Overview
The GeraWorld® App is an innovative digital platform designed to enhance customer experience by offering fast, seamless, and transparent access to Gera’s offerings at a single touchpoint. With Gera's ChildCentric® Homes, a pioneering concept in real estate, residents enjoy thoughtfully designed homes that prioritize children’s safety, comfort, and development.
Each home is part of a modern community featuring premium amenities, including a state-of-the-art clubhouse with exclusive, celebrity-led training academies.
The GeraWorld® App further elevates customer engagement, providing a streamlined communication channel between Gera and its customers to enhance satisfaction and build stronger connections.
ROLE
Product Designer
MISSION
Improve accessibility and usability of the application
TIMELINE
Jan 2022 - Dec 2022
Design Process
Research + Issue Detect
Empathise + Ideate
Prototype
Usability Testing
Launch
Initial Product
Gera World offers a mobile application with two phases: Pre-Possession and Post-Possession.
Pre-Possession phase of the app is a mobile platform designed primarily for property owners with Gera Developments. Key features enable users to track construction updates, view their installment schedules, and register for exclusive Gera events.
The second phase of the application, Post-Possession, is a user-focused product that enables property owners to submit queries or complaints, access the core feature—Child Centric Homes (CCH)—and monitor their children's progress in all enrolled classes.
Problems
App's Home Screen & Requests
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The navigation lacked a clear hierarchy, with no defined primary or secondary items.
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The application demanded excessive clicks for navigation.
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The iconography and typography were inconsistent, highlighting the need for an established style guide.
Hamburger Menu & Notification
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The notification lacked clarity and did not alert the user, impacting system feedback.
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The overloaded hamburger menu increased cognitive load, hindering navigation.
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The cluttered interface violated Hick’s Law, overwhelmed users and slowed decision-making.
User Research
The product team noticed that users brought up raising a ticket as an issue frequently. To understand the problem further, in-depth user research calls were scheduled by the client's team.
" We are not able to understand the process of warranty request in post-possession stage."
"There is no clear indication to track the status of the raised ticket/query anywhere."
"The way requests are displayed on the screen is undefined and one may not notice if there is any update on them"
Research Analysis
We wrote down insights and quotes from the interviews on post-its and grouped similar post-its together. This led to a user persona that gave us an understanding of the most common issues
Low Fidelity Wireframe
While wireframing, I focused on creating primary and secondary navigation of the application that would allow user to seamlessly navigate through the application.
In addition to overall navigation issue, I wanted to additionally explore how users were enrolling events hosted by Gera World. The main challenge was to introduce a complete new feature Child Centric Home in the application which was essential to the business.
After multiple iterations and brainstorming sessions, the team and I came up with the concept of two phased application, to lessen the cognitive load on the user. Once the user has full possession of their homes, the application will display a message and upgrade user to post possession and final phase of the application, live a level up.
Booking an Event
To book an event, a user would traditionally be required to call the customer care centre and give all the information. The new flow allows user to look at all the event happening now and in the future, this allows user to book events without leaving the application.
View Statements
One of the pain points that were highlighted during user interviews were that users are not able to access how many instalments are left before they get full possession of the house and there are no real time update on the construction of the house.
Child Centric Homes
The new feature of the application, this was upcoming and new concept that Gera World was introducing in India, where parents are able to enrol their children in different programs and can track their progress by getting direct feedback from coaches or instructors.
UI Design
Colors
Font
Graphic Elements
Iconography
Easier & Inuitive Request Form
Enrol your children in workshops
Gamification to increase user engagement
User Testing
The application was released for beta test with some of the users. The feedback we got was extremely positive. The users were able to navigate through application easily, they were given a set of tasks that they need to perform using the application and there answers were recorded in a excel sheet, which was later analysed to understand any issue that was consistent will all the users.
Our next steps include:​
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Introducing the feature through a 'tutorial' for existing users to understand what changes were made.
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Enabling survey through this flow.
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Refining the flow of submitting queries and requests.
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Start high fidelity designs for application meant for coach and engineers.