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LegendGoodMild issueCritical issueUser suggestion
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ParticipantDevicePageQuestionExperienced with similar productExperienced with estate agencyQuoteCommentMitigation
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AN1desktopHomepageWhat do you think is the purpose of the website?noyesIt allows you to sell your home and initially get an offer priceThe purpose of the website is clear in general for users on desktop and mobile
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Kingfisher1!mobileHomepageWhat do you think is the purpose of the website?noyesThe purpose of the website is to sell your house as quickly as 7 days.
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Miss MuffetdesktopHomepageWhat do you think is the purpose of the website?noyesThe purpose is for Upstix to buy your house in a quick and easy way.
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valledddesktopHomepageWhat do you think is the purpose of the website?noyesto quickly, and easily sell a property with the minimum of fuss and admin.
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ThisIsMrAveragedesktopHomepageWhat do you think is the purpose of the website?nonoTo sell a property directly to upstix company rather than to another buyer (person)
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valledddesktopHomepageWhat do you think is the purpose of the website?noyesUpstix offers a quick and straightforward solution to sell a house with the minimum amount of admin. People who need to sell quickly, or aren't keen on expanding lots of time and energy to find a buyer, would find a lot of value from what Upstix is offering.
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Miss MuffetdesktopHomepagePlease can you explain what Upstix offers? When would people need their services?noyesI think people who would use this would be those that need to sell quickly without any property chain.the user understand the utility of the product
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Miss MuffetdesktopHomepageWhat would be your concerns?noyesThe benefits may outweigh that concern
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Kingfisher1!mobileHomepageWhat would be your concerns?noyesNo concerns however it would be great to see some customer reviews.Concerns regarding the reputation of the companyAdd Trustpilot badge and reviews on the homepage (investigation needed in order to pull reviews from Trustpilot?)
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HarleyMay10mobileHomepageWhat would be your concerns?noyesThe valuation would be too low. This is a new company can I trust them?Concerns regarding the reputation of the companyAdd Trustpilot reference on the homepage
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AN1desktopHomepageWould you trust Upstix? Why or why not?noyesInitially yes, as have 25 years experience, but I would like to see Trustpilot reviews on the websiteThe user would like to see TrustpilotAdd Trustpilot reference on the homepage
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ThisIsMrAveragedesktopHomepageHow would you improve the design of the homepage?nonolink the testimonials shown on the page to an actual google or trust pilot reviewThe user is concerned about the source of the reviewsAdd Trustpilot reference on the homepage
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valledddesktopOffer generated pageWhat do you think will happen if you select the “Book my viewing” button?noyesPresented with a diary to select a slot.Almost all users expect to land on a booking systemAt the moment we can explain to the users, before the interaction with the CTA, they will be allowed to book after instantly creating an account - the best option is removing the account creation at this stage
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valledddesktopEmail sent pageAfter "Book my viewing interaction" does this page match your expectations?noyesI'd prefer to get to the diary function rather than have to confirm the account at this stage.Most users expect to be able to book immediatlyAt the moment we can explain to the users, before the interaction with the CTA, they will be allowed to book after instantly creating an account - the best long term option is removing the account creation at this stage
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AN1desktopNo offer generated pageWhat do you think will happen if you select the “Book an appraisal” button?noyesI would be provided with dates to select for the appraisalMost users expect to be able to book immediatlyAt the moment we can explain to the users, before the interaction with the CTA, they will be allowed to book after instantly creating an account - the best long term option is removing the account creation at this stage
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Kingfisher1!mobileEmail sent pageDoes this page match your expectations?noyesNo it doesn’t because it asks for creating an account first.Most users expect to be able to book immediatlyAt the moment we can explain to the users, before the interaction with the CTA, they will be allowed to book after instantly creating an account - the best long term option is removing the account creation at this stage
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Rickers25		mobileEmail sent pageDoes this page match your expectations?noyesNo, I actually expected to book a viewing , not to have to complete a registration process.Most users expect to be able to book immediatlyAt the moment we can explain to the users, before the interaction with the CTA, they will be allowed to book after instantly creating an account - the best long term option is removing the account creation at this stage
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valledddesktopHomepageHow would you improve the design of the homepage?noyesbricks and mortar address at the bottom - for added reassurance.The user suggest to place a real address in order to add reassuranceWe can add the company address in the website footer and in the contact page
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valledddesktopHomepageWhat would be your concerns?noyesWhat would I be sacrificing in terms of value on the property (Explained by guaranteed offer). The financial clout of the business - if it's backed by a large entity, show it.The user is concerned about the solidity of the companyHighlighting Upstix is regulated and part of a larger entity (e.g.The Property Ombudsman)
