The existing user flow allowed us to identify the key stages in the process, that the user followed in renting the property. We also understand where the drop-offs are likely and customers are facing the real frustrations.

Key findings are as follows:

• It takes a while to search for properties on Metro NZ because users have to make an account before they view listings related to renting.

• Users get stuck when trying to find property listings on the rental page, and they're not sure what to do next.

• When they try to book a property viewing, they face delays because of a third-party application for tenancy agreement details. This leads to back-and-forth conversations between the property manager and the customer.