Helping new students find their first home on-campus
Helping new students find their first home on-campus
Helping new students find their first home on-campus
Helping new students find their first home on-campus
University of Guelph
University of Guelph
University of Guelph
University of Guelph
UX Strategy, Research, Design
2024
About
About
About
About
Every year, 15,000+ students and parents rely on the University of Guelph Housing site to choose where to live but key info on residence options and features is buried under 150+ outdated pages.
This led to more support calls, content bottlenecks for staff, and a poor first impression for thousands of students and parents.
This led to more support calls, content bottlenecks for staff, and a poor first impression for thousands of students and parents.
This led to more support calls, content bottlenecks for staff, and a poor first impression for thousands of students and parents.
This led to more support calls, content bottlenecks for staff, and a poor first impression for thousands of students and parents.
My Role
My Role
My Role
My Role
I led end-to-end redesign and migration of the website, including research and stepped up as a developer when needed
I led end-to-end redesign and migration of the website, including research and stepped up as a developer when needed
I led end-to-end redesign and migration of the website, including research and stepped up as a developer when needed
I led end-to-end redesign and migration of the website, including research and stepped up as a developer when needed
Team
Team
Team
Team
1 Product Manager, 1 Engineer, 1 Delivery Manager
1 Product Manager, 1 Engineer, 1 Delivery Manager
In a nutshell, my contributions include
In a nutshell, my contributions include
Users found information faster
Users found information faster
Users found information faster
Users found information faster
Jump in Residence applications
Jump in Residence applications
Jump in Residence applications
Jump in Residence applications
Drop in support inquires
Drop in support inquires
Drop in support inquires
Drop in support inquires
Reduction in web pages
Reduction in web pages
Reduction in web pages
Reduction in web pages
Research (Insights from Stakeholders)
Research (Insights from Stakeholders)
Research (Insights from Stakeholders)
Research (Insights from Stakeholders)
I interviewed 5 stakeholders and surveyed 70 campus partners
I interviewed 5 stakeholders and surveyed 70 campus partners
I interviewed 5 stakeholders and surveyed 70 campus partners
I interviewed 5 stakeholders and surveyed 70 campus partners
Conducted 5 interviews with internal stakeholders and 70 surveys with external stakeholders
Conducted 5 interviews with internal stakeholders and 70 surveys with external stakeholders
Research (Insights from User Behavior)
Research (Insights from User Behavior)
Research (Insights from User Behavior)
Research (Insights from User Behavior)
User Insights
After analyzing data of 150 pages we made 3 hypothesis
User Insights
After analyzing data of 150 pages we made 3 hypothesis
User Insights
After analyzing data of 150 pages we made 3 hypothesis
User Insights
After analyzing data of 150 pages we made 3 hypothesis
INSIGHT #1
75% Visitors on the site are Future Residents
Majority of the website content is consumed by prospective students who are exploring residence options. 25% visitors are current residents.
INSIGHT #1
75% Visitors on the site are Future Residents
Majority of the website content is consumed by prospective students who are exploring residence options. 25% visitors are current residents.
INSIGHT #1
75% Visitors on the site are Future Residents
Majority of the website content is consumed by prospective students who are exploring residence options. 25% visitors are current residents.
INSIGHT #1
75% Visitors on the site are Future Residents
Majority of the website content is consumed by prospective students who are exploring residence options. 25% visitors are current residents.
INSIGHT #2
40% users contact us within 2 minutes of reviewing the content
Users are not able to find exactly what they are looking for OR they didn't read the content at all because of content overload
INSIGHT #2
40% users contact us within 2 minutes of reviewing the content
Users are not able to find exactly what they are looking for OR they didn't read the content at all because of content overload
INSIGHT #2
40% users contact us within 2 minutes of reviewing the content
Users are not able to find exactly what they are looking for OR they didn't read the content at all because of content overload
INSIGHT #2
40% users contact us within 2 minutes of reviewing the content
Users are not able to find exactly what they are looking for OR they didn't read the content at all because of content overload
INSIGHT #3
Users spend 1.5 - 2 min on a page and keep jumping between pages
Users are scanning multiple residence pages to gather key information, possibly for comparison or shortlisting
INSIGHT #3
Users spend 1.5 - 2 min on a page and keep jumping between pages
Users are scanning multiple residence pages to gather key information, possibly for comparison or shortlisting
INSIGHT #3
Users spend 1.5 - 2 min on a page and keep jumping between pages
Users are scanning multiple residence pages to gather key information, possibly for comparison or shortlisting
INSIGHT #3
Users spend 1.5 - 2 min on a page and keep jumping between pages
Users are scanning multiple residence pages to gather key information, possibly for comparison or shortlisting
Enough with data.