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godofthunder24mobileHomepageHow would you improve the design of the homepage?noyesDefinitely make the key benefits icons smaller and have less text for each or make the text more concise. I had to scroll a lot to take in the information.also there was constant repetition of getting me to enter my postcode to get a quoteThe user suggests more concise copy and smaller icons in order to improve the page length on mobileMax paragraph length and UI optimisation will be applied
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AN1desktopNAWhat did you find difficult in the overall experience?noyesJust the inconsistency on the time to sell the house - some pages say 7 days, others say 14 days, etc. And it would have ben better to set up the online account details when I entered my contact information.Users are disappointed with the inconsistency of the advertised timeframe to process the purchaseMust remove inconsistencies or explain why the time frame is changing
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Kingfisher1!		mobileNo offer generated pagePlease describe the page and what you see.noyesI need to book a visit with an estate agent before I get the estimate. However when I scroll down the easy 3 steps indicate that I will receive an estimate right away and the following step is that the estate agent will come around. This is confusing.When the user doesn't reciave an instant offer, they are concerned about the 3 steps below the result still describing the "3 easy steps"Must remove these 3 steps or updating them with new steps accordingly with the new path
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AN1desktopHomepageFind the adressnoyesUser search by postcodeThe user search by postcodeOptimise search address label "Start by typing a postcode"
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valledddesktopHomepageFind the adressnoyesUser search by postcodeThe user search by postcodeOptimise search address label "Start by typing a postcode"
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Miss MuffetdesktopHomepageWhat would be your concerns?noyesI would be concerned I would get a lesser amount for my house than the percentage you would usually have to pay for a traditional agent.The user is worried about the lower market offer applied by UpstixReinforce the pros of selling a property to Upstox through comparison between Upstix and etstae agency (Tipical timescale, estate agent fee VS net value achieved with Upstix)
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AN1desktopHomepageWhat would be your concerns?noyesthe offer price and how much is would be below other providers or market valueThe user is worried about the lower market offer applied by UpstixReinforce the pros of selling through Upstox
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ThisIsMrAveragedesktopHomepageWhat would be your concerns?nonothat the value i get for the property would be significantly below market rateThe user is worried about the lower market offer applied by UpstixReinforce the pros of selling through Upstox
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AN1mobileHomepageWhat would be your concerns?noyesThe valuation and offer being 11% below market valieThe user is worried about the lower market offer applied by UpstixReinforce the pros of selling through Upstox
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Kingfisher1!mobileEnquiry formDid you find any part of the form difficult to understand in the form?noyesThere are 2 questions which I’m not so comfortable to answer: the one about the reason of selling and wether I’m a home owner. Not sure why is this relevant.Th user is not comfortable answering 2 questions in the form: reason for selling and if they are home ownersRemove the field for "why are you selling" and clarify the question about "home owner"
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Miss MuffetdesktopEnquiry formDid you find any part of the form difficult to understand in the form?noyesI am curious as to why you would need to you the reason why I am selling at this stageThe user is concerned about why I'm selling questionRemove the field if not mandatory at this stage
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Miss MuffetdesktopEnquiry formDid you find any part of the form difficult to understand in the form?noyesI am curious as to why you would need to you the reason why I am selling at this stageThe user is concerned about why I'm selling questionRemove the field if not mandatory at this stage
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Miss MuffetdesktopHomepageHow would you improve the design of the homepage?noyes I don't think there need to be a moving graphics/logo at the top as it is quite distracting and seems to take up a bit of space. It is also bit repetitive.The user points out the animations are distracting and repetitiveRemoving distracting animations + adding real life images
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Miss MuffetdesktopHomepageWhat is unclear?noyesWhat isn't clear on the website is what Upstix gets out of the transaction - does it for example offer a slightly lower market value.The user is not clear on the process and how much Upstix chargesShowing more clearly how much Upstix charges
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ThisIsMrAveragedesktopHomepageWhat do you expect will happen after you press the “Get my offer button”?nonoI'd hope to get a offer amount or range, however i would't be surprised if i was asked for contact details firstThe user expects a page were provide personal details as well
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Miss MuffetdesktopHomepageWhat do you expect will happen after you press the “Get my offer button”?noyesI would imagine I would get a figure but also an explanation of where that figure came from.How Upstix calculates the offerWe can add this calculation on the instant offer page
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godofthunder24mobileHomepageWhat would be your concerns?noyesI suppose I would be concerned about the valuation most definitely and how this is derived. also I dont know anything about the company, how trustworthy they are and therefore it's a bit of a risk.How Upstix calculates the offer + concerns regarding the reputation of the companyWe can add this calculation on the instant offer page
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godofthunder24mobileHomepageWhat do you expect will happen after you press the “Go”? noyesI'll be shown the details of my property and get the option to confirm the details are correct.User expectations are to be able to confirm the details of the property are correctWe can add an option to amend the property details if they are not correct after submitting the address
