Introduction
To streamline the home touring scheduling process on realtor.com's mobile app, we need to focus on enhancing user experience, reducing friction points, and leveraging technology to create a seamless journey from property discovery to tour booking. I'll approach this challenge by analyzing user segments, identifying pain points, generating innovative solutions, and proposing metrics to measure success.
Step 1
Clarifying Questions
Why it matters: Determines the scope of our improvements and potential technical requirements. Expected answer: A combination, with a growing emphasis on virtual tours. Impact on approach: Would focus on creating a unified scheduling system that accommodates both types of tours seamlessly.
Why it matters: Influences the design of the user flow and integration points. Expected answer: Most users schedule from property listings, but there's also a separate scheduling section. Impact on approach: Would prioritize optimizing the scheduling process within property listings while ensuring consistency with the dedicated scheduling section.
Why it matters: Helps identify areas for differentiation and improvement. Expected answer: Realtor.com's process is functional but less streamlined than some competitors. Impact on approach: Would focus on innovative features that could leapfrog competitors and provide a unique value proposition.
Why it matters: Ensures our solutions align with broader company goals. Expected answer: Primary focus is on increasing tour bookings while improving user satisfaction. Impact on approach: Would prioritize solutions that directly impact booking rates while enhancing the overall user experience.
Tip
Let's take a brief moment to organize our thoughts before moving on to user segmentation.
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