User Journey + Transformation matrix

Experience Transformation Matrix


Before, the tenant feels: 

confused
stressed
angry
scared
emotional

After, we want the tenant to feel:

supported
confident
prepared 
calm


Before

1. Sarah signs a form in order to get her bond back from her property management company.
2. She receives only half of the money that they agreed she would get back in her bank account 6 weeks later. Sarah is confused. She realises the management company has fraudulently switched out the number of money on the form after she signed it. Sarah thinks: I’ll have to apply for the tenancy tribunal… gosh, what a big and scary job this is going to be so annoying! Sarah feels: Angry, stressed.
3. Sarah applies for the tribunal to see her case. She receives an email that says she has to compile all the evidence that she has for the tribunal case to proceed such as emails, documents, etc etc. Sarah thinks: Wow, why are so many documents required to go forwards with this? this is taking a lot of my time up finding all of them…Sarah feels: frustrated, confused.
4. Eventually Sarah is notified that she has achieved a hearing with the tenancy tribunal court. She checks the website and reads the process of what happens at a hearing from the website. She feels slightly more notified but still apprehensive of what might happen at HER hearing. Sarah thinks: there is no specific scenarios for me to look at from the past… Sarah feels: Apprehensive and nervous because of the formality of the situation, frustrated that its taking so much of her time. 
5. Sarah attends the court hearing. The tribunal allows you a support person who can sit there and not say anything, but she does not choose anyone because she thinks how long can this thing possibly take? Both parties state their sides to the judge, and Sarah is frustrated that the judge does not have all of her evidence in front of them to look at, even though nobody told her it was her responsibility to bring all the evidence! She thinks: Wow there’s parts of this that no one told me about on the website…  She feels: Not as prepared as she thought.
6. The opposition property management company keeps interrupting her and generally being disruptive in the court process, as a form of intimidation, and the situation is quite emotionally charged. Sarah thinks: Gosh they must know so much more about this process than me as a company, i’m just one tenant and this is the first time I've been through this process.  Sarah feels: very attacked and vulnerable,
7. Finally the judge makes a ruling. She gets most of her bond money back… However, part of the ruling is that a certain part of the money can not be awarded by the Tribunal, and that Sarah has to go to the Ministry of Business to get this particular money back… Sarah thinks: God I can’t be bothered after all of that palaver. Sarah feels: Emotionally and mentally exhausted after all the unexpected things that happened in the process that she was unaware could happen. 
8. Sarah’s name, unbeknownst to her, has appeared on a database that tells landlords which tenants have brought cases to the tribunal before. When she applies to other flats this can be used to discriminate against her without her knowledge.  

After

1. Sarah signs a form in order to get her bond back from her property management company.
2. She receives only half of the money that they agreed she would get back in her bank account 6 weeks later. Sarah is confused. She realises the management company has fraudulently switched out the number of money on the form after she signed it. Sarah consults the Resource that i’m going to design to see what her next course of action should be. It recommends the tribunal and gives her some information about getting prepared. Sarah thinks: wow better look at the tenancy tribunal resource Sarah feels: ready to apply for the tribunal. 
3. Sarah applies for the tribunal to see her case. She receives an email that says she has to compile all the evidence that she has for the tribunal case to proceed such as emails, documents, etc etc. Luckily the Resource has warned her that she should have a bunch of evidence ready in a folder to send to the tribunal, of anything to do with her case. It also recommends that she rings the 0800 free helpline for any extra questions she might have and even recommends some to ask in case she doesn’t know. Sarah quickly sends off her information that was already compiled, and moves on with her day. Sarah feels: knowledgeable and prepared, not overly inconvenienced.
4. Eventually Sarah is notified that she has achieved a hearing with the tenancy tribunal court. The resource outlines things that might happen in court, and outlines a few example scenarios from the past so that she knows how things might go for her in her situation. Sarah thinks: Wow its great that I have this resource to tell me specific things so that I can get the best outcome by examining past cases. Sarah feels: confident and ready
5. Sarah attends the court hearing. The tribunal allows you a support person who can sit there and not say anything. Sarah chooses to bring a support person because the Resource recommended it. Both parties state their sides to the judge. Sarah has all of her evidence printed out because Resource recommended it again, luckily, because the judge is not organised and is missing some of her information. She thinks: That’s lucky that this resource told me all these things that weren’t on the website  She feels: prepared and confident 
6. The opposition property management company keeps interrupting her and generally being disruptive in the court process, as a form of intimidation, and the situation is quite emotionally charged. Sarah time out option?   Sarah thinks: I can consult the Resource when i feel like i am a bit lost in court… chatbot option? Sarah feels: Supported and ready to check her app or whatever the fuck
7. Finally the judge makes a ruling and through an extremely long and laborious process of checking all the evidence that they can find. She gets most of her bond money back… However, part of the ruling is that a certain part of the money can not be awarded by the Tribunal, and that Sarah has to go to the Ministry of Business to get this particular money back…Luckily in her app or whatever there is a way to fast track this process and directly do the thing.  Sarah feels: Grateful that the process can be fast tracked and she can get all her money back?
8. At the start of this process, the Resource warned Sarah that her name would be added to a database that landlords can check to see if someone has taken a case to the tribunal, and tells her the process to request to get it taken off. Sarah thinks: Better get that taken off so that people can’t discriminate against me as a tenant! Sarah feels: Grateful for the information. 

One of the most common cases that is brought to the tribunal by tenants is the landlords trying to scalp your bond money for stupid shit that is totally illegal and/or unenforceable. The best thing you can do is be prepared way beforehand and then you have a good chance of getting all of your money back.