My Role: Senior Product Designer
Role Description: I spearheaded creative decisions for multiple design projects, leading to the successful launch of key products such as Zillow Sign & Collect, Underwriting Software for property acquisition, and Zillow 3D Homes. I maintained and updated the Design System library, ensuring usability and consistency across artifacts.
Teams: Buying & Selling, Rentals, Leases, Trulia.
Zillow Visual Case Study
Video is a roughly finished draft (WIP)
Zillow Underwriting Model
At a Glance: Project Overview: As the lead UX Designer, I had the exciting opportunity to spearhead the transformation of the home purchasing and selling process for Zillow-affiliated Real Estate Agents. Tasked with improving the existing system, my goal was to reimagine and recreate the entire user experience to enhance efficiency, streamline workflows, and optimize outcomes for agents involved in the buying and selling of homes. Through thorough research, iterative design iterations, and collaboration with cross-functional teams, I successfully crafted a user-centric solution that revolutionized how Zillow-affiliated Real Estate Agents engage with their clients and navigate the intricacies of the real estate market.
Problem Statement: The previous home purchasing and approval process faced significant challenges due to the implementation of a slow, inefficient Machine Learning Algorithm integrated through Microsoft Excel. The system's performance was hindered by prolonged loading times, making it time-consuming for Zillow-affiliated Real Estate Agents to complete transactions. Additionally, the information presented in the system was difficult to scan and comprehend, leading to frustration and potential errors in decision-making. To address these issues, a redesign was necessary to enhance speed, optimize data presentation, and streamline the overall user experience.
Contribution: As the lead UX Designer, I designed an intuitive layout that effectively organized a wide range of tools and prioritized features based on user research. By conducting user interviews, usability tests, and analyzing data, I gained insights into the agents' needs. Collaborating with cross-functional teams, I created a user-centered design that optimized the system's usability, enabling Zillow-affiliated Real Estate Agents to navigate and complete transactions efficiently.
End Result: After an intensive six-month project timeline, the redesigned system was successfully launched. The collaborative efforts of the UX team, with support from other designers and the assistance of a dedicated UX researcher, contributed to the project's success. The new system achieved improved efficiency in the home purchasing and approval process, addressing the previous challenges related to the slow Machine Learning Algorithm and cumbersome data presentation. Agents experienced a more streamlined and user-friendly interface, enabling them to complete transactions more effectively. The optimized layout, informed by user research, resulted in a more intuitive and seamless user experience for Zillow-affiliated Real Estate Agents.
(Previous Excel Underwriting Model)
User Research: In collaboration with UX Researchers, I actively participated in evaluating concepts through user research and usability testing. Conducting interviews with users, I tested and iterated on my designs to ensure they met their needs and expectations. This iterative process allowed for continuous improvement and validation of the final result.
Additionally, I facilitated design thinking exercises within the team to enhance our understanding of user and business needs related to the initiative. By engaging in these exercises, we gained valuable insights that informed our design decisions and ensured that our solutions aligned with user expectations and business goals.
Targeted Personas: My design efforts were focused on catering to two distinct personas: the Approvers and the Analysts who reported to them regarding property offers.
Approvers: These individuals were responsible for reviewing and approving property offers. As part of the redesign, I aimed to provide them with a simplified and efficient interface that enabled quick evaluation and decision-making. The layout emphasized relevant information and streamlined the approval process, empowering Approvers to handle their tasks more effectively.
Analysts: The Analysts played a crucial role in providing comprehensive reports and insights to the Approvers. I designed interfaces and workflows that facilitated data analysis, visualization, and reporting for this persona. The goal was to equip Analysts with intuitive tools to generate insightful reports efficiently, enabling them to effectively communicate property information and recommendations to the Approvers.
By considering the unique needs and workflows of both personas, the redesigned system aimed to enhance collaboration, streamline communication, and optimize the overall efficiency of the home purchasing and approval process.
As the lead researcher, I initiated this phase by conducting in-depth interviews with analysts and approvers, delving into their roles, responsibilities, and pain points within the existing underwriting model.
During these interviews, I carefully documented their feedback, requests, and specific feature requirements. This qualitative data provided valuable insights into the desired information and functionalities that would be pulled in from the machine learning (ML) algorithms on the backend. By capturing their needs and preferences, I gained a comprehensive understanding of the challenges they faced and the improvements required to create an effective new underwriting model.
