01 / 05 · Zillow Rentals · web and mobile
Tour scheduling and co-application, with clearer choices and visible progress.
In my project account, usability testing found 35% abandonment at time selection. Applying with roommates also made it harder to tell who had finished their part and what still needed attention.
Make choosing a tour time easier, then give co-applicants a clear view of progress while keeping each person's application, fee and screening private.
My reported first A/B test showed a 28% reduction in scheduling abandonment. Status visibility was refined after two moderated test rounds with six participants per round.
Decision 01
The ranked picker puts three landlord-preferred times first. Renters can browse other availability, check their selection and review the booking details.
KeptEvery other time stays one step away through “See other available times”.
Decision 02
Invitations and status make the shared task easier to follow. Each applicant uses their own account, completes their own application and pays their own fee.
SharedWho has finished. PrivateEach person's credit and background report.
Decision 03
A request-only listing waits for the property manager's confirmation instead of looking booked. An unavailable time leads back to usable choices; an invalid invitation email gets a clear correction.
Two moderated test rounds with six participants per round refined status visibility. My reported first A/B test followed.
Each applicant's application, fee and screening report had to stay private while household progress was shared.
Screens and flows from the case study. User data recreated for illustrative purposes only.
Invite a co-applicant, then follow shared progress; each person's reports stay private.
The complete flow, components and responsive handoff behind the decisions.