How do we design a secure, reliable, and personalised rental experience that supports Stockland tenants from application to life in their new home?
With property prices continuing to climb, home ownership is becoming increasingly out of reach for many Australians. This has created a growing demand for rental properties where tenants can still feel a sense of stability, security, and personalisation. A place that feels like their home, even if they don’t own it.
Our team was tasked with designing a customer experience journey for Stockland’s Build-to-Rent app that positioned the brand as secure and reliable, empowered tenants to personalise their home, and guided them seamlessly from application to ongoing living. To bring this to life, we created a UX visualisation with low-fidelity screens showing how the app could support renters from first engagement through to everyday use. I collaborated closely with a CX Strategist to translate the high-level journey mapping into tangible, user-friendly mobile interactions.
THE PROCESS
Initially, we presented 3 different creative propositions to client, each leaning into a different value based on insights: control, progress and reliability.
USER JOURNEY
Alongside this, a user journey map was presented, demonstrating painpoints and user engagement at each stage of the rental process, from application to living.
I collaborated closely with a CX Strategist to translate the high-level journey mapping into tangible, user-friendly mobile interactions. This involved:
Mapping each touchpoint in the rental lifecycle — from property discovery, application submission, and approval to move-in, maintenance requests, and ongoing community engagement.
Designing several low-fidelity wireframes to visually demonstrate the proof of concept, ensuring they reflected Stockland’s values of security, reliability, and tenant empowerment.
Creating screens that showed not only the transactional steps (e.g., submitting documents, paying rent) but also the emotional touchpoints (e.g., personalising the space, connecting with neighbours, knowing the lease terms are secure).
