Realtor.com
2019–2020 | product, Service, editorial, Brand, VISUAL The evolving digital real estate space was experiencing massive innovation and radical power shifts.
To adapt, realtor.com needed a deep overhaul of its legacy design systems, profit models, and service vision. This was a big ask for a seasoned veteran with a Fortune 500 pedigree and bureaucratic tendencies to match.
During my tenure, we experienced the aftermath of a startup acquisition (Opcity), multiple strategy changes, sales of subsidiaries, and rounds of layoffs with their accompanying reorgs. The arrival of COVID-19 in 2020 brought further turmoil and uncertainty, and I led our organization with the digital collaboration tools to keep us productive.
I was deployed on various initiatives based on business priorities. Many broke new ground for realtor.com, requiring us to navigate ambiguous problems and drive impact with various time constraints and levels of institutional knowledge. I focused on product differentiation by helping craft our new service story, product touchpoints, and collaboration tools.
DISCLAIMERSome information has been redacted and obfuscated to comply with my non-disclosure agreement. Opinions and analyses are my own and do not necessarily reflect the views of my past employer.
TL;DRI collaborated on a distributed team of 20+ designers and UX researchers to build the future for how people research, find, and purchase their perfect homes.
CASE STUDIES
Buyer–Agent Messaging
We enabled collaboration and communication between buyers and their agents, boosting close rates and CSAT.
SeniorHousingNet
We equipped seniors and caregivers with a friendly research experience, so they can build knowledge and find the right services for their needs.
Other Contributions & ImpactCrafted new brand messaging and service story to help homebuyers build confidence and real estate literacy.
Drove design effort for homesearch features unique to New York City, a market that plays by its own rules.
Led UX writing efforts to improve agent-referral conversion rates with A/B and multivariate testing methods.
Increased readability, discoverability, and organic traffic from SEO by overhauling editorial site and redefining the research experience.
Reimagined the product and brand vision of realtor.com for the future of real estate.
team & Project Leadership
Leading adaptable workshops
Led in-person and virtual workshops for leadership, engineers, and product teams to drive product roadmaps and concepts
Steering a human approach to data
Partnered with user research leaders to push data-driven teams to be more data-informed and aware
Establishing design fluency
Started a Design Wiki to increase resource sharing, build common references, and decrease onboarding friction for new team members.
Connecting the dots
Built cross-functional relationships and drove knowledge sharing between distributed teams and practices.