Experience conceptBuild buyer confidence before the first conversation.
I explored conversational AI that could connect buyers with expert insight earlier in the home buying journey.
UX Auditor & Designer
February 2023
Customer journeys · Conversational AI
Help buyers get to know an expert before they reach out.
Build confidence in realtors and other experts without disrupting the existing website and app.
What I owned
I audited web and mobile, mapped customer journeys, designed AI use cases, and presented the direction to Realtor.com.
Map the buyer journey
Screenshots of live pages mapped the buyer journey and revealed relevant moments for expert interaction.
Balance value and implementation
The UX audit identified improvements and AI opportunities. I balanced customer value with a familiar journey and limited additional technical debt.
Design expert-led discovery
Concepts placed expert insight within realtor discovery, listings, and educational content. High-fidelity flows showed how buyers could engage before making direct contact.
A practical direction for a more connected buying journey.
Delivered a UX audit and experience concepts to Realtor.com. The direction explored buyer confidence within the existing ecosystem and remained at the concept stage.
Connect customer psychology to product decisions and implementation constraints.