Concierge

Concierge is a web application designed for sales reps at Zillow to connect real estate buyers and agents, and help them communicate instantly.

Internal tools

The customer support team plays an essential role in connecting real estate agents and home buyers. We want to provide a tool for the team to work more efficiently.

It's crucial to fully understand our customer support team's workflow. For qualitative research, I sat down next to my colleagues and watched them work. I learned about what they do and how they work. I also learned what they think and how they feel by asking questions.

I looked at competitors' products and learned about their different features, and assessed if any of those would be a good fit for our product.

Quick sketches supported fast turnarounds so we could test ideas with the phone system early.

The userflow is similar to call center interaction but more complex. The key feature here is connecting calls between consumer and agent. The complicated part is that users need a lot of information while talking to consumers and agents. We decided to focus on two things:

Clear indications of call states

A layout reflects users' workflow

I use Figma for design and prototype. View prototype

We iterated rapidly in QA—testing directly with the phone system instead of full wireframes or prototypes.