Case Study
Zillow Projects
My Role: Senior Product Designer (Zillow Offers & Rentals)
Teams: Buying & Selling, Rentals, Leases, Trulia.
Impact: Improved home acquisition rate by +10% and
boosted internal efficiency +40% through a redesigned platform
In a hurry?
[Watch the project in 30 seconds]
Teams I supported
Zillow Rentals
I helped create intuitive tools that connect landlords with renters, making it simple for property owners to list homes while giving renters smart ways to discover their next place.
Zillow Offers
I designed sophisticated underwriting tools that evaluate homes quickly and accurately, allowing Zillow to make confident purchasing decisions directly from sellers at scale.
The Zillow Underwriting Model
Making Smart Decisions Faster
Keep scrolling to explore my interactive model!
Understanding the Problem
The previous underwriting system relied on a slow Machine-Learning algorithm awkwardly integrated through Microsoft Excel.
This created numerous pain points:
Manual Overload: "We relied on manual processes for everything—pricing models, risk assessments, approvals." —Lauren, Analyst
Tracking Issues: "There was no clear way to track who made what changes." —Parker, Senior Analyst
Data Misinterpretation: "Having to repeat steps due to the model's misinterpreted data." —Carter, Senior Approver
Glacial Performance: "Underwriting models can take 7-9 minutes just to open up." —Mark, Senior Approver
The Previous Model
Our Zillow Real estate professionals struggled with a tedious, outdated process. My redesign transformed these workflows, dramatically improving both efficiency and scalability.
User Research Approach
I dove deep into real workflows through interviews and observation, engaging directly with both Analysts and Approvers to uncover pain points. Testingsolutions with actual users helped validate and refine my approach.
Who were the key users, and what did they need?
Approvers required quick, digestible overviews of recommendations to make confident decisions.
Analysts needed clear visibility into complex data with customization tools to ensure accurate evaluations.
What function did Approvers serve in the apparatus?
Approvers reviewed underwriting recommendations, relying on clear summaries and key insights to make fast, informed decisions.
What role did Analysts play in the system?
Analysts played a crucial role in providing comprehensive reports and insights to the Approvers.
User Pain Points
Real Quotes from our analysts
Mark
Zillow Senior Approver
"Underwriting model can take a long time to open up. (7-9) minutes at times"
Lauren
Zillow Analysts
"We relied on manual processes for everything—pricing models, risk assessments, approvals. There was no way to automate checks or flag inconsistencies in real time."
Devin
Zillow Analysts
"The Underwriting Model shows errors for HOA adjustments when accurate"
Parker
Zillow Senior Analysts
"There was no clear way to track who made what changes. I’d get a file and have no idea if the numbers had been altered since the last review."
Carter
Zillow Senior Approver
"Having to Repeat steps over again due to the models misinterpreted data."
Miguel
Zillow Analysts
"County Buy Box feed is overwhelming"
How did I approach user research?
Conducted interviews, workflow analysis, and usability testing to identify pain points.
Engaged with Approvers and Analysts to uncover inefficiencies.
Validated solutions through iterative testing and feedback.
Did I facilitate any design thinking exercises?
Yes, I facilitated design thinking exercises within the team to enhance our understanding of user and business needs. These valuable insights informed our design decisions and ensured our solutions aligned with user expectations and business goals.
How did I address the unique needs of both personas?
I redesigned the system to enhance collaboration, streamline communication, and optimize the overall efficiency of the home purchasing and approval process.
What did I learn from the interviews?
User feedback revealed workflow challenges and key data needs from the ML platform. These insights shaped a more efficient underwriting model by addressing pain points and improving accuracy.
Iteration 01
I preserved all the original Excel functionality but ended up with a feature rich yet cluttered interface.
Iteration 02
After another round of testing, users found this version significantly easier to navigate. Analysts were thrilled to have their most used fields front and center, while approvers appreciated the cleaner summary view that highlighted what mattered most.
Checkout the interactable Model
MVP
The final design featured an intelligent interface where analysts entered data in clearly marked green fields, while machine learning handled the heavy lifting by pre populating other input dramatically streamlining the decision process.
Style Guide
What was my visual design process?
I embraced Zillow's design system to create breathing room in the interface. Improved contrast, thoughtful typography, and consistent spacing made complex information easier to scan and understand.
#BBDEA0
Intuitive clickable inputs
#006AFF
Recognizable Zillow blue
#A1AED1
Clean navigation elements
Zillow Lease Manager Hub
I also transformed the Zillow Rental Manager Hub, a platform where landlords can seamlessly manage their properties and leases.
What is Zillow Leases?
It's Zillow's smart property management platform that helps landlords and property managers list rentals, screen potential tenants, sign leases, and collect rent—all in one intuitive system.
At a Glance
Zillow Rental Manager empowers landlords to showcase properties effectively, connect with qualified renters, and streamline tenant management without the usual headaches.
Problem
Property owners struggled with fragmented management processes, lacking a user-friendly system to handle everything from listings to tenant relationships.
What did I do?
Based on extensive user research, I designed a clear, intuitive layout that prioritized the tools landlords used most frequently, making property management feel effortless rather than overwhelming.
Payments
Zillow Rent Payments
When COVID-19 limited face-to-face interactions, online rent collection and virtual lease signatures became essential. I designed a secure, straightforward payment system that integrated seamlessly with the existing platform.
Platform
I created adaptable layouts so whether a landlord was at their desktop or checking properties on-the-go, they could easily manage everything. This responsive approach significantly boosted engagement and satisfaction.
Navigation
The reimagined navigation structure eliminated menu-diving by organizing tools logically, putting important functions exactly where users expected to find them.
Mockups
View my carousel of interfaces that bring these concepts to life
Trulia Rent Payment Features
Rent Payments
What is Trulia?
Trulia is Zillow's neighborhood-focused platform that helps people discover homes and apartments with an emphasis on user-friendly design and rich local information. We wanted to bring the same seamless payment capabilities to Trulia users.
Trulia Mobile Rent Payment
This thoughtful integration meant more landlords could go entirely digital with rent collection, while renters gained a convenient, contact free way to pay.
Simple rent payments through an intuitive app interface
Hassle-free autopay options for never missing payments
Automatic receipts for peace of mind
Compatibility with any bank for maximum flexibility
My Time
Working closely with researchers and fellow designers, we launched the complete solution in just three months. The result was Trulia Rent Payments—a streamlined system that transformed how property managers collect payments while significantly enhancing the experience for everyone involved.
Thank you for exploring my work on Zillow's ecosystem of products. I hope this glimpse into my process shows how thoughtful design can transform complex real estate transactions into simple, intuitive experiences that truly help people find and manage homes.
Thank you for Reading
Ian J Busik
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