Challenge: As brokers started using Buildout’s CRM, there was a desire to keep certain things private but have the flexibility to share information while working on a listing. Privacy is very important in commercial real estate and how privacy is handled can make or break user adoption. 

User Type: B2C

Platform: Responsive web

Role: PM, Research, UX, UI

Research

For this project I conducted discovery calls, then journey maps based on the different user types. I also hosted a design workshop where a group of designers and developers took part in “Crazy 8’s” and “How might we” exercises. 

Lastly, I created a prototype and ran user testing sessions. Below you can see an example of notes from a testing session.

Execution

The first execution tested was visibility permissions within the CRM part of the app. This did not perform well and proved to be too tedious and advanced for most users’ needs. After more user interviews and testing, I created the concept of “Projects”; a place where brokers can curate information and deliberate with anyone added to the project as a collaborator. Within the project space, users can assign tasks, collect leads, track commissions, and more. All of this information feeds back to the user’s private CRM, without the concern of anyone being able to see anything they shouldn’t.