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UX Researcher, UI designer, Front-End Development
Old MWNS website:
The design process involves several steps to ensure a smooth and user-friendly experience for customers and visitors. Which consists of research, wire-framing, prototyping, design and usability testing.
Usability Test
Implementing Feedback
A total of six individuals were interviewed to gather insights on the housing search challenges faced by university faculty and staff. The interviewees included three employees who are teachers and three faculty staff members, ensuring a diverse range of perspectives from different roles within the university.
All interviews were conducted remotely via Zoom, allowing participants to share their experiences and concerns in a convenient and accessible manner. This remote approach ensured flexibility for interviewees while enabling a structured discussion to better understand the key difficulties they face in finding suitable housing in University Hills.
Challenges in the process
Navigation and IA gaps
Top level navigation and internal links did not consistently guide users through a logical flow (learn → compare → trust → enquire), increasing backtracking.
Decision making overload
Pages surfaced too many sections at once, making it hard to identify what was important and slowing down progression to the next step.
Inconsistent page patterns
Layouts and section ordering changed across pages, so parents could not rely on familiar patterns to find key information quickly.
Weak task completion cues
Parents often had to “hunt” for the primary CTA because it competed with other buttons, links, or secondary actions.
Fast access to essentials
Parents wanted key details up front: year levels, subjects, tutoring format (online/in person), location coverage, and availability expectations.
Clear service differentiation
Users preferred simple explanations of what makes each offering different and which option is best for their child’s situation.
Predictable next steps
Parents looked for a transparent explanation of what happens after enquiry: response time, assessment or onboarding steps, and lesson structure.
Scannable content and summaries
Most users preferred short blocks of text, headings that match their questions, and quick summaries before deeper detail.
Trust signals near conversion points
Parents wanted credibility signals (tutor quality, outcomes, testimonials, policies) closer to the enquiry and booking actions.
Clutter and poor scannability
Content dense pages increased cognitive load and reduced “information scent,” making it harder to spot answers quickly.
Mobile friction
On smaller screens, dense layout, spacing, and tap target issues increased interaction cost and made navigation feel slower.
Repeated scrolling and backtracking
Parents frequently scrolled past key content, then returned to find it again due to weak hierarchy and unclear section labeling.
Terminology mismatch
Navigation labels and headings sometimes did not match the words parents naturally use, reducing discoverability.
Uncertainty at high intent moments
When parents were ready to enquire, missing or hard to find details created hesitation, increasing drop off risk.
Simplify information architecture
Restructure navigation and internal linking to support a parent journey: discover → understand → trust → enquire, with fewer dead ends.
Reduce content density on key pages
Prioritise only the information needed to make a decision, then progressively disclose secondary details using accordions or grouped sections.
Strengthen visual hierarchy and CTAs
Use consistent heading structure, spacing, and CTA placement so the primary next step is obvious on every key page.
Mobile first layout system
Introduce responsive patterns designed for small screens (type scale, spacing rules, component stacking) to reduce friction.
Standardise page templates
Apply repeatable page patterns so parents learn where to find key details, reducing cognitive load and increasing speed to decision.
I created different user personas based on the target user group and all the information gathered by the research, I was able to create two fictional characters who represents the target user group of the company.
Name: Sarah Nguyen
Age: 36
Occupation: Registered Nurse (shift worker)
Location: South Sydney, NSW
Child: Year 6 (Maths + English)
Tutoring Need: Weekly support to build confidence and improve consistency before high school
“I just want clear info and a simple next step without digging through multiple pages.”
Name: Michael O’Connor
Age: 42
Occupation: Project Manager
Location: Eastern Suburbs, NSW
Child: Year 10 (Science + Maths)
Tutoring Need: Targeted support for exams and school assessments, with structure and accountability
Name: Aisha Khan
Age: 33
Occupation: Marketing Coordinator
Location: Inner West, NSW
Child: Year 8 (English writing + confidence)
Tutoring Need: Online tutoring option that is consistent, flexible, and easy to manage
The UI refresh was required to work with existing image assets only due to budget limitations. This introduced constraints around visual consistency, resolution quality, aspect ratio coverage, and brand alignment across the redesigned website and supporting marketing materials. The design system and layouts were therefore structured to maximise reuse of legacy imagery, standardise cropping rules, and reduce reliance on new photography or custom illustration, while still maintaining a cohesive, modern presentation.
Create a clean, user-friendly interface that appeals to both homeowners and professionals by emphasizing a minimalist design. I developed a color palette consisting of one primary color, two secondary colors, and three neutral shades. For typography, I selected Mulish, a sans-serif font with a good x-height to ensure legibility.
With these design elements in place, I transitioned from low-fidelity to high-fidelity wireframes.
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Throughout the MWNS redesign, I relied heavily on components and variants to keep the UI consistent and to speed up iteration. This made prototyping smoother and ensured patterns like buttons, cards, navigation, and form elements behaved the same across the site. The first version focused on establishing a clear structure and visual system before refining the experience.
To maintain a clean and cohesive flow, I applied a subtle, consistent transition across most screens so interactions felt natural and predictable. As the project evolved, I redesigned the homepage to feel more modern, more concise, and more informative, with clearer messaging and stronger visual hierarchy. For the hero and key entry points, I introduced a more dynamic but still simple interaction to capture the feeling of a new learning journey beginning.
I also created a set of custom outlined icons to better match the MWNS brand style and improve scannability across sections like programs, benefits, and resources.
Below are a few project files (not the full set of Figma files).
Overall, the usability test was quite successful, confirming the viability of the general flow. I implemented a few adjustments to further streamline and enhance the user experience.
General flow
Application flow
Excellent messages such as: ‘Contact Us’ or ‘View More’
The length of the application form: balanced—neither too long nor too short.
Footer showcasing contact info and useful links
The homepage requires a redesigned layout, as the existing mockup does not align with modern UI/UX design principles and user flow expectations
Major important links should be featured in the homepage. Homeowner Portal, Renter Portal, Sabbaticals, Condo & Community Management
Featured information about ICHA and UHills in the homepage. And replace all website icons into thin outlined icon design
To enhance the user experience in the sales and rental home listings, the traditional paginated navigation will be replaced with an infinite scroll feature. This approach ensures a more seamless and intuitive browsing experience, reducing friction and improving engagement
Is there an easy and fast way to contact the property manager? Can we add live chat support?
Is it easy to get employees and staff verification?
Does ICHA have social media profiles we can look into?
Transform the “Join the Waitlist” PDF into a streamlined, single-page web form to enhance user experience, improve accessibility, and ensure a seamless interaction flow
Smart Recommendation System – AI-powered suggestions based on user preferences
Optimize button usage by eliminating unnecessary elements and ensuring a clear focus on primary CTAs
A key UI/UX challenge in redesigning the ICHA website is modernizing the platform without disrupting the familiarity preferred by its older, less tech-savvy users. The current site is cluttered and unclear, making housing searches difficult. A user-centered approach is essential to streamline navigation, enhance accessibility, and improve usability—without overwhelming the core audience.
Following the ICHA website redesign, usability and user satisfaction significantly improved. Streamlined navigation and clearer content led to a 15–20% decrease in task completion times and a 10–15% drop in user frustration—especially among older faculty and staff. Property pageviews rose by 8-10%, reflecting better engagement and a more intuitive, user-friendly experience.
