Zillow is a US-based company that aggregates real estate listings and offers search, application, and payment services for people looking to rent a home. After diving into research to understand renter frustrations, I worked with a PM to develop a two part strategy on improving the most frustrating experience for renters on Zillow’s platform: scheduling tours.
The first part focused on reducing the amount of information provided to landlords to limit opportunities for discrimination minimize the up front power imbalance between renters and landlords. Landlords wanted potential applicants to provide lots of information before requesting a tour that revealed personal details and opened up opportunity for unconscious biases. We also discovered that the information requested didn’t really help anyone in the transactions because it prevented some future tenants from applying at all and landlords didn’t trust self-reported details about things like income and credit score. I was successful for getting the reduction down to name, phone, and email.
The second part of this effort aimed to streamline tour booking by allowing renters to choose from open time slots to schedule a tour instantly.
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After pitching and building support internally, I led design for tools to help account holders control access to certain types of content across profiles.
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2 min
I co-led strategy, built innovative prototypes, and led mobile design for a set of features aimed at helping cord-cutters record Live TV on Hulu’s vMVPD service.
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2 min
I led design and research for a multi-year notification strategy which resulted in a design system for presenting information to viewers that respects their autonomy while fostering business growth.
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12 min
This project explores collaborative frameworks for participatory design developed through the co-creation of an internal ethics board and lab for design-led initiatives.
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1 min
Legal and logistical complexity defined this challenge centered of empowering viewers to watch in scenarios when a cheap or stable internet connection is unavailable.
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1 min
Recommendation engines require lots of data to provide better suggestions to viewers. We developed tools to help viewers generate better recommendations and hide specific content.
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8 min
Viewers on Hulu can add content sources to search, browse, and watch a wide variety of content in one interface. I wanted to make it painless to augment a plan through TVs and streaming boxes.
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5 min
