Zillow Projects
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

Zillow Underwriting Model
What is the Zillow Underwriting Model project about?
As the lead Senior Product Designer, I spearheaded the transformation of the home purchasing and selling process for Zillow-affiliated Real Estate Agents. My goal was to reimagine and recreate the user experience to enhance efficiency, streamline workflows, and optimize outcomes for agents. Through user research, iterative design, and cross-functional collaboration, I crafted a user-centric solution that revolutionized how agents engage with clients and navigate the real estate market​​
What was the problem with the Underwriting Model?
The previous home purchasing and approval process was hindered by a slow, inefficient Machine Learning Algorithm integrated through Microsoft Excel. Agents faced long loading times and difficult-to-scan information, resulting in frustration and potential errors. A redesign was essential to enhance speed, optimize data presentation, and streamline the user experience.
Previous Excel Underwriting Model


How did I approach user research?
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.
Did I facilitate any design thinking exercises?
Yes, 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.
Who were the targeted personas in my design efforts?
My design efforts focused on two distinct personas: Approvers and Analysts, each with unique needs and workflows.
What role did Approvers play in the system?
Approvers were responsible for reviewing and approving property offers. I redesigned the interface to provide them with a simplified and efficient experience 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.
What role did Analysts play in the system?
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. My 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.
What role did Analysts play in the system?
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. My 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.
How did I address the unique needs of both personas?
By considering the unique needs and workflows of both Approvers and Analysts, I redesigned the system to enhance collaboration, streamline communication, and optimize the overall efficiency of the home purchasing and approval process.
What did I learn from the interviews?
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 was my visual design 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.
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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


MVP 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
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Zillow Lease Manager 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.
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Problem: Landlords were stuck in a chaotic circus act, juggling tenants and properties without an easy way to manage them all.
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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.
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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.
Web Version

Mobile Version

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.

Lease Manager

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.
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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.
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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
