case-one-stop-shop

One Stop Shop

Homer Real Estate

This case shows how we managed to organize and group our solutions in a way that our users understand every solution and have everything he needs to close new deals.

The Problem

Homer was introduced to the market as a network of real estate partnerships that connected brokers to do joint sales. Over the years, Homer created several solutions to help the realtor, such as credit, documentation assistance, expansion of the real estate portfolio, etc.

Analyzing data from the customer service team and feedbacks from past interviews, we identified that many brokers had no idea that there were several other solutions.

During several qualitative interviews we realized that all solutions delivered value to the broker, they just weren't connecting properly.

Example:
• Agents in the network who didn't know about our credit solution
• Agents who entered through credit solution and didn't understand how the partnership network works

Main Objective

To make users understand that in Homer they have the complete environment for them to work independently and that supports all stages of the real estate buying and selling journey.

Step 1 Discover: What we already know about it?

CSD MATRIX

First of all we organized a CSD matrix with the main internal stakeholders. With the objective of gathering all the data we already knew

DESK RESEARCH

We went back to all the research we had done previously to retrieve everything that made sense for this project.

DATA ANALYSIS

We asked our data team for various information to help us in our decision making. Data with interaction between solutions, engagement, etc.

Competitors

We look at the major players that our users are also used to using to analyze as a benchmark.

We also look at players in the US market (like Compass, Zillow) because they also treat the market the same way we believe.

Step 2 Define

PERSONAS

After analysis with the stakeholders, we identified 3 main user profiles in our network. To help the process we created a proto persona for each profile.

USER'S JOURNEY

To identify the path of each profile on our platform, we design the entire user journey.

This allows us to identify the main contacts and problems that users have when interacting with our platform.

Step 3 Ideate

CRAZY 8

To get out of the comfort zone regarding the solution, we chose the Crazy Eight technique with our product-technology team.

USER FLOWS

We map the possible user flows to identify shortcuts and enablers.

Step 4 Prototype

WIREFRAMES

The doodling of some Wireframing allowed us to get to know our client better. We quickly mapped out the functionalities and detected possible problems in our users' contact with our platform.

PROTOTYPE

After raising and fixing the possible problems in the Wireframe we prepared a high-fidelity prototype to test with our users.

Before using the prototype with the end user, we tested the prototype with some of our friends from the customer success team and also some members of our technology team participated actively in several steps of this process.

Step 5 Tests

USABILITY TEST

The big moment, testing with our real users. With the help of our data team we carefully selected users that had the same profile as our personas.

We tested with Heavy users and also with new users.

During this process we gathered a lot of feedback from users.

We invited the users for coffee and after the test we also did a qualitative interview. To extract information in a richer way. We made changes when we detected something too problematic and made a new round.

After all, the tests were a success! We organized the feedback and made the necessary changes for our final version.

Together with the technology team we created the epics and stories for each deliverable stage. With this the project was entering our flow of sprints

Results

We are still constantly analyzing and collecting data.
But we have already managed to analyze the following improvements:

We have also identified that there is a much higher retention of active users who access the education platform

Special Thanks!

I would like to give a special thanks to my friends and co-creators on the team who worked so hard to make this all happen.
You guys made this possible 💛

• Monica Macedo (Product Manager)
• Pedro Rodrigues (Product Designer)