Our team improved the post-form product experience for customers of Ramsey Endorsed Local Providers through iteration, customer feedback, and testing. Our goal was the find the best alignment we could of customer value, product usability, build feasibility, and income viability for the business.
Customers complete a lead form to be connected with real estate agents in their area, but were not given tools and information to guide their decision and were largely just handed off to the agent. Customers did not understand how to choose which of the three local real estate agents they were matched with and they didn't understand what happened next in the process.
The business only made money when a customer actually conducted a transaction with an agent. However, the rate at which customers were working with agents was very low. For the long term success of the entire program (customers, agents, and Ramsey), this working-with rate needed to increase.
Through the team's efforts, we increased the number of customers deciding to work with one of their matched agents by 10%, helping thousands more people buy or sell a home and resulting in a several million dollar increase in company revenue.
