Making the Kamernet website a better place for internationals
Kamernet
Is a housing platform in The Netherlands helping people find a new home.
Headquarters
Rijswijk, NL
Services
- UX / UI Design
- UX writing
- Web app design
- Video animations
- Research
Industry
Housing
The client
Kamernet tasked me with improving the international user journey, focusing on safety and accommodation for international students. My research revealed that university websites are the primary housing resource for international students, so I added universities to the stakeholder list alongside Kamernet and international students.
The challenge
Guided by my user research I ended up having 3 tasks during this internship:
- Onboarding international users with relevant information
- Promoting safer behaviors on the site
- Encouraging universities to feature Kamernet more prominently on their websites
Solution
During this internship I had several design rounds where I explored new site features such as:
- A list of personalized articles, to better inform the international users before, during and after their move
- A chatbot with safety messaging, in an effort to encourage safe behaviours on the Kamernet platform
- A University landing page, in an effort to foster business relationships with Universities to get a more prominent mention on their sites
While some of the proposed features weren’t implemented, their influence can still be seen across the platform, demonstrating the lasting impact of this project.
In the end I got the "How It Works" page successfully redesigned, providing clearer guidance to international users.
I also introduced a safety page, which was later developed and integrated into the Kamernet platform via the page footer, offering crucial safety information to users & University representatives.
Additionally, I facilitated partnerships with universities, leading to better visibility of Kamernet on their websites through strategic collaborations.
Lastly, to further support international users, I wrote and published several articles, offering practical advice for their housing search and moving process.
Understanding the international user journey
To design a truly accommodating experience for Kamernet’s international users, it was crucial for me to understand their stories beyond just their interactions on the platform. This required a deep dive into their personal immigration experiences. After conducting extensive desk research, I interviewed three international users to gain insights into the challenges they faced throughout their journey.
Based on these interviews, I created detailed personas and user journey maps. These visuals served as valuable tools to guide my design process, helping me empathize with the users' needs and pain points. By understanding their stories, I was able to develop more tailored and effective solutions for their housing search on Kamernet.
Understanding university perspectives on Kamernet
During my desk research, I found that university websites are the top source of housing information for international students. I reviewed the websites of all of the Dutch universities and compiled their mentions of Kamernet, discovering that many either overlooked us or had concerns about safety on our platform.
To address this, I spoke directly with universities to better understand their perceptions. They highlighted the need for visible safety measures and expressed interest in reserving housing for their students. These insights were critical in guiding my design decisions and strengthening our relationships with universities.
3 agile design rounds
My design process was iterative, with each round serving as a stepping-stone to refine the next. I began by creating prototypes based on my research and initial assumptions before each round. These concepts were then reviewed and discussed with my team, where we analyzed their feasibility and structure. Once the design was aligned, I tested the prototypes with users, gathering feedback and measuring progress using a customized Harris Profile, focused on the attributes I aimed to improve. This approach was repeated over three design rounds, testing key concepts like a personalized list of articles, a safety chatbot, and a university landing page to ensure continuous improvement.
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Streamlining the relocation journey to the Netherlands with customized content
I initially developed an interactive questionnaire designed to help newly arrived internationals navigate essential topics like paperwork, banking, and lifestyle adjustments. Based on their responses, the questionnaire would suggest relevant articles, tailoring the experience to each user’s specific needs. The format was conversational, aligning with the chat bubble design in the Kamernet redesign to create a more organic experience.
However, due to resource limitations, the feature became too large to implement as planned. Instead, I pivoted to writing a series of practical articles, such as “How to Register at the Municipality” and “How to Open a Bank Account in the Netherlands,” to provide the necessary information in a more resource-efficient way.
Enchancing user safety any means necesarry
While developing a feature to improve user safety, I initially proposed a comprehensive redesign of the site’s support interface. The plan included an updated "Feedback" button, moving from a static green button on the left to a dynamic, floating orange button on the bottom right. This would offer users a direct way to email support or navigate to the FAQ page based on their selected issue category. Additionally, the button would turn green when users engaged with the site, prompting them with a random safety tip when clicked.
However, due to resource constraints, the feature was too large to implement as planned. Instead, I focused on redesigning the site's most visited page: "How it Works." I added a video that provided the same valuable valuable safety tips and guidance for using the platform effectively. After conducting an A/B test comparing the old version with the redesigned page, we saw a significant increase in user engagement—users stayed on the site longer and consumed more helpful information for their journey.
Building trust with universities through a dedicated safety page
As part of efforts to strengthen relationships with universities and explore partnership opportunities, I worked on developing a University landing page aimed at onboarding international students. During discussions with university representatives, we found that many were interested in reserved housing for their students, but Kamernet couldn’t guarantee such reservations, which caused some partnerships to fall through.
To address this, I pivoted from the idea of creating customized landing pages for each university to focusing on educating university representatives about Kamernet's safety measures. I designed a dedicated safety page that highlighted the platform’s security policies, showcasing how we protect users and prevent scams. This page helped clarify any concerns about the platform's safety and was shared with university representatives during meetings, along with a request for a better mention of Kamernet on their websites.
Results
While some features, like the chatbot and university landing pages, weren’t implemented, the solutions I proposed laid the groundwork for lasting improvements:
- “How It Works” Page Redesign: Improved user engagement and provided clearer guidance for international users.
- Safety Page: Integrated into the footer, offering crucial safety information to all users, helping build trust with international students and universities.
- University Partnerships: Facilitated discussions with universities, leading to more prominent mentions of Kamernet on university websites.
- Content Strategy: Published practical articles that streamlined the relocation process for international students, ensuring they had the necessary resources for their housing search.
Key takeaways
This internship was a valuable experience in a fast-paced, agile environment. Although resource limitations meant that some of my initial concepts were scaled back, the iterative process of designing, testing, and refining solutions helped me grow as a UX designer. Ultimately, I was able to deliver practical, impactful solutions that addressed key user needs, demonstrated flexibility, and contributed to Kamernet’s international user engagement.