I interviewed 3 students to validate these findings.
Enough with data.
I interviewed 3 students to validate these findings.
Enough with data.
I interviewed 3 students to validate these findings.
Enough with data.
I interviewed 3 students to validate these findings.
"I'm looking for a space where I could see myself every day"
"I'm looking for a space where I could see myself every day"
"I'm looking for a space where I could see myself every day"
User Insights
User Insights
User Insights
User Insights
"I have to spend so much time reading through the text"
Mike Davis
FIrst Year
"I have to spend so much time reading through the text"
Mike Davis
FIrst Year
"I have to spend so much time reading through the text"
Mike Davis
FIrst Year
"I have to spend so much time reading through the text"
Mike Davis
FIrst Year
"I'm not sure what features and amenities come with my prefered choice"
Ana Smith
Future Student
"I'm not sure what features and amenities come with my prefered choice"
Ana Smith
Future Student
"I'm not sure what features and amenities come with my prefered choice"
Ana Smith
Future Student
"I'm not sure what features and amenities come with my prefered choice"
Ana Smith
Future Student
"I have to open each page to read through if that option is even available to me"
Alex Rodriguez
Returning student
"I have to open each page to read through if that option is even available to me"
Alex Rodriguez
Returning student
"I have to open each page to read through if that option is even available to me"
Alex Rodriguez
Returning student
"I have to open each page to read through if that option is even available to me"
Alex Rodriguez
Returning student
THE
THE
VISION
VISION
GRYPHONS
HOME AWAY FROM HOME
FINDING THE BEST CHOICE
LIVE
GRYPHONS
HOME AWAY FROM HOME
FINDING THE BEST CHOICE
LIVE
GRYPHONS
HOME AWAY FROM HOME
FINDING THE BEST CHOICE
LIVE
How might we
How might we
How might we
How might we
Transform the housing website from a maze of content into a clear, supportive guide that helps students feel at home before they even move in.
AKI0
CREATIVE DIRECT0R
BRAND DESIGNER
KIX
AKI0
CREATIVE DIRECT0R
BRAND DESIGNER
KIX
150 - 50
150 - 50
150 - 50
150 - 50
Web Audit
Web Audit
Web Audit
Web Audit
The journey from streamlining 150 to 50 pages
The journey from streamlining 150 to 50 pages
The journey from streamlining 150 to 50 pages
The journey from streamlining 150 to 50 pages
Identify gaps, discrepancies, and outdated content before jumping into any design changes.
Identify gaps, discrepancies, and outdated content before jumping into any design changes.
Identify gaps, discrepancies, and outdated content before jumping into any design changes.
Identify gaps, discrepancies, and outdated content before jumping into any design changes.
Focus on the user and all else will follow
Focus on the user and all else will follow
Focus on the user and all else will follow
Focus on the user and all else will follow
Which pages are getting the most traffic and the most confusion?
Which pages are getting the most traffic and the most confusion?
Which pages are getting the most traffic and the most confusion?
Which pages are getting the most traffic and the most confusion?
According to data insights - Residence pages with features and amenities are the most visited
According to data insights - Residence pages with features and amenities are the most visited
According to data insights - Residence pages with features and amenities are the most visited
Ideation
Ideation
Ideation
Ideation
Residence pages with features and amenities are the heart and soul of the website
Residence pages with features and amenities are the heart and soul of the website
Residence pages with features and amenities are the heart and soul of the website
Residence pages with features and amenities are the heart and soul of the website
I invited our engineers, stakeholders and the other designer to brainstorm solutions together. I encouraged them to come up with as many ideas as possible without considering feasibility at this stage.
Bucket of Ideas
Ratings or Testimonials Section
Feature Icons (e.g., Kitchen, Washroom, Room Type)
Tag-Based Categories
Campus Proximity Labels
SmarvSearch Suggestions
"Similar Residences" Carousel
Compare Residences Tool
"Similar Residences" Carousel
Quick Facts / TL;DR
Filter based search
Personalization Quiz
Top 3 selected ideas
We then went through the ideas and discussed their implementation feasibility. Eventually, we settled on the following core functionalities:
#1
Filter Based Search
Quickly narrow down residence options based on personal preferences like room type, price, and amenities.
#2
Feature Lists
Reduced cognitive load by presenting residence amenities in a scannable format for easy comparison.
