Zillow
Zillow Home Loans Dashboard
Helping buyers get a home they can afford through personalization
Zillow Home Loans, a lending division of Zillow, helps homebuyers understand what they can afford based on their unique financial situations. It offers personalized data and educational resources to guide users from pre-qualification to closing on a home. As a senior product designer, I created the mobile dashboard experience by deeply understanding user needs, identifying opportunities through data insights, presenting design concepts, and delivering low to high-fidelity design solutions.
I worked closely with the brand experience and engineering teams to incorporate my vision work based on the new design system into the Zillow Home Loans app.
Lead to Assign
Giving buyers the ability to choose how they want to be contacted
User research revealed that qualified homebuyers wanted more control over how and when they were contacted. Typically, multiple lenders reach out immediately to strong leads, causing buyers to feel overwhelmed and spammed. This resulted in negative experiences and reluctance to proceed. To address this, I designed low-fidelity solutions that allowed users to schedule their preferred contact methods and times. Follow-up research showed that this approach increased customer motivation to use Zillow as a lender.
Post-click customer experience
Reducing the number of user interactions and showing progress
On Zillow’s home details page, the action area (highlighted in blue below) does not update to reflect the buyer’s current stage in the home-buying process. For example, even after completing pre-approval, the call-to-action remains unchanged, leaving buyers unclear about their progress. Additionally, third-party handoffs and platform requirements introduce multi-factor authentication, resulting in extra clicks that reduce buyer satisfaction and increase confusion. To address these issues, I collaborated with engineering and product teams to design multiple flows and audits aimed at minimizing clicks while staying within technical constraints.
Zilow CarPlay
Home buying on the go
Each year, Zillow teams take a week off to participate in a Hackathon. I had the opportunity to collaborate with designers, engineers, and product managers worldwide to create a CarPlay experience that blends digital home shopping with the tangible, in-person exploration buyers and renters value when evaluating homes. This concept enabled on-the-go neighborhood discovery, helping users feel more confident about their home choices. It also provided next steps, such as contacting agents, scheduling open houses, and accessing audio tours. I designed and developed the motion demo below to showcase this aspirational experience and bring the story to life.