Case Study #10: Rightmove / TH_NK

EXECUTIVE SUMMARY

Led an intensive Product discovery and technical analysis engagement for Rightmove's consumer web and mobile experiences through TH_NK. Worked with senior stakeholders, UX, Solution Architecture and Engineering to examine existing customer journeys, competitor capabilities and future Product opportunities. Translated research and complex technical considerations into target-state journeys, prioritised requirements, non-functional specifications and a delivery-ready backlog.

ENGAGEMENT SNAPSHOT

Client: Rightmove
Engagement: TH_NK (independent digital consultancy at the time; acquired by EPAM Systems on 1 November 2018)
Engagement Role: Lead Product Analyst
Period: August – September 2018
Sector: Property Technology / Consumer Digital Products
Scope: Consumer web and mobile Product discovery, journey analysis, opportunity assessment and technical Product definition
Capabilities: Product Discovery, Product Analysis, Customer Journey Mapping, Market & Competitor Research, Technical Business Analysis, Requirements Engineering
Methods: UML, swimlane diagrams, process modelling, non-functional requirements, architectural assessment, estimation and sizing workshops

CONTEXT

Digital property-search products operate in a competitive consumer market where customers expect intuitive discovery journeys, useful information and reliable experiences across web and mobile channels.

Customers navigate multiple steps and decisions when exploring properties, comparing options and progressing their interest.

For an established digital business, improving these experiences requires more than individual interface changes. Product teams need a clear understanding of current journeys, customer needs, market alternatives, technical dependencies and the implications of future development.

The engagement focused on establishing that evidence and translating it into practical Product direction.

CHALLENGE

The discovery work needed to examine existing customer experiences while identifying opportunities for improvement across different channels and service interactions.

Proposed changes also carried technical implications involving underlying services, data requirements, personally identifiable information, legal considerations, scalability and operational constraints.

The challenge was to connect customer experience and competitor insight with a sufficiently detailed understanding of system behaviour and feasibility.

Given the short engagement, the emphasis was on producing clear decisions and implementation-ready analysis rather than claiming responsibility for a longer subsequent delivery programme.

ENGAGEMENT MANDATE

As Lead Product Analyst, directed discovery and Product definition for Rightmove's web and mobile experience.

Worked with senior stakeholders to evaluate existing customer journeys, competitor capabilities and future Product opportunities.

Owned detailed journey analysis, functional and non-functional requirements, technical considerations and backlog preparation, partnering with Solution Architecture and Engineering on feasibility, estimation and sizing.

APPROACH & DELIVERY

Customer Journey & Current-State Analysis

• Reviewed existing consumer web and mobile journeys to understand customer interactions, service dependencies and opportunities for improvement.

• Documented as-is processes using UML and swimlane models, including alternative paths and edge cases that could affect the customer experience.

Competitor & Product Opportunity Research

• Conducted market and competitor analysis to compare capabilities, identify experience gaps and inform discussions about future Product direction.

• Translated findings into prioritisation inputs and target-state journey considerations.

Technical Product Definition

• Worked with Solution Architecture and Engineering to assess data flows, service constraints, scalability, privacy, legal requirements and operational implications.

• Defined functional and non-functional requirements covering expected system behaviour, dependencies and key edge cases.

Delivery Readiness

• Facilitated technical estimation and sizing discussions to test proposed scope against delivery complexity and architectural considerations.

• Converted discovery findings into prioritised requirements and a delivery-ready backlog suitable for subsequent implementation planning.

OUTCOMES

• Delivered structured as-is and target-state customer journey analysis for consumer web and mobile experiences.

• Identified Product opportunities through market research and competitor comparison.

• Produced detailed UML and swimlane models addressing customer scenarios, edge cases and service dependencies.

• Defined functional and non-functional requirements covering data, privacy, scalability and operational considerations.

• Worked with Architecture and Engineering on estimation and technical sizing.

• Created prioritised, delivery-ready requirements to inform the next stage of Product development.

WHY IT MATTERED

The engagement illustrated how focused Product discovery can reduce ambiguity before significant development investment.

It combined consumer experience research with detailed systems analysis, providing a practical link between customer needs, strategic opportunities and technical implementation.

For a short engagement, its value lay in producing clear Product and delivery direction rather than claiming unverified downstream launch or conversion outcomes.

CAPABILITIES

Product Discovery · Consumer Web & Mobile · Product Analysis · Customer Journey Mapping · Competitor Research · Technical Business Analysis · UML · Process Modelling · Functional Requirements · Non-Functional Requirements · Data & Privacy Analysis · Solution Architecture Collaboration · Backlog Definition · Estimation & Sizing