Critical gaps emerged as Ten-X Homes' home buying app, XOEY, neared launch. A product, design and CX risk surfaced: How do we ensure real-time communication between real estate agents and home buyers in the critical first hours of connection
​
-
Company: Ten-X
-
Role: Director of CX Content Strategy
-
Full case study Request access
Service design for MVP launch
Overview
The MVP app, built over 8 months, was intended to be a real-time marketplace where home buyers and real estate agents could connect before committing to working together. The effort would tap $1.25 trillion dollar residential real estate market while simultaneously attempt to preserve established relationships Ten-X had built in the real estate industry.
Development involved separate product, UX, engineering and business teams representing buyer and agent experiences.
Late summer 2017, we discovered a significant CX issue that put our relationship with agents at risk. As a lead not attached to buyer or seller teams, I led the effort toward designing a launch and long-term solution.
​
Full case study Request access