Concierge

Goals

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.

Empathize & Define

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.

Market Research

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.

Ideation

Since we want to test ideas with the phone system, quick turnarounds are essential during the ideation phase. I used sketches to discuss ideas and options.

Challenges & Solutions

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:

Design

I use Figma for design and prototype. View prototype