Zillow Premier Agent Routing Rules
Objective
With the creation of the Premier Agent platform, our users needed a way to manage some of our new features. Previously, these features lived on their own pages independently, but we found in user testing that many agents were going to settings to look for them. Based on these findings, we decided to create a comprehensive settings area. We also incorporated this into the mobile app via framing in a responsive layout.
I’ve chosen to use the example of the routing rules feature, because it was one of the most complex to design. This feature would appear for team leaders, and would allow them to assign leads to members of their team based on an attribute, or combined set of attributes. This experience also set the example format that other complex areas of the settings pages would follow (message templates, auto-responders, etc) in terms of layout and responsive design.
Role
I was the sole designer working on the settings features. Together with a UX developer and a product manager, we broke up and prototyped the sections of this area out. We also worked with user researchers to gather information about our users’ expectations.
Routing Rules
Our users wanted an automatic and customizable method to assign their leads to members of their team. The complexity of this project came from the criteria they want to base these rules on, and managing to keep these complex concepts easy to understand and parse.
There are two key areas to consider when creating a rule: the criteria of the lead (location, price point, etc) and the method of assignment (select team members, percentages, round robin, etc).
Rules Summary Page
On the landing page for the routing rules feature, a user will see their current rules, with the ability to turn them on or off, and reorder them if they desire. They also have the ability to create a new rule, or edit/delete an existing one.
Simple Rule Creation
This rule is based on only one attribute (location) with a few locations added. It is also assigned to one specific team member, instead of a broadcast list or round robin.
On the landing page for the routing rules feature, a user will see their current rules, with the ability to turn them on or off, and reorder them if they desire. They also have the ability to create a new rule, or edit/delete an existing one.
Complex Rule Creation
This rule is based on two attributes (location and price). A third attribute (or even fourth) may be added, as the criteria by which we can sort leads becomes more detailed.
Responsive Mobile Version
Below you will see the responsive layout of the design in a mobile layout. We did not have the bandwidth to implement a native version of the design, so as a stopgap we decided to frame in the responsive design.
Rules summary
Rule creation