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Concierge Web App

Zillow · 2021

A web application for Zillow's customer support team to instantly connect home buyers and real estate agents.

Role

Lead UX Designer

Focus

Web · 0→1 · Internal tool

01

The
problem

·
Users have to find all necessary information from various sources. It's overwhelming and slows down the work.
·
Sometimes users miss the must-check points and cause rework.
·
Too many disposition options causes a high error rate.
·
Users have to use the physical phone to connect and hang up calls, which increases task time.

Avg call time

8m 20s

0target: 6m10m

Daily volume

376

0target: 450670

Error rate

5.1%

0%target: <1%10%

02

User
pain points

·
Agents juggled 3+ tools during every call: Zillow.com, Salesforce, email, and a physical phone
·
Average call took 8m 20s — too slow, too error-prone
·
5.1% daily disposition error rate caused constant rework
·
Checklist items were missed, leading to incomplete calls

03

Market
research

Competitive analysis and market context that shaped the design direction.

04

Solutions &
design

One screen replacing three tools, a physical phone, and a confusing disposition form.

Information layout

Everything in one place

All buyer info, listing details, notes, and call history on one screen — no switching tabs.

Phone call flow

No more physical phone

Clear in-app call flow for inbound and outbound — each step made explicit.

Dispositions

Fewer choices, fewer errors

Simplified options with progressive disclosure — error rate dropped from 5.1% to 0.6%.

Call queue

Know what to take next

Rich, time-based indicators help agents prioritize which call to take first.

05

The
outcomes

8m 20s → 6m 03s

−27%

Call completion time

376 → 428

+14%

Daily calls completed

5.1% → 0.6%

−88%

Disposition error rate

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