Case Study: Zoopla

At Zoopla, I was working on a project focused on the experience of an estate agent.

Estate agents often receive leads with low value/quality ratings and spend lots of time qualifying that lead. They receive leads from multiple sources, but for Zoopla, it was about valuing that lead for an agent and taking the potential customer through the journey for the agent.

What was needed was an insight into how agents managed their leads?

A combination of existing knowledge and research conducted pointed to some interesting findings. First, estate agents and their businesses operate on a sliding scale in size, geographical locations, etc. Secondly, research helped us understand more about the typical day of an agent.

They manage their day-to-day tasks using various methods, emails, calendars, 3rd party tools. So we started to try and think about a solution that could help manage that process. The opportunity for Zoopla was that they'd receive more subscriptions from potential agents and supply better service to their existing subscribers.

Some of the processes that we had to look at, were how these leads were generated at Zoopla at the time. Here's a video from a white boarding session looking at a chat bot service that was providing leads at the time.

We set about creating some potential wireframes, starting mobile first. Agents of course, are mobile. The best point of capturing any data is at the point they meet the potential buyer or renter. It's also the quickest way to surface a lead directly to the agent.

I'd love to show you more of that project, but it's not mine to show for NDA reasons. But here's a clip from a remote testing session we did.

We tested this with agents, and got their feedback to make iterative improvements.

What we needed next to do was to understand further data analysis and move towards releasing an MVP. My time was cut short at this point due to the pandemic hitting the U.K. It was a great experience, and is often the case sometimes as a consultant, you don't get to see the progression of a product.

I was placed with this client working with 101 Ways.