Finding and securing quality tenants is a landlord’s number one problem. This problem is multifaceted and spans from a landlord’s journey of getting renters interested in their property, to prescreening and coordinating showing with them and onto the riskiest part - tenant selection. We saw a huge opportunity in this area that could enable us to attract more landlords to our platform and get their listings for renters who search for a new home on Zillow, Trulia, and HotPads.

Finding and securing quality tenants is a landlord’s number one problem. This problem is multifaceted and spans from a landlord’s journey of getting renters interested in their property, to prescreening and coordinating showing with them and onto the riskiest part - tenant selection. We saw a huge opportunity in this area that could enable us to attract more landlords to our platform and get their listings for renters who search for a new home on Zillow, Trulia, and HotPads.

Finding and securing quality tenants is a landlord’s number one problem. This problem is multifaceted and spans from a landlord’s journey of getting renters interested in their property, to prescreening and coordinating showing with them and onto the riskiest part - tenant selection. We saw a huge opportunity in this area that could enable us to attract more landlords to our platform and get their listings for renters who search for a new home on Zillow, Trulia, and HotPads.

Finding and securing quality tenants is a landlord’s number one problem. This problem is multifaceted and spans from a landlord’s journey of getting renters interested in their property, to prescreening and coordinating showing with them and onto the riskiest part - tenant selection. We saw a huge opportunity in this area that could enable us to attract more landlords to our platform and get their listings for renters who search for a new home on Zillow, Trulia, and HotPads.

Project type

Project type

Project type

Project type

Designing a new product

Designing a new product

Designing a new product

Designing a new product

Year

Year

Year

Year

2017

2017

2017

2017

My role

My role

My role

My role

I was the lead product designer and designed the product from initial ideas to final deliverables. There was a junior designer who designed a smaller subset of the product with my supervision.

I was the lead product designer and designed the product from initial ideas to final deliverables. There was a junior designer who designed a smaller subset of the product with my supervision.

I was the lead product designer and designed the product from initial ideas to final deliverables. There was a junior designer who designed a smaller subset of the product with my supervision.

I was the lead product designer and designed the product from initial ideas to final deliverables. There was a junior designer who designed a smaller subset of the product with my supervision.

The team

The team

The team

The team

I collaborated closely with two product managers, a user researcher, and the junior designer mentioned before. Our stakeholders were designers and product leaders from other Zillow Group brands.

I collaborated closely with two product managers, a user researcher, and the junior designer mentioned before. Our stakeholders were designers and product leaders from other Zillow Group brands.

I collaborated closely with two product managers, a user researcher, and the junior designer mentioned before. Our stakeholders were designers and product leaders from other Zillow Group brands.

I collaborated closely with two product managers, a user researcher, and the junior designer mentioned before. Our stakeholders were designers and product leaders from other Zillow Group brands.

User problems

User problems

User problems

User problems

The foundational research and concept testing we did for the Landlord Product Concept enabled me to define the problem hypotheses for this project from the get-go. Tenant selection is the most critical step in our landlord persona (Irene the Investor’s) journey. Her goal is to find a tenant who can afford the rent, will pay it reliably, and also take good care of the rental property. To select such a tenant, Irene collects rental applications from interested renters so that she can screen them and select one. She will obtain a credit report and a background check for each adult applicant. She will also contact the applicants’ past landlords to verify that they had a good experience renting to them and further obtain financial documents to verify income.

The foundational research and concept testing we did for the Landlord Product Concept enabled me to define the problem hypotheses for this project from the get-go. Tenant selection is the most critical step in our landlord persona (Irene the Investor’s) journey. Her goal is to find a tenant who can afford the rent, will pay it reliably, and also take good care of the rental property. To select such a tenant, Irene collects rental applications from interested renters so that she can screen them and select one. She will obtain a credit report and a background check for each adult applicant. She will also contact the applicants’ past landlords to verify that they had a good experience renting to them and further obtain financial documents to verify income.

The foundational research and concept testing we did for the Landlord Product Concept enabled me to define the problem hypotheses for this project from the get-go. Tenant selection is the most critical step in our landlord persona (Irene the Investor’s) journey. Her goal is to find a tenant who can afford the rent, will pay it reliably, and also take good care of the rental property. To select such a tenant, Irene collects rental applications from interested renters so that she can screen them and select one. She will obtain a credit report and a background check for each adult applicant. She will also contact the applicants’ past landlords to verify that they had a good experience renting to them and further obtain financial documents to verify income.

