Helping Operators Prioritize and Address
Their Workload
A B2B enterprise tool for Opendoor's CX team
STAKEHOLDER OPENDOOR
THE CHALLENGE
Design a 0-1 internal tooling platform that helps Opendoor unlock scale to become the true one-stop-shop for all institutional transactions
THE OUTCOME
Pipeline, a desktop app that acts as an operators' source of truth, helps with everything from quickly getting context and prioritizing tasks to empowering them with insights so they can take a more proactive approach towards their work
IMPACT
Since Pipeline's MVP launch we've increased SLA compliance on all operator tasks from ~20% (Aug 2020) to ~90% (Aug 2021). In addition to improving the UX we also equipped leadership with cleaner data, so they can make better strategic decisions. And lastly, we surpassed our monthly goal of 1,500 COEs (Close of Escrow) within only 6 months of launch.
MY ROLE
Sole designer responsible for supporting all UI/UX needs within this org of Opendoor.
Additional responsibilities: Guiding product strategy, conducting user research, rapid prototyping, cross organizational collaboration, stakeholder management, requirements gathering, and use training
OUR USERS
Also known as Opendoor's CX team
LEADS
Owns the end-to-end customer experience
Are essentially licensed real-estate agents working for Opendoor that shepherd the home buying process. They're motivation is to close the maximum # of homes for the institutional buyer they’re representing each month.
SUPPORT
Handles all of the behind-the-scenes
Leads are paired with a support role that can handle the behind-the-scenes work such preparing documents, managing the inspection period.
USER INTERVIEWS
What did they have to say?
TOOLING AUDIT
Where were existing tools falling short?
SYNTHESIZING COMPLEXITIES
How could we tie it all together?
DESIGN RECOMMENDATIONS
Designs' pitch to what we should build
RE-FRAMING THE GOAL
HMW unlock a CX team member’s potential so that they can seamlessly navigate between different operational processes
DESIGN PROCESS
What decisions did you make along the way?
FINAL DIRECTION
1. STAY INFORMED
High level context made easy
2. PRIORITIZE YOUR WORK
Access your tasks without leaving the tool
3. COMPLETING THE WORK
Streamlining workflows
KEY RESULTS
Measuring our teams success
IMPACT
Since Pipeline's MVP launch we've increased SLA compliance on all operator tasks from ~20% (Aug 2020) to ~90% (Aug 2021). In addition to improving the UX we also equipped leadership with cleaner data, so they can make better strategic decisions. And lastly, we surpassed our monthly goal of 1,500 COEs (Close of Escrow) within only 6 months of launch.
