As part of DesignLab’s UX Academy, I created Moving Mentor, a user-centered platform designed to simplify the complex process of moving to New York City. The project focused on identifying key challenges faced by out-of-state movers and developing a resource that fosters confidence and clarity throughout the transition.

Phase I: Research & Discovery

To take a data-driven approach, I conducted generative research to explore the question: "How can we reduce the complexity of moving to New York City from out of state?"

Methodologies

User Interviews

I interviewed five participants (ages 18-45) who had moved to NYC within the past ten years. Using Otter.ai for transcriptions and Miro for affinity mapping, I identified 11 key data clusters, with major themes including:

  • The nuances of the NYC rental process

  • The importance of having a network

  • How confidence impacts navigating the rental market

  • The feelings of desperation associated with apartment hunting

Secondary Research

Building on user insights, I explored:

  • NYC Real Estate Trends – Analyzed post-COVID market recovery and the increasing inbound migration rate.

  • Renter Challenges – Using NYC Open Data, I identified common renter complaints, such as lack of heat, broken appliances, and pest issues, to better understand hidden struggles first-time renters may face.

These insights allowed me to prioritize pain points and shape an effective solution that empowers movers with practical guidance and emotional reassurance.

Phase II: Defining the Problem & Ideation & Discovery

After synthesizing my research, I developed Point of View (POV) statements and How Might We (HMW) questions to guide ideation.

Key Challenges & Opportunities

  • Navigating the NYC Rental Process – Many movers struggle with complex processes like broker fees, lease negotiations, and guarantor requirements.

  • The Role of a Social Network – Having trusted local connections is invaluable, yet many movers arrive without one.

  • Fostering Confidence – The stress and competitiveness of the rental market can be overwhelming.

  • Addressing Feelings of Desperation – The urgency and high stakes of the process often lead to panic-driven decisions.

Core Problem Statements (HMWs)

  • HMW explain the nuances of the NYC rental process in a way that is clear and accessible?

  • HMW create a resource that feels like a built-in support network for out-of-state movers?

  • HMW instill confidence in individuals navigating the NYC rental market?

  • HMW address the emotional and logistical struggles that lead to feelings of desperation?

Defining the Solution: Moving Mentor

From these questions, Moving Mentor was born—a digital platform designed to connect movers with experienced locals who provide impartial guidance, real-world advice, and emotional support.

Phase III: Product Development & Design System

Product Roadmap

  • Product Goals – Established key objectives to guide product functionality and design.

  • Sitemap – Created a structural blueprint to enhance user navigation and accessibility.

Wireframing & User Flow Development

  • Low-Fidelity Wireframes – Explored different layout and interaction models, iterating quickly through usability testing.

  • Mid-Fidelity Wireframes – Focused on information organization and flow, refining the user journey.

Brand Development & Visual Identity

To ensure a consistent and engaging user experience, I defined the platform’s core brand values:
Charming, Playful, Approachable, Reliable, and Dedicated

I then developed:

  • UI Elements & Style Tile – Defined color schemes, typography, and UI components to reinforce the brand’s personality.

  • High-Fidelity Wireframes – Created polished designs for Moving Mentor’s key feature, the Mentor Match Quiz, using Figma components to streamline design consistency.

Phase IV: Usability Testing & Refinements

To validate design decisions, I conducted usability testing on two key task flows:

  1. Homepage Navigation – Tested how effectively users could navigate to the Mentor Match Quiz via multiple call-to-actions (CTAs).

  2. Mentor Match Quiz – Assessed quiz length, question formats, and engagement levels.

Research Goals

  • How do users navigate to the Mentor Match Quiz?

  • What impact does quiz length and format have on completion rates?

  • Are there any friction points in the user journey?

Testing Methodology

  • 5 remote, moderated usability sessions

  • Participants:

    • Category 1: Users with experience in the NYC rental process

    • Category 2: Users planning to move to NYC in the near future

  • Tools Used: TL;DV for note-taking, Otter.ai for transcription, and Dovetail for data analysis

Key Findings & Adjustments

  • Updated quiz content to accommodate all reading levels.

  • Increased font size on "Select all that apply" for better readability.

  • Added desire paths to streamline onboarding and navigation.

These refinements improved clarity, accessibility, and engagement, ensuring Moving Mentor provides a seamless experience for users.

Phase V: Final Product

After implementing key usability improvements, Moving Mentor was refined into a polished, user-friendly platform that empowers movers with confidence, clarity, and support.

Key Features

  • Optimized Mentor Match Quiz – Improved readability, refined question structure, and smoother navigation.

  • Enhanced homepage flow – Multiple CTAs effectively direct users to the quiz.

  • Improved content accessibility – Updates accommodate a wider range of reading levels.

  • Refined UI elements – Smoother onboarding and intuitive user navigation.

Impact & Final Takeaways

By iterating based on real user feedback, Moving Mentor became a well-researched, user-centered product that transforms the chaotic NYC moving process into a guided, confident experience.