ZILLOW Transaction Portal

Challenge

Create a single place for customers to transact end-to-end directly on Zillow. Initial effort was focused on the closing process, but the ultimate goal was to have every part of the home buying and selling process in one place. This meant creating a system that would work for a single line of business, but would eventually scale to other LOBs.

Goals

• Create a consistent place and experience for Sellers and Buyers to manage their transaction-related tasks

• Reduce costly operator interactions via a self-serve experience

• Help Sellers stay on track, reduce errors, and improve customer satisfaction
  

Customer Actions:

• See all her tasks in priority order

• Get notified when a task requires attention or action

• Act on all tasks

• Know where she is in her process

• Know who to reach out to for help, if needed

• Learn about additional Zillow services that she could be using

• View and manage the rebates/incentives she qualifies for when using more than one Zillow service

• Schedule her time and events with others

• Easily communicate with operators and her partner agent when needed (multi-party conversations around an entity)