One House At A Time
Developing a home buying system for clients that promotes process independence online.
Who Is OHAAT?
One House At A Time is a government-adjacent nonprofit dedicated to revitalizing Baltimore neighborhoods by restoring vacant properties. Clients bid on properties, renovate, and sell creating a system for rebuilding the city.
Known Issues
Lack of clarity and online options
Their online presence was not sufficient in helping clients navigate initial processes, important dates, and follow through to become completers in the One House end-to-end flow.
How might we create a digital application experience that reduces friction and allows clients to complete the entire process independently?
Properties
Audiences struggled finding property details.
I built a new filtering system with
faceted search and all new property detail pages giving anyone interested a way to see what is, and has been, at auction.
Process
Audiences were confused with how the process works start to finish.
I implemented an information
architecture focused on user journeys and added a section to the homepage that simplified the massive process into six easy steps. This helps clients understand what comes next.
Personalization
Stakeholders and clients alike wanted a curated experience where buyers could login, become a bidder, find properties in prime locations, and get updates for upcoming deadlines.
I created a login portion to the site
that allows users to complete a new bidding application all online. I also created a zip code selector that shows interested parties properties in the locations they choose. All this comes with a dashboard that provides alerts of upcoming dates, auctions, and events.
Impact
The redesign didn’t just modernize the site, it transformed how clients move through the entire One House lifecycle. By streamlining property discovery, clarifying a complex government-adjacent process, and digitizing applications, the new system reduced staff workload, increased bidder conversions, and made One House a scalable, self-service platform.
Average clarity score from new user testing on the revamped homepage flow and personalization section.
4.7/5
The percentage reduction in incomplete or incorrect paper applications due to digital intake.
60%
The amount of hours/week staff saved that was previously spent mailing documentation and answering repetitive questions.
10
Shoutouts
Sarah Yalov, Graphic Designer
Kathe Flynn, Creative Director
Andrew White, UX Mentor
Katelyn Brickey, Associate Director of Client Services
Dan Rogers AVP of Development
Brad Walker Associate Director of Developers
Andres Zapata, Founder