings:

• which papers to produce

• who to send them to

• when and where

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Sometimes, renters are required to physically arrive at the providers’ offices, resulting in wasted time and gas.

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The target audience is very diverse and includes students, young couples, families that cannot afford to purchase an apartment, or households that made a conscious decision to live in a rental apartment in their desired area. Renters tend to settle in the big cities (particularly Tel Aviv).

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28% of Israeli households live in rental apartments. The average Israeli moves about three times in their life. The apartment rental market has been on the rise, 4% over the past two decades.

Introduction

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Solution

I came to the conclusion that an app would be the best solution to this problem, since even though our lives are packed in boxes, we always have our phones at hand. It’s simple and convenient to use for photographing paperwork and sending them easily.

Once the user puts in the current address and future address, the app will present all the relevant service providers and walk the user through the process until its completion and final confirmation from the provider.

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What is it good for?

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Ecologic

Saves on gas in

instances when physical

attendance is required,

and saves on paper

Easy

Simple guidance,

No more

bureaucracy

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Time saving

No more waiting on the phone, faxing, printing or standing

in line

Competing

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The only competitor I could find was MaZeKal, a site that transfers electric, water, gas and municipality bills. The service costs 299 ILS (sometimes they offer a sale price of 199 ILS). Transferring one bill costs 99 ILS.

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Pros: Someone else does all the work for you.

Cons: Fairly expensive for the average customer.

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User research

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03

Main conclusions

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In order to understand the user journey, I interviewed 4 individuals who had relocated between cities. I asked them questions pertaining to the process of transferring accounts, particularly city tax. Looking at city websites, I found it hard to figure out what documents are required; additionally, some cities require physical attendance, while others have online-only services.

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These were my questions:

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1.  When did you move, and where from?

2.  Who dealt with the transferring of accounts?

3.  How long did it take to understand what is needed from you?

4.  How did you track the transfers?

5.  How did you receive confirmation for the transfer?

6.  Was your experience positive, or negative?

7.  What would have made the bureaucracy easier?

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3 Main Conclusions

Everyone mentioned the cumbersome bureaucracy involved in the process, whether the physical arrival at the location, or even figuring out which forms to fill out. Above all, I tried to understand what would make the process easier and smoother for them.

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These are the key answers I received:

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1. Understanding which forms are required

2. Receiving confirmation of form delivery

3. Receiving confirmation of process completion

Onboarding

The user fills in their personal information, the information pertaining to the residence they are leaving, and information pertaining to the residence they are moving into.

The app factors in all the details then brings up the relevant service providers for each property. It was crucial for me to include generic forms in the onboarding process, such that any service provider would require: ID and rental contract. Any additional forms can be uploaded in the “request status” screen.

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The app is basically divided into two:
 

service providers for the old residence
 

service providers for the new residence
 

I used contrasting colors to help users differentiate between these sections.

Flow

I chose to demonstrate the app flow on the gas company (the template is quite similar for all service providers). It seemed right to start off with finding out if there are any bills due – it would be frustrating for the user to go through all the process of producing documents before finding out if there are bills left to pay.

For that reason, if a bill is due, the user is notified at the beginning of the process.

For the gas company, users need to input a client number and counter number. The counter number has to be taken on moving day, so I figured that if the user chooses to do the transfer not on the day of their departure/entry, the app could provide a pop-up notice on the day of the move.

pop-up 

Updating the gas company on a new residence will be done in the same manner, with an added option of a standing order.

Request status

One problem presented by the interviewees was uncertainty regarding coming up with the forms and confirming their receipt.

I therefor came up with the idea of request status: this is where the app records the document receipt process and guides the user if any other forms are needed.

For each service provider the user will have a timeline detailing the process, from the time the request was entered until its approval. 

Users can switch between providers and connect / disconnect status. 

The flow of the timeline

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סטטוס בקשות

ניתוק 

חיבור

נשלחה בקשה

בקשה נקלטה במערכת

המסמכים נתקבלו בהצלחה

בקשה אושרה

'תאריך 22 אוג

'תאריך23 אוג

'תאריך24 אוג

לשינוי או עריכה לחץ כאן

בתאריך 28.8.21
תנותק מחברת אמישראגז

If the user has decided to change the departure date for one reason or another he will be able to do so with the click of this button 

Screen

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UI Design

I designed the app using two contrasting colors, in order to make it easier for the user to distinguish between connections and disconnections.

I incorporated illustrations and clear icons, in order to make the bureaucratic process lighter and more fun. I used clean typography with large CTA buttons.

Colors

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#FFA437

#73A065

#000000

#FD3C0B

#FBDFBD

#D6E5D1

#E8E3E3

Trackers

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