Housing.com
From Static to Seamless: Revamping Key UI Flows to Elevate User Engagement in Housing Chats.
INDUSTRY
Real Estate
MY ROLE
UX/UI DESIGNER
Post-pandemic, the way users buy or rent properties has shifted significantly. With fewer site visits and limited face-to-face interactions, digital platforms must offer more humanized and expressive ways to communicate. This project focuses on creating an engaging in-app chat experience that bridges this gap, combining smooth onboarding with expressive messaging features like emojis, stickers, GIFs, and quick replies.
Challenge
Privacy concerns from sharing personal phone numbers with multiple brokers/owners.
01
Users had to switch between browsing and calling, creating friction in the journey.
02
New users struggled to understand chat capabilities without proper onboarding.
03
Story Behind the Stats
Through a dual lens of numbers and narratives, we explored both the scale of user frustrations and the emotions driving them. This holistic view allowed us to identify the real gaps in the housing journey and frame solutions that are data-backed yet empathetic.
Concerns That Shape Design
Real voices reveal the everyday frustrations of people navigating property conversations
⏳
Why do I have to wait so long for responses or repeat the same questions again and again?
📞
Why am I forced to call when I’d rather chat directly in the app?
😀
Why can’t I use emojis or stickers to express myself better in chats?
😕
Why do irrelevant or spammy inquiries take up so much of my time?
🔒
Why do I have to share my phone number with so many strangers just to ask about a property?
🏠
Why can’t property details stay visible in chat so I don’t lose track of which home we’re talking about?
Connecting the Dots with Data
Every number adds context. Together, these statistics outline the shift toward safer, more expressive digital conversations
15%
Direct Calls
23%
Messaging Apps
62%
In-App Chat
👉 The majority of users (62%) prefer in-app chat, validating the need for a secure, integrated communication system, while direct calls remain the least favored due to privacy concerns
Defining Persona
To design a more human-centered housing experience, we identified representative users who face real communication challenges. These personas highlight the frustrations, goals, and needs of typical buyers and sellers, helping us focus on the right problems to solve through in-app chat improvements.
The Privacy-Conscious Renter
Rohan Mehta – Finding Home Without Losing Privacy
Rohan Mehta
Bangalore, India
IT Consultant at a MNC
Age - 28
Status - Single
Income - ₹8–10 LPA
A busy young professional searching for a safe, budget-friendly home while valuing privacy and ease of communication.
Goals & Needs
Find an apartment quickly within budget and desired location.
Have all property details consolidated in one place.
Communicate instantly with sellers for faster decision-making.
Pain points
Feels unsafe when his phone number is shared with multiple strangers.
Has to repeat the same questions about rent, amenities, and location.
Direct calls feel intrusive, especially during work hours.
Bio
Rohan recently moved to Bangalore for work and is looking for a 1BHK apartment. With long working hours, he has little time to visit properties physically and prefers handling everything online. He values quick, secure, and private communication with sellers. He avoids unnecessary calls and expects instant, clear communication within the app.
Motivations
PRICE
PRIVACY & SECURITY
Speed of Response
Personality
TECH SAVVY
INTROVERT
EXTROVERT
CAUTIOUS
RISK TAKER
👉 Designing for Rohan means creating a secure, intuitive, and human-like communication channel where he can browse, connect, and decide with confidence.
The Efficient Seller
Neha Sharma – Reaching Genuine Buyers Without the Noise
Neha Sharma
Bangalore, India
Property Owner
Age - 34
Status - Single
Income - Upper Middle Class
An independent property owner who wants to reach genuine buyers quickly while keeping communication simple and secure.
Goals & Needs
Connect with genuine buyers without wasting time on spam calls.
Avoid repeatedly answering the same questions about property details.
Showcase her property details clearly and professionally.
Pain points
Must explain the same property features multiple times.
Receives spam calls or inquiries from non-serious buyers.
Hesitant to share her mobile number publicly due to privacy risks.
Bio
Neha is a small business owner who rents out her properties for additional income. She finds it exhausting to deal with irrelevant phone calls and is often wary of giving her number to strangers. She values trust and efficiency but wants an easy, reliable system that filters serious buyers, saves her time, and keeps her personal information safe.
Motivations
QUICK DEALS
PRIVACY & SECURITY
ENGAGEMENT WITH BUYERS
Personality
TECH SAVVY
INTROVERT
EXTROVERT
CAUTIOUS
RISK TAKER
👉 Designing for Neha means building a streamlined, secure, and trustworthy experience that reduces her effort while increasing meaningful engagement with buyers.
“Focusing on users’ need for 🔒 secure and 💬 meaningful conversations, I crafted an in-app chat experience that protects privacy, simplifies communication, and adds expressiveness.”
Redefining Communication Flow
The old UI forced users into phone calls and number sharing, creating insecurity and drop-offs. The new UI introduces direct in-app chat with stickers and emojis, turning communication into a safe, engaging, and conversion-friendly experience.
Key Takeaways
Repeated detail sharing or being pushed to third-party apps creates frustration. Streamlining the flow keeps users exploring and conversing longer.
Friction Kills Interest
Users perceive number sharing as unsafe. In-app chat without phone disclosure builds trust and makes them more willing to engage.
Privacy Is a Deal-Maker
Keeping property details visible during chat reassures users and reduces confusion. Emojis, stickers and quick replies turn bland text into a conversation.
Context Builds Confidence
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