Enterprise Software Suite

2014 to Present

Real Estate Web and Mobile Apps • December 2021 to August 2022

I worked for Compass on their industry-leading real estate agent software on a small but mighty Product team bringing to life a brand new product for real estate agents called Compass Services. We took this new product from concept to development, with a relatively tight turnaround time.

Responsibilities included (but were not limited to) end-to-end UX work, prototyping, user testing, workshopping, and QA testing.
I also ran several rounds of foundational user interviews surrounding real estate agent's outward-facing personas and how they relate to their digital footprint and marketing efforts.

Key Project Deliverables
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Compass Services / Agent Order Base User Flow

Compass Services was a new feature that allowed real estate agents to outsource their busywork to other professionals. To begin creating this new feature, we talked to many Compass agents about how they felt about the current platform, their workflows, their preferred work styles, and more. We also talked to key stakeholders on the project and, ultimately, I created a batch of user flow diagrams to lead the way on the project. This was the "master" user flow, that showed the end-to-end user journey and all of the key pieces of the experience that would need to be included.

Compass Services / iOS User Flow

There was also a big iOS App component to the Compass Services project. We wanted this experience to be more minimal than the "standard" desktop experience. It needed to be simple; something a busy agent could do while waiting for clients at a showing, or standing in line at Starbucks. Compare and contrast this user flow diagram I created with the one shown in the previous slide to see how we simplified the user experience.

Compass Services / Business Tracker Integration User Flow

In my experience, a new product is only as good as its integration with the rest of the product. As such, the new Compass Services tool needed to have many entry and exit points with the existing Compass Business Tracker tool. This also would help drive agents toward the service, as it is seamlessly integrated into their existing day-to-day workflow.

Compass Services / Home Page

Our desktop Compass Services home page allowed users to select package types, compare packages, and weigh their options. It needed to "sell" this new product, but also be completely honest and informative. We determined from interviews that one of agents' key factors to trying a new service like this was Trust and Full Understanding of what exactly was included with the price they were paying.

Compass Services / Order: Existing Folder

Once agents selected a package, they started their order using our trusty segmented order form. This page responded dynamically to the choices the agent made for their order and only showed fields and choices relevant to what the agent had already chosen. Each of these order form sections was its own "mini user experience" widget, and had several branching paths. For instance, to tie the order to a property (which agents referred to as a "Business Folder"), we needed a widget that allowed for searching for existing properties and creating a new property within the system.

Compass Services / Order: New Folder

This screenshot shows how the user could also choose to add a new property into the system easily, without needing to go to a separate tool. This was a key piece of simplifying the experience for us, and although it was technically challenge, we thought it was an extremely important step toward making this new product as easy and efficient as possible.

Compass Services / Order Confirmation

The Order Confirmation screen allows users to review the details of their order, see the order in the context of their Business Tracker, and also go to their full list of current and past orders. All just one click away.

Compass Services / Business Tracker Ingress Banner

We needed ways for agents to track progress of their orders and easily view them from the Business Tracker they use every day. We chose progress banners to achieve this, as this was a non-disruptive way to get the user's attention as well as something that was easy for the Business Tracker to build given the small amount of resources they could spend on the project. This was a great example of compromise without sacrificing the quality of the user experience.

Compass Services / iOS Screen Flow

We also needed to build a version of Compass Services for the agents' iOS app. This experience needed to be simplified so it could be done quickly, from anywhere. While there were a few spots we had to direct the users to the desktop version, this was for the most part a fully functional version of the Compass Services experience all accessible from the palm of a busy real estate agent's hand.

Compass Services / iOS Package Selector

One of my absolute favorite, user feedback-informed ideas I came up with on this project is the Compass Services Package Selector. This came from user feedback that, even with big comparison feature charts, the agents didn't feel informed about what package would fit their needs best. I thought that the best way to address this would be to humanize it, and turn it into a conversational questionnaire that could be answered in the same way it might be if you were to talk to a consultant on the phone or speak to a friend about the product. Pictured is only one of the questions, but there were multiple question paths depending on what your answers were.

About

PROJECTS

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Enterprise Software Suite

2014 to Present

Real Estate Web and Mobile Apps • December 2021 to August 2022

Key Project Deliverables
Use arrow buttons to navigate; Click on any image to expand it.

About

PROJECTS

contact

Enterprise Software Suite

2014 to Present

Real Estate Web and Mobile Apps • December 2021 to August 2022

Key Project Deliverables Use arrow buttons to navigate; Click on any image to expand it.

Key Project Deliverables
Use arrow buttons to navigate; Click on any image to expand it.