What were my methods? My research process involved conducting user research on the existing Machine Learning Model integrated with Excel. This included interviews and observations to understand user experiences. Based on the research findings, I created wireframes to outline the design strategy. Through iterative testing, I gathered feedback to refine the user experience. Finally, I developed fully fleshed out mockups that captured the visual aesthetics and interactions of the interface. These methods ensured a user-centered approach and resulted in effective design solutions.
What was the visual process: Visual Process: To create an accessible and easy-to-scan design, I focused on improving the visual aspects of the interface. The previous design was cluttered and difficult to see, so I aimed to enhance clarity and organization. To achieve this, I leveraged the Zillow Design System style guide, which provided a set of established visual guidelines and components.
I carefully considered color contrast, typography, and spacing to ensure optimal readability and accessibility. By incorporating the Zillow Design System's elements, such as consistent iconography and layout patterns, I maintained visual consistency throughout the interface. This helped users quickly understand and navigate the system.
Additionally, I prioritized whitespace and decluttered the interface by removing unnecessary elements. The goal was to create a clean and uncluttered design that facilitated information scanning and reduced cognitive load for the users.
By combining the accessibility and clarity goals with the visual guidelines provided by the Zillow Design System, I created a visually cohesive and user-friendly interface that allowed users to easily digest information and engage with the system.
The Interviews with the users were a vital part of the design process. I conducted more than a dozen of usability tests and A/B Testing
(Redesigned Underwriting Model)
The Green inputs are the areas where the analysts need to enter the information and the data that's already filled in are the inputs that are backed by the machine-learning platform
Zillow Lease Manger Hub
At a Glance: Zillow Rental Manager provides a comprehensive suite of user-friendly tools designed to help you showcase your property to millions of monthly renters actively searching for rentals. Our platform offers seamless integration of messaging and tenant screening capabilities, enabling you to efficiently connect with potential applicants and evaluate them. With Zillow Rental Manager, you can effortlessly reach a wide audience of renters and streamline your property management process.
Problem: Landlords were stuck in a chaotic circus act, juggling tenants and properties without an easy way to manage them all.
How did I contribute? designing a captivating layout that brought harmony to the wide array of tools and prioritized features based on extensive user research. I orchestrated the perfect balance, ensuring landlords could effortlessly navigate the system and manage their tenants and properties with ease.
End Result: After a thrilling 6-month journey, the project successfully launched! With the support of talented designers and the assistance of a dedicated UX researcher, we transformed the chaos into a streamlined and efficient experience for landlords. The fully launched Zillow Rental Manager became the circus ring where landlords could effortlessly manage their tenants and properties, bringing order and ease to their daily operations.
Platform: Zillow Rental Manager was designed to be accessible on web, mobile, and mobile web (MWEB), catering to the brand and user engagement across multiple platforms.
Collecting rent payments and virtual lease signatures was a vital feature in the duration of the pandemic.
Trulia Rent Payment status changes
At a Glance: Trulia Rent Payments provides users with a convenient solution to pay their rent directly to landlords and property agencies.
Problem: Property management companies and landlords faced the challenge of lacking a straightforward method to collect rent payments from renters.
Contribution: I played a pivotal role in designing the layout and walkthrough process for users facing difficulties in making rent payments on time. I crafted user journey maps that covered every scenario, providing a comprehensive understanding of the steps and options available to users. By mapping out these user journeys, I ensured that the system addressed potential challenges and provided clear guidance to users, ultimately enhancing their experience and enabling them to navigate payment-related issues effectively.
End Result: With the dedicated teamwork of researchers and designers, the project was launched in just three months. The outcome was Trulia Rent Payments, a streamlined solution that allowed property management companies and landlords to effortlessly collect rent payments from renters, enhancing the overall user experience.
Allowing Landlords to add on Utilities and amenities to billing
Irene is the User persona we design for in the case of landlords
Sending Email and IN-APP notifications to users that the payments was successful
Automatic Payments so users don't have to manually pay
Allowing Users to easily add their bank info
Project User Flows
Design Product Walkthrough
(EDGE CASES THAT LEAD TO HAPPY PATH)