Background
Opendoor's primary offering allows customers to sell their home for cash, but that isn't a fit for every customer. That's why launching a listing service is a key step in Opendoor’s mission to power life’s progress. Customers can list with an Opendoor partner agent to go after the best price while simultaneously holding their cash offer as a backup plan.
Problem
When I joined the project, Opendoor’s listing service was relatively new. That meant the customer dashboard hadn’t caught up to reflect every step in the journey.
Most of the listing experience was being handled over the phone, which meant that operators had to field questions that could easily be answered online.
Solution
Working within some tricky operational and engineering constraints, I wrote and designed new dashboard states to give customers quick access to their agent’s contact info and answer key questions they have about their backup cash offer.
I also wrote and designed an SMS and email series for these customers to keep them in the loop at every step of the journey.
To capture all the edge cases within the experience, I designed components that could toggle between various sub-states. This made for a consistent design across all steps and a seamless engineering handoff.