CX Strategy, UX/UI

Realtor.com

My Role
UX Auditor & Designer
Timeline
February 2023

Creating a Connected Experience to Your Realtor

After releasing the Versus (VS) product with our groundbreaking Conversational AI technology, we gained notoriety among many top brands wanting to leverage the technology to enhance their UX.

Realor.com approached us with a strong interest in leveraging Conversational AI technology inside their product Ecosystem to enhance their home buyers experience. With no foundational knowledge of the technology and its utility, they turned to me to analyze their current digital ecosystem, and design various use cases for how the technology could be easily integrated with the lowest tech debt.

The Project

Increasing buyer confidence through a connected experience in your home buying journey.

As the leader in online real estate listings, Realtor.com was looking for an edge to take their online home buying experience next-level. Their vision of utilizing Conversational AI technology is to connect their customers to various experts throughout the process (i.e. realtors, loan officers, etc.) to increase their confidence to buy.

We set out to create an interactive experience inside their existing walls that allows their customers to interact with their experts before ever having to reach out and contact them. This would allow their customers to find the right individuals that fit their needs, ultimately creating a level of comfort and enhancing their experience with the Realtor.com platform.

Phase One: Analysis & Vision

As the lead experiential designer for this concept, I began analyzing the current buyers journey/experience offered on the Realtor.com website and mobile app. My process here begins with a visual site map of the user journey using screenshots of their existing live pages.

Design Process Note:

Using visual sitemaps of existing website pages provides a more comprehensive and intuitive understanding of the website's structure, aiding in effective planning and communication. Unlike traditional site maps with static cards and page titles, visual sitemaps offer a practical navigation flow, ensuring that the website's organization is user-friendly

Phase Two: UX Audit Read Out

In pursuit of minimizing tech debt while implementing the Conversational AI feature, my UX Audit of Realtor.com's website and mobile app revealed immediate areas for improvement and identified key implementation zones for the new feature without disrupting the overall experience. This approach ensures a balanced integration of the new feature while maintaining a seamless user experience and minimizing additional tech debt.

Phase Three: Use Case Presentation

The final phase of this project included a presentation of use case designs to the realtor.com team, leveraging insights from the UX Audit of their website and mobile app. Drawing from my expertise in design and technology impact, I proposed practical and user-centric solutions that align with the company's vision and objectives, addressing immediate areas for improvement while identifying key implementation zones for new features. The team was receptive to the approach, emphasizing the importance of a seamless user experience and the need to minimize additional tech debt, ensuring a balanced integration of new features