The foundational research and concept testing we did for the Landlord Product Concept enabled me to define the problem hypotheses for this project from the get-go. Tenant selection is the most critical step in our landlord persona (Irene the Investor’s) journey. Her goal is to find a tenant who can afford the rent, will pay it reliably, and also take good care of the rental property. To select such a tenant, Irene collects rental applications from interested renters so that she can screen them and select one. She will obtain a credit report and a background check for each adult applicant. She will also contact the applicants’ past landlords to verify that they had a good experience renting to them and further obtain financial documents to verify income.

The long wait

The long wait

The long wait

The long wait

Some landlords are tech savvy enough to use an online tenant screening platform to process applications. However, many are not and still use a paper application in combination with online screening tools. Most tenant screening platforms take several days to process an application and retrieve the needed information for the landlord. This is inconvenient and nerve-wracking for both landlords and renters who are eager to achieve their respective goals of finding a new tenant and finding a new home.

Some landlords are tech savvy enough to use an online tenant screening platform to process applications. However, many are not and still use a paper application in combination with online screening tools. Most tenant screening platforms take several days to process an application and retrieve the needed information for the landlord. This is inconvenient and nerve-wracking for both landlords and renters who are eager to achieve their respective goals of finding a new tenant and finding a new home.

Some landlords are tech savvy enough to use an online tenant screening platform to process applications. However, many are not and still use a paper application in combination with online screening tools. Most tenant screening platforms take several days to process an application and retrieve the needed information for the landlord. This is inconvenient and nerve-wracking for both landlords and renters who are eager to achieve their respective goals of finding a new tenant and finding a new home.

Some landlords are tech savvy enough to use an online tenant screening platform to process applications. However, many are not and still use a paper application in combination with online screening tools. Most tenant screening platforms take several days to process an application and retrieve the needed information for the landlord. This is inconvenient and nerve-wracking for both landlords and renters who are eager to achieve their respective goals of finding a new tenant and finding a new home.

Tool proliferation

Tool proliferation

Tool proliferation

Tool proliferation

The stand-alone tenant screening platforms that Irene can find online require her to adopt yet another tool for managing her rental property. One tech savvy, remotely operating landlord we interviewed told us that she is using six different tools to do everything she needs to do. In comparison, hosts on Airbnb only need to use the Airbnb platform to do everything they need to do.

The stand-alone tenant screening platforms that Irene can find online require her to adopt yet another tool for managing her rental property. One tech savvy, remotely operating landlord we interviewed told us that she is using six different tools to do everything she needs to do. In comparison, hosts on Airbnb only need to use the Airbnb platform to do everything they need to do.

The stand-alone tenant screening platforms that Irene can find online require her to adopt yet another tool for managing her rental property. One tech savvy, remotely operating landlord we interviewed told us that she is using six different tools to do everything she needs to do. In comparison, hosts on Airbnb only need to use the Airbnb platform to do everything they need to do.

The stand-alone tenant screening platforms that Irene can find online require her to adopt yet another tool for managing her rental property. One tech savvy, remotely operating landlord we interviewed told us that she is using six different tools to do everything she needs to do. In comparison, hosts on Airbnb only need to use the Airbnb platform to do everything they need to do.

Am I doing it right?

Am I doing it right?

Am I doing it right?

Am I doing it right?

It is hard for landlords to know if they are using tenant screening best practices since the landscape of tenant screening tools is so fragmented. Landlord associations give members access to one tool. Credit reporting agencies also offer tenant screening tools, and then there are the many independent and less known tenant screening platforms. Landlords ask: which one should I trust to help me make my most critical decision?

It is hard for landlords to know if they are using tenant screening best practices since the landscape of tenant screening tools is so fragmented. Landlord associations give members access to one tool. Credit reporting agencies also offer tenant screening tools, and then there are the many independent and less known tenant screening platforms. Landlords ask: which one should I trust to help me make my most critical decision?

It is hard for landlords to know if they are using tenant screening best practices since the landscape of tenant screening tools is so fragmented. Landlord associations give members access to one tool. Credit reporting agencies also offer tenant screening tools, and then there are the many independent and less known tenant screening platforms. Landlords ask: which one should I trust to help me make my most critical decision?

It is hard for landlords to know if they are using tenant screening best practices since the landscape of tenant screening tools is so fragmented. Landlord associations give members access to one tool. Credit reporting agencies also offer tenant screening tools, and then there are the many independent and less known tenant screening platforms. Landlords ask: which one should I trust to help me make my most critical decision?

