Trust Lease
Reducing distrust in c2c rental platforms: a UX/UI design approach
ROLE
Lead Researcher & Designer
PROJECT
MSc in UX and Service Design
PROBLEM DISCOVERY
Identifying the systemic flaws and emotional friction in the current C2C rental market.
Through qualitative interviews with a diverse group of tenants and landlords, "relational ambiguity" caused by mutual information gaps was identified as the primary cause of anxiety. Current platforms were found to be insufficient as trust-building tools, leaving the burden of verification entirely to the users.
SYNTHESIS & STRATEGY
Distilling research data into a trust-centric design framework.
User insights were synthesized through affinity mapping to define core personas. This process informed the development of the "4-pillar trust framework," establishing the foundation for all design decisions: verification, transparency, predictability, and accountability.
LOGIC & CONCEPT
Establishing the structural logic and visual atmosphere of TrustLease.
Service architecture was mapped out to ensure a lean and predictable experience before proceeding to high-fidelity design. For the visual strategy, neutral base tones were employed to convey reliability, complemented by warm accents to foster human connection.
NARRATIVE & CRITIQUE
Contextualizing the solution through human narratives and critical foresight.
Trust is built not just through data, but through storytelling and accountability. While the storyboard demonstrates the immediate benefits of the system, the speculative design questions the long-term ethical implications of "perfect transparency" in our homes.
FINAL IMPLEMENTATION
A high-fidelity, interactive solution for a secure rental experience.
The final interface implements the 4-pillar framework through features like digital credit verification, landlord micro-stories, and mutual review systems. User feedback sessions validated that this approach effectively reduces psychological burden.