#3
Locations & Proximity
Visualize daily routines by showing distance to key campus buildings
Bucket of Ideas
Ratings or Testimonials Section
Feature Icons (e.g., Kitchen, Washroom, Room Type)
Tag-Based Categories
Campus Proximity Labels
SmarvSearch Suggestions
"Similar Residences" Carousel
Compare Residences Tool
"Similar Residences" Carousel
Quick Facts / TL;DR
Filter based search
Personalization Quiz
Top 3 selected ideas
We then went through the ideas and discussed their implementation feasibility. Eventually, we settled on the following core functionalities:
#1
Filter Based Search
Quickly narrow down residence options based on personal preferences like room type, price, and amenities.
#2
Feature Lists
Reduced cognitive load by presenting residence amenities in a scannable format for easy comparison.
#3
Locations & Proximity
Visualize daily routines by showing distance to key campus buildings
Bucket of Ideas
Ratings or Testimonials Section
Feature Icons (e.g., Kitchen, Washroom, Room Type)
Tag-Based Categories
Campus Proximity Labels
SmarvSearch Suggestions
"Similar Residences" Carousel
Compare Residences Tool
"Similar Residences" Carousel
Quick Facts / TL;DR
Filter based search
Personalization Quiz
Top 3 selected ideas
We then went through the ideas and discussed their implementation feasibility. Eventually, we settled on the following core functionalities:
#1
Filter Based Search
Quickly narrow down residence options based on personal preferences like room type, price, and amenities.
#2
Feature Lists
Reduced cognitive load by presenting residence amenities in a scannable format for easy comparison.
#3
Locations & Proximity
Visualize daily routines by showing distance to key campus buildings
Bucket of Ideas
Ratings or Testimonials Section
Feature Icons (e.g., Kitchen, Washroom, Room Type)
Tag-Based Categories
Campus Proximity Labels
SmarvSearch Suggestions
"Similar Residences" Carousel
Compare Residences Tool
"Similar Residences" Carousel
Quick Facts / TL;DR
Filter based search
Personalization Quiz
Top 3 selected ideas
We then went through the ideas and discussed their implementation feasibility. Eventually, we settled on the following core functionalities:
#1
Filter Based Search
Quickly narrow down residence options based on personal preferences like room type, price, and amenities.
#2
Feature Lists
Reduced cognitive load by presenting residence amenities in a scannable format for easy comparison.
#3
Locations & Proximity
Visualize daily routines by showing distance to key campus buildings
The Initiative
The Initiative
The Initiative
The Initiative
Designed 15 reusable templates and 6 custom components
Designed 15 reusable templates and 6 custom components
Designed 15 reusable templates and 6 custom components
Designed 15 reusable templates and 6 custom components
This ensures consistency across 50+ pages and enabling scalability.
Designed the system so non-technical staff could easily update content, reducing page creation time by 40%.
Design Decision #1
Design Decision #1
Design Decision #1
Design Decision #1
Why did we introduce filtering to address these issues?
Why did we introduce filtering to address these issues?
Why did we introduce filtering to address these issues?
Why did we introduce filtering to address these issues?
Because even with just 13 options, the variables create dozens of combinations. Students ask very specific questions: "Is the bed big enough?", "Is the bathroom shared?", "How far is it from dining?"
Filtering will quickly help them to find their preferred choice.
Filtering will quickly help them to find their preferred choice.
Filtering will quickly help them to find their preferred choice.
Why these Filters selected for 1st MVP?
Student level: Different buildings are allocated to different student types
Residence Style (Traditional, Townhouse, Suite): Major student pain point: understanding what the building actually feels like.
Room Type (Single, Double, Triple: Students are trying to budget
Amenities: Our staff gets lots of questions around clarity and what's available in which building
I broke down complexity with visual cues
I broke down complexity with visual cues
I broke down complexity with visual cues
I broke down complexity with visual cues
Card Layouts make it easier to scan and compare residences
Tags for quick glance of amenities
Design Decision #2
Design Decision #2
Design Decision #2
Design Decision #2
Switched to “Best Fit” matching instead of Strict Filtering
Switched to “Best Fit” matching instead of Strict Filtering
Switched to “Best Fit” matching instead of Strict Filtering
Switched to “Best Fit” matching instead of Strict Filtering
Users hit dead-ends and got frustrated with “No results”
Users hit dead-ends and got frustrated with “No results”
Upon testing with users, we realized they got frustrated when they quickly reached dead ends after filtering for specific preferences and not finding any results.
Upon testing with users, we realized they got frustrated when they quickly reached dead ends after filtering for specific preferences and not finding any results.
Introducing Hybird filtering
We made Level of Study a required filter since it determines eligibility, and kept all other filters flexible - helping users see best-fit options instead of getting no results.
