Help owners understand their next action.

A service list is not an owner journey

A building owner depends on consultants, contractors and multiple service steps. If stage, responsibility and return reasons are unclear, an available digital service can still leave the owner passive or dependent on support.

The original UX audit identifies siloed services, technical language, weak status/draft continuity and project-ID-led navigation. It explicitly could not complete the full journey or a complete business study.

Define the behaviour before the intervention

The case-specific behavioural study focuses on understanding the personal project stage and taking the correct next action. Barriers include uncertainty about who is responsible, what comes next and why a submission was returned.

COM-B and EAST provide lenses for the proposed intervention. The goal is to reduce ambiguity and effort, rather than add an unrelated nudge to an unclear service.

Make the journey personal and actionable

Proposed responses include intake questions, a personalised journey, prefilled context, plain-language responsibilities, checklists and prompts at relevant moments.

The phase view below is an explanatory reconstruction of the owner-journey logic. It is not an original validated persona or a released interface.

Keep the study and the result separate

The final study is recorded as under study. Earlier experiment execution is not started and results are pending. The design proposal can be explained fully without inventing pilot success.

A meaningful test would compare owner understanding, next-action accuracy, avoidable returns and support dependence in a defined task/cohort. Those are proposed measurement priorities, not achieved results.

Outcomes and learning

The case establishes a bounded audit, a defined behavioural problem and a proposed intervention. Completed experiment results and production impact are not claimed.