Making home-moving effortless for agents and homeowners
40%
Call Handling Time
85%
First Call Resolution
Prologue
MoveEasy (currently LiveEasy) s the US’s first full-service home management concierge platform designed to help the 190 million+ homeowners and renters in the US with all their moving and home management needs.
We designed a platform to streamline home moving, services, and logistics for homeowners and empower concierge agents to handle the entire process efficiently.
The project was a web app that helps the concierge team manage a client’s house moving process end-to-end, including amenities, documents, call recordings, legalities, etc.
☹️ Problem Space
The concierge agents have to take notes & maintain history of all real estate agent callers, home owners etc. to followup and get nudged while every call occurs. Currently agents have to switch between multiple spreadsheets and tools.
The existing system was chaotic and inefficient. A move from one home to another include all of these:
How can agents access everything they need during a call, and book services quickly without switching between multiple tools?
🔎 Research & Execution
Here I collaborated with a dedicated research team in the US. We shadowed concierge agents during live calls & workflows,
Collected qualitative feedback from agents on usability, confusion, and bottlenecks,
Audited existing UX flows, data entry screens, and customer dashboards.
3 goals of the project:
Facilitate easier communication, Automate every step, Bring third-party services in one roof.
✅ The Solution
After analysing behavioural data, frustration patterns, and usability gaps, we made noting, viewing & automating easier.
1️⃣ Feature 1 - Script led conversation & booking
Screen displays a script that agents could follow to converse with customer, as well as get tasks/bookings/noting down details/preferences done, all inside the script to minimize distraction or flow cuts.
2️⃣ Dynamic Sidebar
Sidebars with dynamic actions & info for easy access on calls
3️⃣
Concierge Calendar
4️⃣
Activity Log
Design Language Guide
Maintained an extensive component library in the Atomic Design Format
🧪 Did we solve the problem?
40%
Average Handling Time
(AHT)
for agent calls has come down to 12 mins from 20 mins, which aligns with our efficiency benchmarks.
85%
First Call
Resolution (FCR)
improved to 85% in one month, meaning 85% of customer issues were resolved during the first interaction without the need for follow-ups.
1500%
Agent Enrollment
Agent enrollments shot up to 250/month from 10-15/month after the release
💰 With double work done in half the time by the agents with the improved platform, more homeowners were onboarded & the business grew 2x
