Case Study

Housing.com Chat : UX Casestudy

"In the digital age of real estate, curiosity should flow freely. At Housing.com, where millions of property seekers browse daily, we wondered: How do we make asking questions about a property as easy as chatting with a friend?”

What Did We Solve?

When we looked closely at how people interact with property listings, two critical challenges emerged:

For Property Seekers:

The moment of hesitation before clicking 'Contact' – not because of doubts about the property, but because of the weight that comes with traditional inquiry methods. People want to ask quick questions, get a feel for the place, and explore their options without feeling pressured into immediate decisions.

For Property Owners:

A constant juggle of conversations across multiple channels, trying to give each inquiry the attention it deserves while managing their time efficiently. Every missed message could be a missed opportunity.

My Approach:

    • Mapped out how casual property inquiries naturally evolve

    • Studied when and why people drop off from making initial contact

    • Identified key moments where conversations needed to feel more natural

    • Created a messaging interface that feels as familiar as social media

    • Built tools for property owners to manage multiple conversations efficiently

    • Developed features that encourage natural dialogue without pressure

    • Conducted user sessions with both property seekers and owners

    • Iterated on feedback to find the perfect balance of casual and professional

    • Measured impact on inquiry rates and conversation completion

Want to Know More?

The full case study reveals:

  • Impact metrics and success stories

  • Complete user flow diagrams

  • Future possibilities and learnings

Copyrights with Housing.com, where I served as a Sr. Product Designer. The complete case study showcases my approach to complex design challenges and my ability to balance technical requirements with human needs.