Coldwell Banker Agent Productivity Dashboard
My Role
Lead Product Designer.
Owning the entire user experience of the product which includes: user research, information architecture, wireframes, prototypes, user testing and visual design.
Goal of the Project
- Complete redesign of the current Agent Dashboard, creating a unified productivity platform, integrated with various Coldwell Banker tools.
- Revitalize user experience and improve agents’ engagement with Beta version of the Dashboard.
- Mobile responsiveness
Process
I picked up this project in its Beta version (that just got released).
Started with stakeholder interviews to get a better understanding of the business goals and requirements, as well as product vision and roadmap.
The plan for this product was rolling the beta version out, getting user feedback and then implementing improvements, as we look at the bigger picture to completely redesign user experience.
I proceeded with going through collected user feedback to see what pain points users might have with the current version, as well as their suggestions and other comments.
It was clear that there were some features missing, that were limiting users to perform the tasks they need and also some improvements that could be made and then carried over to the long term vision.
After analyzing user feedback, I presented the findings to the stakeholders and together with the team identified main aspects for improvement and incorporated them into project roadmap.
Delegation feature
One of them was setting up Delegation feature, which was not carried over from the previous version of the product. Delegation is allowing a user to set up a Delegate for themself (currently only for one app) to perform certain tasks while the main account holder is unavailable (ex. Assistant acting as delegate for real estate agent).
I started with assessing previous functionality, then completed 5 user interviews to see their interaction with the tool as well as get their feedback. I then proceeded to user flows and wireframes and presented them to stakeholders and engineers along with my recommendations.
After some tweaks to the wireframes, they were tested with users to make sure that the flow of setting up a delegate was a smooth experience for them. Visual designs were tested once more and then submitted to developers along with detailed specs. I collaborated with the engineering team throughout the sprint and was always available to answer any questions or to provide design feedback.
Implemented improvements:
- One page to Add and View your delegates at the same time
- Input field serving as a search - pulling up results as user types the name of a future delegate
- Results are sorted by proximity to users’ office (since most agents choose a delegate from their local office)
- Added ability to remove yourself as someone’s delegate (was not available in the old feature)
- New Sign in process, as old one could not be carried over
Notifications Menu
The MVP notification menu was very limiting since it was unclear at first what type of notifications would be displayed. After running the beta version for a couple of month, and collecting user feedback, the following improvements were made:
- Wider Menu container
- Added notification date
- Added “unread” notification state
- Added “mark as read” action
- Added “Delete” action
- Ability to read full notification message inline (vs going to a new tabbed page)
