Client
Reliance Housing is a leading social housing provider in the UK, managing over 10,000 tenants and offering essential housing services across the region. Their mission is to provide safe, affordable, and community-focused housing solutions, ensuring accessibility and support for residents.
The Issue
Reliance Housing’s previous website suffered from major UI/UX challenges that negatively impacted tenant engagement and service accessibility. The outdated design had a complex navigation structure, making it difficult for tenants to locate key services such as rent payments and maintenance requests. Accessibility was another major concern, as the site did not meet WCAG standards, limiting usability for individuals with disabilities. Additionally, the site was not optimized for mobile devices, leading to a frustrating experience for tenants accessing services on smaller screens. The lack of a cohesive visual identity further weakened the brand’s trust and credibility.
The Solution
To overcome these challenges, we executed a comprehensive UI/UX overhaul that prioritized usability, accessibility, and engagement.
User Research and Analysis
/ 01
We conducted in-depth tenant and stakeholder interviews to identify critical pain points and essential user needs. A thorough competitive analysis provided insights into industry best practices, ensuring our design aligned with modern digital tenant service expectations.
UI/UX Redesign and Development
/ 02
Our approach centered on wireframing and prototyping to refine navigation and optimize user interactions. A mobile-first design was implemented to provide a seamless experience across all devices. We restructured the information architecture, making it easier for tenants to access high-priority services such as rent payments and maintenance requests. To improve accessibility, we ensured WCAG 2.1 compliance by integrating keyboard navigation, screen reader support, enhanced text contrast, scalable fonts, and clear alt text for images.
Visual Design and Branding
/ 03
We developed a clean, modern UI that reflects Reliance Housing’s community-driven mission. A consistent color palette, typography, and iconography reinforced the brand’s identity and professionalism. High-quality imagery was incorporated to create a sense of belonging and engagement for tenants.
User Testing and Optimization
/ 04
To validate our design improvements, we utilized heatmaps and interaction tracking to monitor user engagement. A/B testing allowed us to refine layouts and calls to action, maximizing user interactions with key services. Continuous feedback from tenants enabled iterative improvements, ensuring the platform remained user-friendly and intuitive.
The Outcome
The redesigned platform delivered tangible improvements. Tenant engagement increased by 40%, driven by a more intuitive and accessible design. Mobile traffic surged by 60%, as the new responsive interface provided a seamless experience for users on smaller screens. Task completion times improved by 30%, allowing tenants to access critical services more efficiently. Additionally, support requests dropped by 50%, as clearer UI elements and accessibility enhancements reduced tenant confusion and service inquiries.
Conclusion
Through a user-centered, research-driven design approach, we transformed Reliance Housing’s digital presence into an intuitive, accessible, and visually engaging platform. This UI/UX transformation significantly enhanced tenant interactions, improved mobile usability, and reinforced the brand’s commitment to efficient and inclusive digital services.
