Multi Listing Service for Real Estate Agents
Enabling real estate agents to find and track property information on the go.
UX Research | UX Design | Prototyping | Testing
Project synopsis
Real estate agents in the US use a multi-listing system (MLS) to keep track of properties in their area. This MLS contains all documented information about any given property and is crucial in assisting agents when making sales.
My role: User research and analysis, ideation, wireframes, design, and prototyping.
I collaborated with Swikruti Mishra (+ Emporiom Digital's team) for UI and development.
Problem
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Finding/creating listings on the current MLS is overwhelming and cumbersome, costing agents valuable time and potential sales.
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Agents are limited to using the MLS on their desktops as a mobile experience does not exist.
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Agents note property information using pen and paper during site inspections which can easily be misplaced.
Analysis
A detailed analysis showed:
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Highly cluttered interface with multiple features and ads grabbing attention.
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Only 3-4 critical features are used, the rest (over 90%) are ignored.
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Complex user journeys for simple tasks causing frustration.
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Non-responsive interface leading to inaccuracy of property information.
Solution
Designing a research-backed experience that is simple, responsive, caters to a diverse user base, and enables accuracy of information.
Challenges
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Learning about the US real estate process was a personal challenge as it is completely different from what happens in India.
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Not having access to any MLS (for use in the US only) meant repeated calls and interviews with agents to understand the flow of each task.
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Avoiding over-simplification when redesigning the experience.
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During user interviews and testing, we could only connect with agents who were male and above the age of 45, leading to a limited set of insights.
01 — IDENTIFY
What is an MLS?
An MLS is a database that allows real estate agents
to access all property information including listings, photos, and public records.
MLSs can only be accessed by licensed agents and brokers and can cater to a county, a city, or a state.
Our clients used Bright MLS (second largest in the US).
Problems observed
A detailed heuristic analysis showed the following:
1. Cluttered and inflexible interface
Overwhelming information including ads creating high cognitive load
2. Limited control, missing CTAs
Unclear action for further steps, most sections look
similar to each other
3. Missing feedback/status
Current interface requires a high amount of recall for previously done tasks
Bright MLS's homescreen
02 — RESEARCH
Navigating an MLS
2.1. Competitive analysis
Other commonly used MLSs by agents are:
1. CR MLS
2. Matrix MLS
3. Stellar MLS
Insight:
All MLSs have cluttered interfaces and multiple complicated user journeys which intimidate the user.
They also do not offer any unique value proposition or differentiation.
Carousel of different MLS dashboards
2.2. User interviews
Clustering similar cards created a visual emphasis on crucial problem areas within an MLS and allowed us to prioritise them.
Research insights
01. Cluttered interface
Agents only use these features -
• Search for a property listing
• Create a property listing
• Accessing public records
and ignore everything else.
This provides an opportunity to simplify the MLS experience.
02. Unclear information
Searching for property details and creating new property listings are cumbersome experiences.
Since agents use these features daily, they should be streamlined and easily navigable.
03. Non-responsive design
Agents are always on the move and can only access the MLS on a desktop which can be limiting.
With a younger generation of agents forming the workforce, creating a mobile experience is imperative.
03 — DEFINE
Understanding the user
3.1. User Journey
Real estate agents use an MLS for 2 reasons:
A. To search for a property listing
B. To create a new property listing
A. To search for a property listing
Click to view the journey on
Bright MLS
B. To create a new property listing
Click to view the journey on
Bright MLS
3.2. Empathy Map
The above exercise helped to create a detailed empathy map outlining how a real estate agent experiences an MLS.
3.3. How Might We?
How might we build an easier interface for agents?
How might we make the MLS more dynamic?
How might we help simplify search for agents?
How might we declutter the interface?
How might we help agents find relevant information?
How might we build an on-the-go solution?
How might we make the MLS more personalised?
Problem statement
A real estate agent's problem is that the current MLS does not provide an easy way to search for accurate property information or create new listings, especially when they are on the move.
How can we create an interface that is simple, actionable, and intuitive?
04 — IDEATION
Making it simple
Key considerations
Since we were designing for a wider audience in different environments, we took the 'progressive enhancement' approach and designed for mobile phones first. This allowed us to:
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Simplify the interface by narrowing down on mandatory features
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Create a seamless journey for the selected features
4.1. Information Architecture
With decluttering of the interface as a priority, critical features were laid out and a simplified architecture was created.
4.2. User Flow
Using the user journey and information architecture as reference, we built out a detailed user flow that accounts for as many important journeys an agent could take on the MLS.
05 — DESIGN
A simplified experience
5.1. Functional and versatile home screen
By eliminating unused features, we created a clear and functional interface with modular components that could be customised to agents' needs.
5.2. Dynamic and intuitive search
Agents can easily search for properties by Quick Seach or Map Search and find matches tailored to client needs.
Enabling auto-email at this stage ensures clients get notified every time a similar property is listed in the future.
5.3. Creating accurate listings
Ensuring accurate information by introducing a digital notepad (scratchpad + voice notes + media) on the phone when creating a listing. Only drafts can be created on phones as agents require a big screen to update and verify information before publishing it.
5.4. Enabling auto-email
Through auto-email, clients receive a list of relevant properties daily. "Liking" a desirable property notifies the agent who can then schedule a property tour.
06 — TESTING
What the agents have to say
A quick test of the prototype with 2 agents confirmed:
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The interface was easier to use - on both desktop and mobile
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Intuitive bottom navigation made finding each feature simple
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Creating notes on the digital notepad will ensure accuracy when listing properties
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A log of "liked" properties by clients on the MLS will help with easy tracking
Reflections
Learnings:
Designing an experience that can be easily adopted by the newer, tech-savvy generation while accommodating the older generation (used to pen and paper).
However, a lack of diversity in the interview and testing stages of the process may have led to a slightly less accessible design.
Sustainability:
Eliminating 90% of unused features as resulted in a low-carbon experience which can be further optimised.
Next steps:
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Creating a design system.
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Testing future iterations with a more diverse audience of different genders and age ranges to increase accessibility.
