Lender Portal / Live Buyer

REALTOR.COM

LiveBuyer is the Opcity B2B mortgage product. In essence, we transfer fiancing leads to loan officers who pay a subscription fee to receive a pre-determined number of leads per month. A part of this offering is access to our loan officer portal which gives the ability to view their lead and connect with partner agents. 

Process 🛠️

  • Audit of current product

  • User interviews 

  • Data science readout and distillation

  • Feature ideation

  • Wireframe

  • Design and refine

  • Build

  • Test

  • Launch

The team  🤝

The Team behind the dream! 

4 Engineers
2 Data Science
2 Product Marketing
1 Product Manager
1 Product Designer (myself)

Why we did this

We took on this project to support lenders in building relationships with their agents. We are providing them with a modern tool that is engaging and accessible. The current lender portal did not so real-time client information; therefore, the brokers had a hard time understanding their team’s workload and which team members needed help.

  • An updated portal will allow us to experiment with more mobile-first features that help loan officers perform better on our platform and build relationships.

  • We also merged with Realtor.com and needed to rebrand from Opcity for the acquisition. We had to determine a balance of both design systems.

Solving the problem

Dashboard View - We're introducing this concept as a location that will eventually hold relevant metrics related to platform performance, relative officer ranking, and other supportive data points.

Dynamic dispositions - We removed significant friction from the status update process by enabling a quick selection design while preserving relevant disposition notes. This will allow officers to keep a lead's status up to date to build trust with agents and report accurately to their managers.

Implement GetBeamer to provide continuous support to our customers

  • Implement instrumentation via Segment and Amplitude to begin learning about engagement and usage

  • Revised our SMS to include the ability to snooze live lead alerts

  • Added the ability for agents to set a do not disturb settings

Results and learnings

Lead status updates

Over six months 65% of all consumer profiles have had their statuses updated at least once.

Engagement

Weekday Range (approx): 200-250

Weekend Range (approx): 60-90

Session and session time, Average time: 8:23

Device useage

+ 82% Windows Desktop

+ 10.5% iPhone

+ 3% Android Phone

+ 3% Mac

Insights

Loan officers visit the portal multiple times to get their lead information to manage their follow-up. On average, they visit 1.9x and spend 8:23 min to get this information and prioritize their plan for the day. 

Next steps

Continue experimenting with improving claim, contact, and close performance by surfacing data to the user and implementing feedback loops to drive behavioral change.

Experiment with financing status updates to drive towards accuracy with the ultimate intention to provide relevant signals to agents.