The Trulia Learning Center is a self-service learning and support platform that provides real estate agents and consumers with easily discoverable help articles. product training, and professional coaching content. Our primary user segment served by the product suite was our paying customers: real estate professionals.
As both Senior Manager and Lead Product Designer, my complete process included early user research; persona creation; customer journey mapping; wireframes; mockups; prototyping and user testing.
Our business objective was to decrease paid agent calls to the Customer Service help line by 15% per paid agent. Within the first month following launch we met and exceeded this KPI.
The user experience goals were to increase discoverability of top-asked customer questions; improve visibility of the Learning Center across all channels; provide clear, concise content to promote self-service; and to create exclusive content for top tier subscribers.
Within the first 30 days following launch, daily visits to the learning center increased by 88%; customer service calls dropped by 23%, and qualitative testing indicated that all user experience goals had been met.