Compass (CLIENT EXPERIENCE)

Background: Compass is a billion dollar startup with a mission of building the first modern real estate brokerage, pairing the industry’s top talent with technology to make the search and sell experience intelligent and seamless.

www.compass.com

Project

Collections is a collaborative tool for brokers to communicate and streamline the search of the perfect home for their clients. In a nutshell, it's a Pinterest board inspired tool for users 

Problem: Our users (Real Estate Brokers) wanted to find an easier way to collaborate with their clients in finding the perfect home without using so many different avenues for communication. 

Hypothesis: Create a visual platform for the Real Estate Brokers to easily use for communication  and organization with their clients on the home-finding process. 

My Role: Usability Testing and Wireframing 


Usability Testing

Collaborated and coordinated with Product Designer and interviewed users for behavior trends, usability, and A/B testing 

Who are our users?  

Real Estate Brokers and Home Buyers

We interviewed 6 different users. A mix of female and male real estate brokers who have various capabilities in technology. 

Goals

  • Measure usability of our collection features: saving listings to client collections, adding comments & viewing activity
  • Provide key findings & insights for design improvement

Tasks

  • Save listing to a collection
  • review and reply to comments
  • view and add notes
  • view activity

Findings

“The star icon- I’m thinking something obvious like a big B or something to do with boards.” - Joe

“Visually I’m very happy [with this panel].” - Jim

  • All agents were able to save listings to collections with minimal help
  • All agents were pleased with the overall aesthetic of the UI and felt familiar with it
  • 5 out of 6 agents didn't understand what the icons represented
  • 5 out of 6 agents didn't know where drafts were saved and how to locate the drafts button

User Persona

After going through testing, I gathered up all the trends in the interviews with pain points and needs and came up with a user persona that represented our users as a whole. 


Wireframes

I was asked to do wireframes for notifications of the Collections Tool. I have different variations of a notification panel- Starting from a very simple layout to a panel with visuals/features.


NEXT Steps

  • User testing on potential home buyers. They are a different use case and persona than real estate brokers. Find out their reaction on Collections tool and how we can improve it for their experience and benefit
  • Are users using this tool and if not what is their hold back?