Designing for complexity
INTERNAL TOOLS · CRM
Redfin does a great job of acting as an intermediary between customers and real estate agents. In order to help nurture this connection, Redfin provides agents the ability to organize and maintain their customers using an internal dashboard.
CONTRIBUTION
Responsible for in-depth research, end-to-end design, documentation + video walkthrough
TEAM
PM, Data, Engineering, Research, PM Lead & Operations
TIMELINE
June — November 2021, launched national in March 2022
The dashboard didn't work the way agents worked
The Partner Customer List is a task and customer management tool originally designed ten years ago. Overtime, its user base tripled and the existing experience couldn't handle the larger volumes. In 2021, we set out to redesign the product to make it a delightful, modern tool that works equally well for everyone.
How might we empower our diverse users to use our Customer List in the way they want, while making it simple, delightful and uncomplicated to use.
Old Dashboard
Finding what matters most
Historically, the Customer List was serving “everything everywhere all at once” which resulted in generic messaging, a dense site architecture, and little user understanding of what the platform offers. Through discovery and agent interviews, we revealed something vital: The site’s focus needed to be on facilitating specific tasks related to the unique workflow of partner agents.
Insights
Still under construction (transferring everything from my old site)
