The Background

THIS PARTNER was an off-campus housing marketplace, with a presence across more than 20 markets in the United States. The traction they demonstrated, earned them over $23M in venture capital funding. However, it faced a significant hurdle; their application completion rate was underperforming, and it should no signs of improving.

The Objective

Conduct user research to understand why students weren’t completing their applications and implement a feature that would improve account completion rates.

The Partnership

In the quest for a turnaround, THIS PARTNER collaborated with East 6 Labs to conduct user research. We went into one of the markets they operated in to speak with students directly.

The Solution

We quickly learned that students felt the current roommate invitation experience was cumbersome and rigid. This feedback was instrumental to understanding what mattered most to students and ultimately addressing THIS PARTNER’S goal head-on.

We leveraged our double diamond framework to quickly prioritize, design and implement a new invitation system that included SMS as an invitation option and added more flexibility for students to customize what invitations said. And within 5 weeks, the new experience was launched.

The Result

Post-launch, THIS PARTNER witnessed a 20% increase in application completion rates. By giving users the autonomy over their communication preferences, THIS PARTNER’S didn't just streamline the application process but it also increased the rate of roommate invitations sent 3x.

This partnership emphasizes the importance of understanding users and continually adapting to serve them better.

For those interested in harnessing similar growth, East 6 Labs promises bespoke solutions. Discover more at [INSERT]