Contributed Articles

Scaling Experience Measurement: Capturing and Quantifying User Experiences across the Real Estate Journey

REBECCA J HAZEN Zillow Group GENNY MANGUM Zillow Group TOM SOUHLAS Zillow Group Zillow is undergoing a major evolution, transitioning from serving as the world's largest digital marketplace for real estate advertising into an end-to-end platform to support customers across the phases of buying, selling, and renting homes. As Zillow expands into more transactional spaces, the company has recognized the need to develop a clear and actionable understanding of users and their experiences as they interact with our products and services. To address this need, we set out to establish an Experience Measurement program to provide organization-wide visibility into how well our Zillow experiences meet users’ needs and expectations as they progress through their real estate journey. This program will enable teams to gain insights at the intersection of attitudinal and behavioral experience data and lead us to our end goal of empowering informed decision-making across all levels of the experience and organization. In this paper, we...