Happy Co - Inspection App
Happy Co Due Diligence is an inspection platform that simplifies property audits by offering a suite of apps. These tools help users conduct unit and property inspections, compare lease data, and uncover potential revenue discrepancies. As the platform grew in scale, Happy Co needed to refine its user experience to meet the evolving needs of its increasingly diverse user base.
UX Researcher
Happy Co
6 Weeks
Native & Web App Responsive
Challenge
Happy Co’s platform was originally designed based on assumptions about how small-to-medium enterprises (SMEs) conducted inspections and audits. As the company scaled, these assumptions no longer held true, creating friction in user workflows. Feedback from users highlighted several pain points, but Happy Co lacked a clear understanding of where to focus its efforts to improve the platform. The challenge was to identify the specific issues users faced during inspections and lease audits and to create a strategy for addressing them.
Results
The customer journey map became a central tool in Happy Co’s decision-making process, guiding the development of a more user-centric platform. The insights we gathered were directly used to shape the product roadmap, allowing the company to prioritise features and address the most pressing pain points identified by users. The result was a clearer direction for product improvements that aligned with real user needs.
My Approach
We started by conducting stakeholder interviews to understand the lease audit process and identify the main user roles within the platform. Once we had a set of assumptions, I created an interview script and recruited participants from different user groups to validate our insights. Throughout the process, we conducted interviews with 26 users across the US, adjusting our script as new insights emerged to ensure our assumptions were tested thoroughly. This iterative approach helped us validate key pain points and gain a holistic view of user needs.
What I did:
My role in this project spanned several key areas. I was responsible for developing the research strategy, managing stakeholder interviews, and leading participant recruitment. Additionally, I coordinated all research-related tasks, including the logistical aspects of recruitment and communication. I conducted 26 in-depth interviews with participants from the US, and as a result, created key artefacts such as a customer journey map that served as a basis for strategic recommendations.
The Solution
We developed a customer journey map that outlined the end-to-end process of a due diligence project. This map captured the roles of key users, the steps they took, and the pain points they encountered. By doing so, we were able to highlight where Happy Co should focus its efforts to streamline the platform for a better user experience and ultimately create a roadmap for feature development.
Reflection
If I were to approach this project again, I would have liked to conduct the research in person. Observing users directly during their unit walks and inspections would have provided an even deeper understanding of their challenges. While remote interviews gave us valuable insights, in-person observation would have added another layer of context that could have influenced our recommendations further.