We made Level of Study a required filter since it determines eligibility, and kept all other filters flexible - helping users see best-fit options instead of getting no results.
Design Decision #3
Design Decision #3
Design Decision #3
Design Decision #3
We A/B tested 2 layouts for Residence Features
We A/B tested 2 layouts for Residence Features
We A/B tested 2 layouts for Residence Features
We A/B tested 2 layouts for Residence Features
to ensure it was easy to understand what features are available in each residence
to ensure it was easy to understand what features are available in each residence
On average, Version B with Modal view users found the answer in under 10 seconds - while Version A users skimmed longer.
On average, Version B with Modal view users found the answer in under 10 seconds - while Version A users skimmed longer.
Faster Scan Time
Faster Scan Time
Faster Scan Time
Faster Scan Time
Grouped & Organized Info
Grouped & Organized Info
Grouped & Organized Info
Grouped & Organized Info
Reduces Cognitive Load
Reduces Cognitive Load
Reduces Cognitive Load
Reduces Cognitive Load
Reduces Repetitive Questions
Reduces Repetitive Questions
Reduces Repetitive Questions
Reduces Repetitive Questions
Design Decision #4
Design Decision #4
Design Decision #4
Design Decision #4
Why We added “Not Included” Amenities?
Why We added “Not Included” Amenities?
Why We added “Not Included” Amenities?
Why We added “Not Included” Amenities?
because it helped reduce follow-up questions by giving a yes/no signal clearly.
Final Designs and Impact
Final Designs and Impact
Final Designs and Impact
Final Designs and Impact
/
01
Introducing filters, preference-matching, and clearer visual signals, students could quickly identify the right residence without confusion.
75%
Increase in Information Findability
25%
Decrease in Call and Email support inquires
/
02
Transparent descriptions of amenities and features empowered students to make confident housing decisions.
32%
Increase in Residence Applications
12%
Increase in Recruitment numbers
I screwed up a few times but learned this
I screwed up a few times but learned this
I screwed up a few times but learned this
I screwed up a few times but learned this
Just be user obsessed. Focus on the user and else will follow.
< Looking back>
Stakeholder reality
For many, this project was “just another meeting.” I had to accept it wasn’t everyone’s top priority and make each interaction count by being clear, concise, and evidence-driven.
Stakeholder reality
For many, this project was “just another meeting.” I had to accept it wasn’t everyone’s top priority and make each interaction count by being clear, concise, and evidence-driven.
Stakeholder reality
For many, this project was “just another meeting.” I had to accept it wasn’t everyone’s top priority and make each interaction count by being clear, concise, and evidence-driven.
Stakeholder reality
For many, this project was “just another meeting.” I had to accept it wasn’t everyone’s top priority and make each interaction count by being clear, concise, and evidence-driven.
Old tech and limited support
Higher ed often runs on outdated systems, so I had to find creative workarounds and balance what was possible with what was ideal.
Old tech and limited support
Higher ed often runs on outdated systems, so I had to find creative workarounds and balance what was possible with what was ideal.
Old tech and limited support
Higher ed often runs on outdated systems, so I had to find creative workarounds and balance what was possible with what was ideal.
Old tech and limited support
Higher ed often runs on outdated systems, so I had to find creative workarounds and balance what was possible with what was ideal.
Advocating with data
Much of the work was showing why UX choices mattered (e.g., consolidating pages, surfacing key info, sitemap rationale), using data to drive decisions and back up my recommendations.
Advocating with data
Much of the work was showing why UX choices mattered (e.g., consolidating pages, surfacing key info, sitemap rationale), using data to drive decisions and back up my recommendations.
Advocating with data
Much of the work was showing why UX choices mattered (e.g., consolidating pages, surfacing key info, sitemap rationale), using data to drive decisions and back up my recommendations.
Advocating with data
Much of the work was showing why UX choices mattered (e.g., consolidating pages, surfacing key info, sitemap rationale), using data to drive decisions and back up my recommendations.
Next Project
PermitPal
Helping International students in Canada to stay eligible for work permits after graduation
Helping International students in Canada to stay eligible for work permits after graduation
Helping International students in Canada to stay eligible for work permits after graduation
Helping International students in Canada to stay eligible for work permits after graduation
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© 2025 Ananya Thukral. All Rights Reserved.
I'm available for UX internships from
Summer 2026
© 2025 Ananya Thukral. All Rights Reserved.
I'm available for UX internships from
Summer 2026
© 2025 Ananya Thukral. All Rights Reserved.
I'm available for UX internships from
Summer 2026
© 2025 Ananya Thukral. All Rights Reserved.
I'm available for UX internships from
Summer 2026