Compass Services helps Real Estate Agents make more sales!
Compass Services helps Real Estate Agents make more sales!
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Project Goal
Project Goal
Compass Services provides multiple do-it-for-me services enabling real estate agents the ability to make more sales.
By providing agents with services, Compass creates a new income stream, reduces the cost to serve, and also is able to attract and retain top talent…
and it worked!
Process
Process
I led this year-long remote project from discovery research through MLP launch, collaborating closely with engineering, and product leads and presenting to stakeholders.
Challenges
Challenges
A 0-1 project where I defined a UX strategy that integrates multiple platforms.
A large amount of ambiguity
Integrate solution with the Compass platform
To move faster, I built the bridge to the business teams, to ensure transparency, communication, & collaboration.
Built relationships across the enterprise
Approach
Approach
Observational research into customer job descriptions. What are they actually doing? What are the actual steps?
Multiple workshops for team analysis to evaluate the workflow of internal staff.
Organize weekly "Product Design Engineering" meetings
Bi-Monthly design report to executives.
Conduct yearly/quarterly planning
Designate team design delivery to align with the engineering timeline.
My Role
My Role
Project Lead
IC & Managing - 2 to 6 team members
8 months to MLP
Discovery
Discovery
I led, planned, and conducted multiple co-design workshops and staff shadowing research sessions to understand what ‘help’ real estate agents needed.
Journey Mapping
Journey Mapping
Co-design
The Services platform integrates into the customer's journey.
Flow Diagraming
Flow Diagraming
Platform
This multi-directional syncing enabled staff members to update their local workflow tools and automatically write those status changes to the Agent Dashboard, increasing request transparency for customers.
Services Workflow
Services Workflow
System Mapping
The Services platform has to integrate data among three primary areas; the agent, the agent experience manager, and the listing and contract specialist.
- Miro was used to collaborate with product and engineering
Design Solution - Agents
Design Solution - Agents
Agent Order
Agent Order
I created a distinct agent landing page within the Compass platform To facilitate informed Service choices.
Compass Services is a simple and personalized point of contact for agents to get help managing their business.
1. Left Navigation added
2. Three services launched
3. Agent representation
4. Package level
5. FAQ
Agent Ordering interactions
Agent Ordering interactions
Video exemplifying Agent input to internal staff completing the service.
Design Solution - Staff
Design Solution - Staff
New Service Center
New Service Center
I created a new platform for staff to provide exceptional customer service with centralized communication and a holistic view of the agent
1. Centralized communication
2. Quick snapshot of the agent
3. A view of an agent's tickets
4. Communication history
5. Manage tickets to staff
Staff Dashboard interactions
Staff Dashboard interactions
Video exemplifying the new staff dashboard helping organize communication and service ticketing.
Service Workspace
Service Workspace
Each order has a dedicated workspace created with tasks and due dates to enhance speed, efficiency, and performance.
1. Property address.
2. Auto-generated tasks
3. Staff can be assigned to a listing.
4. The status of any task.
5. Dates are automatically generated
Outcomes
Outcomes
- Compass Services launched 3 services
(Listing placement, marketing Service, Contract to Close)
- +125% on amount of orders
- -15% on Cost to serve
- +22% on Marin per order
- 4.85/5 Agent satisfaction score CSAT
- 4.7/5 Internal staff sentiment score CES
Exploring AI & recommendations
Exploring AI & recommendations
Surfacing AI-generated recommendations to agents was integrated into the follow-up plan.
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