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Resident Self-Service Journey Review
Every online task a resident gives up on becomes a phone call. We go through your main ones the way a resident would, on a phone: reporting a repair, paying rent, checking a balance. You walk away with how long each takes, where people give up and ring, and the fixes in order.
What's included
- Your main online tasks, done on a phone from start to finish
- How long each one takes, and how many steps it needs
- Every point where someone would ring instead, with a screenshot
- The fixes, in order
Good for
Any landlord with a portal or online forms that people still ring about.What you end up with
A written review of each journey, with the fixes in order.Format
On your live online services, as a resident would use them.
How it runs
A call
Thirty minutes on the team, the tools and what you'd like to change.A written scope
What we'll do, when, and what you'll have at the end.The work
On your live online services, as a resident would use them.The write-up
Everything in writing, yours to keep.
Questions about Resident Self-Service Journey Review
Do you need a resident login?
For anything behind the login, yes: a test account, or an hour with someone who can show us.
Do you talk to residents?
No. This is about the journeys themselves: the steps, the time they take, and the places they break.
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