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valledddesktopNo offer generated pageDoes this page match your expectations?noyesNo - I imagine it would be a disappointment, as the whole message up to this point has been about instant quotes. In this situation there's not missing as such, but I imagine feeling a little misled.The user is disappointed by the result of the form submission when Upstix doesn't provide an instant quoteWe can address the expectations by saying that Upstix will provide an instant offer only if enough data is available
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Rapidqualtesting		mobileNo offer generated pageDoes this page match your expectations?noyesNo, previous page said see offer so expecting a valuationThe user is disappointed by the result of the form submission when Upstix doesn't provide an instant quoteWe can address the expectations by saying that Upstix will provide an instant offer only if enough data is available (in the previous step)
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Miss MuffetdesktopNAWhat did you find difficult in the overall experience?noyesI think a warning that you may not get an offer straight away would be good. It could be frustrating if you are expecting an offer and there is no data so you have to book an appraisal.The user is disappointed by the result of the form submission when Upstix doesn't provide an instant quoteWe can address the expectations by saying that Upstix will provide an instant offer only if enough data is available (in the previous step)
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HarleyMay10mobileHomepageWhat is unclear?noyesDo they have a buyer for your property lined up or do they buy from you and sell it?Is not clear for the user what Upstix does with the property they boughtWe can explain what Upstix does with the purchased properties
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godofthunder24mobileHomepageWould you trust Upstix? Why or why not?noyesI wouldnt trust them at this stage because I dont know enough about them. the name and look of the website doesnt give me a 100% professional image - it seems a little too informal for me.The user is concerned about the look and feel of the websiteWe can improve the website design, giving Upstix an image more in line with an established brand and consistent with competitors
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ThisIsMrAveragedesktopOffer generated pageWhat do you think will happen if you select the “Not right now” button?nonoI think it'd take me to another page, probably showing me the benefits of your company, and then it would email me later to remind me to book a viewingAlmost all users expect a reminder for the offer after selectin "not right now CTA"We can send an email reminder after interacting with "not right now" CTA
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AN1desktopEmail sent pageAfter "Book my viewing interaction" does this page match your expectations?noyesNo, I should have been able to set up an online account and password when I initially provided my contact details before getting the offer price. I expect this screen to provide dates for the viewing.The user expects to have an account already set upWe can specify that the creation of the account is instantaneous, and the user needs only to provide a password
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AN1desktopNAHave you ever used a service to sell a property before? Do you remember what you found challenging in the experience?noyesYes, used Estate Agents. What was frustrating was coordinating house viewings.Users agree that using estate agents is a frustrating and difficult processWe can use this --> Emphasize how easy the process is, compared with an estate agency
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Miss MuffetdesktopNAHave you ever used a service to sell a property before? Do you remember what you found challenging in the experience?noyesThe main challenge were communication and also getting update on what was happening and what stageUsers agree that using estate agents is a frustrating and difficult processWe can use this --> Emphasize how easy the process is, compared with an estate agency
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valledddesktopNAHave you ever used a service to sell a property before? Do you remember what you found challenging in the experience?noyesChallenging was the communication between myself and the estate agent which was often found lacking.Users agree that using estate agents is a frustrating and difficult processWe can use this --> Emphasize how easy the process is, compared with an estate agency
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HarleyMay10mobileNAHave you ever used a service to sell a property before? Do you remember what you found challenging in the experience?noyesUsed estate agents before. Took a long time to sell. I was also asked to make changes to the property to increase the chances of it selling. I was asked to put the price down despite it being the estate agent evaluation.Users agree that using estate agents is a frustrating and difficult processWe can use this --> Emphasize how easy the process is, compared with an estate agency
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HarleyMay10mobileHomepageHow would you improve the design of the homepage?noyesDesign is excellent but it needs some reviews. A video review on the home page would be good.Video reviews suggestionWe could add video reviews of customers on the homepage
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Kingfisher1!mobileEnquiry formDid you find any part of the form difficult to understand?noyesWhat I don’t fully understand is that why are you asking if I have another home?The user is confuse about why Upstix asks if they are a home ownerWe must clarify the question in the form
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Miss MuffetdesktopHomepageWould you trust Upstix? Why or why not?noyesFor something as big as selling my house I would be doing a lot of research, including looking thoroughly at the website and the terms and conditions as well as external reviews.The user points out they would look for reviewsImproving brand awareness and reputation not just on trustpilot (e.g. reviews on Youtube, press etc)
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ThisIsMrAveragedesktopNAHave you ever used a service to sell a property before? Do you remember what you found challenging in the experience?nonoNA
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