Mobile App for Real Estate Agents Case Study

Hypotheses
• Agents think of Leads as people or contacts, rather than an Inbox message.
• Agents would find Lead Insight (a Trulia product) valuable information if it appeared in their inbox.
• Agents would like to organize their leads by category or status.
• If agents could see how long ago a lead came in they would respond more quickly.
• Agents would like to add personal information about their leads.
• Agents would like to have all their communication with a lead in one place.

UX Exploration: I brainstormed UI ideas with the team and I created a set of wireframes that was validated by the research team based on previous Agent research. I then created prototypes from wireframes for user testing.

User Testing
Once the research team validated wireframes, we did two rounds of usability testing. Sample test questions:
• Can users respond to a new lead?
• Can users edit contact/lead information?
• Do users understand the inbox filtering options?
• Do users understand the star option in the inbox?
• Do users discover the urgency/insights information?
Round 1 Prototype
Round 2 Prototype

UI/UX Design
User testing findings that directly impacted UX design decisions:
• The ability to add private notes to contact detail was very important to agents, so feature was incorporated.
• Status, filters, and tags are only useful to agents if they are customizable. So we opted to include only the Star functionality.
• Agents liked the idea of having all communication in one area. To address this, when an agent viewed a lead message, they could see their whole conversation history with the person who sent it. We made it easy for agents to to take action right from the message.