MyRentalA Reliable Tenant
MyRental makes tenant screening solutions for landlords, real estate agents, and property managers to help identify top-quality applicants.
MyRental makes tenant screening solutions for landlords, real estate agents, and property managers to help identify top-quality applicants.
The product works by doing a thorough background check about applicants and providing a so-called SafeRent score via a custom-built algorithm.
In addition, the product pulls up background reports from various registries and credit agencies. The score helps landlords quickly identify tenants who are likely to pay rent on time and keep a property in good condition.
MyRental had a website that was working for some time. They've been gathering analytics data and customer responses. So the goals were:
The company was gathering quantitative research data via two types of surveys:
I got a spreadsheet containing over two thousand responses from the past six months. I aimed to discover what's working well and where we could improve. So, I went through them individually (I wish there were a faster way to do this) and categorized responses by topics.
I wish I could follow up with customers individually to learn more about their concerns. Yet, the time constraints of this project didn't allow that.
The homepage aims to advertise product features and answer the most frequent questions a potential customer might have.
Many potential customers were confused by the original pricing options. So, the pricing section was simplified by clarifying the text and adding an interactive toggle component to showcase a premium option. In addition, MyRental reduced the number of pricing tiers, while a free intro product got a prominent place.
Lease Decision is the primary page for landlords. The goal is to demonstrate a SafeRent score and background check information about co-applicants. The SafeRent score summarizes a potential risk of leasing a property based on several data points. A higher score tends to predict more reliable tenants.
Infographics. With the first version of a new Lease Decision page, my goal was to demonstrate the SafeRent score's value better. I tried doing this by showing how it compares to other applicants in the area (based on anonymous stats from MyRental) as other applicants for the current property.
I assumed that just a score number provides little insight into whether it's good or bad. So comparing it to others could help with evaluation.
Yet initial tests showed that customers get overwhelmed with this amount of information. Because after using the product a few times, they start looking for a score and don't need such detailed data.
Background Check Evaluation. To simplify the readability of the page, I suggested using icons for each data point used in the score: green check marks for reports that are presumed "good" (i.e., no eviction history, credit score >650, rent-to-income ratio <20%, etc.) And yellow warning icons for data points requiring attention.
The legal team was not happy about that. This way, we would decide whether people's records are "good" or "bad" on behalf of a landlord. And this could lead to potential lawsuits against the company.
A product should not imply that a criminal record needs attention
From an ethical point of view, I also think this was a bad idea on my part. A product should not imply that having an eviction or criminal record needs attention by default. A human should make this decision.
A few years after launching the product, I contacted the company's leadership—they were happy with the results. The redesign led to a customer base growth of 18%, while the Net Promoter Score rose by 30%, from 56 to 70.
Credits: cover photo originals by Unsplash/Point3D and Unsplash/Rodion Kutsaev