overview
In the world of luxury real estate, folks selling their homes want a comprehensive understanding of their home’s marketing presence and showings. I saw a gap in our customer service where we could be providing better and more consistent information to clients while saving time and extended phone calls for our office staff by implementing a low-touch portal experience for our sellers.
my role
This was a self-initiated project where I saw a gap and was given the bandwidth to work on a creative solution. My direct supervisor, the office staff who would be using the templates, and the company founder were all stakeholders in my design process.
challenges
Multiple technology option: Microsoft Sway, Piktochart, Intelligent Indesign templates, Excel imputs
Office staff tech-savviness
Disparate information across multiple informational platforms (Zillow, Realogics, MLS, Trulia, Realtor.com)
Design & Implementation
Process
After considering multiple alternatives, I decided on multi-touch solution that would help clients adjust by maintaining the current email-based method of contact while also making information more available and easier for office staff to update by creating an embedded portal experience with a custom URL on our main company website. This helped users feel empowered and in the loop regarding the sale of their home.
Documentation
Because of the various technologies used to create this solution and the varying levels of tech-savviness for our internal users, I created extensive documentation to walk users through the process of setting up, maintaining, and distributing the portals to clients.