Crafting the solution

Crafting the solution

Crafting the solution

Crafting the solution

The most desirable feature in the value proposition from of the Landlord Product Concept was "Select the right tenant using instantly available credit and background qualifications.” This idea became our starting point.  Our vision was to enable renters to create a digital and reusable rental application that includes their personal credit report and background check and allow them to instantly share it with landlords through the site they use to search for rental homes. 

The most desirable feature in the value proposition from of the Landlord Product Concept was "Select the right tenant using instantly available credit and background qualifications.” This idea became our starting point.  Our vision was to enable renters to create a digital and reusable rental application that includes their personal credit report and background check and allow them to instantly share it with landlords through the site they use to search for rental homes. 

The most desirable feature in the value proposition from of the Landlord Product Concept was "Select the right tenant using instantly available credit and background qualifications.” This idea became our starting point.  Our vision was to enable renters to create a digital and reusable rental application that includes their personal credit report and background check and allow them to instantly share it with landlords through the site they use to search for rental homes. 

The most desirable feature in the value proposition from of the Landlord Product Concept was "Select the right tenant using instantly available credit and background qualifications.” This idea became our starting point.  Our vision was to enable renters to create a digital and reusable rental application that includes their personal credit report and background check and allow them to instantly share it with landlords through the site they use to search for rental homes. 

Landlord value proposition

Landlord value proposition

Landlord value proposition

Landlord value proposition

01

01

01

01

They will instantly obtain the critical and necessary information they need about prospective tenants. 

They will instantly obtain the critical and necessary information they need about prospective tenants. 

They will instantly obtain the critical and necessary information they need about prospective tenants. 

They will instantly obtain the critical and necessary information they need about prospective tenants. 

02

02

02

02

They will have confidence they are using best practices for applications and tenant screening in a fragmented market. 

They will have confidence they are using best practices for applications and tenant screening in a fragmented market. 

They will have confidence they are using best practices for applications and tenant screening in a fragmented market. 

They will have confidence they are using best practices for applications and tenant screening in a fragmented market. 

03

03

03

03

They have one less platform to learn and use in their effort to find and select great tenants. 

They have one less platform to learn and use in their effort to find and select great tenants. 

They have one less platform to learn and use in their effort to find and select great tenants. 

They have one less platform to learn and use in their effort to find and select great tenants. 

Renter value proposition

Renter value proposition

Renter value proposition

Renter value proposition

01

01

01

01

They will learn of the outcome much faster than before since they no longer have to wait for the landlord's external tenant screening solution to finish processing their application.

They will learn of the outcome much faster than before since they no longer have to wait for the landlord's external tenant screening solution to finish processing their application.

They will learn of the outcome much faster than before since they no longer have to wait for the landlord's external tenant screening solution to finish processing their application.

They will learn of the outcome much faster than before since they no longer have to wait for the landlord's external tenant screening solution to finish processing their application.

02

02

02

02

They only have to create and pay for an application once. It can be used any number of times within 30 days. On average, each renter submits 2.5 applications per lease.

They only have to create and pay for an application once. It can be used any number of times within 30 days. On average, each renter submits 2.5 applications per lease.

They only have to create and pay for an application once. It can be used any number of times within 30 days. On average, each renter submits 2.5 applications per lease.

They only have to create and pay for an application once. It can be used any number of times within 30 days. On average, each renter submits 2.5 applications per lease.

03

03

03

03

They will know when landlords open their application as well as when their co-applicants submit applications. This is a total black box for them today.

They will know when landlords open their application as well as when their co-applicants submit applications. This is a total black box for them today.

They will know when landlords open their application as well as when their co-applicants submit applications. This is a total black box for them today.

They will know when landlords open their application as well as when their co-applicants submit applications. This is a total black box for them today.

Fake door testing

Fake door testing

Fake door testing

Fake door testing

Before we designed and built a whole new product, we wanted to make sure the intent that landlords stated in our concept testing would match their behavior. To this end, we performed a fake door test to measure if landlords would actually try to use the product if it appeared as available to them. This popup was shown in the listing activation flow on the Zillow Rental Manager platform followed by a survey to gain further insights.

Before we designed and built a whole new product, we wanted to make sure the intent that landlords stated in our concept testing would match their behavior. To this end, we performed a fake door test to measure if landlords would actually try to use the product if it appeared as available to them. This popup was shown in the listing activation flow on the Zillow Rental Manager platform followed by a survey to gain further insights.

Before we designed and built a whole new product, we wanted to make sure the intent that landlords stated in our concept testing would match their behavior. To this end, we performed a fake door test to measure if landlords would actually try to use the product if it appeared as available to them. This popup was shown in the listing activation flow on the Zillow Rental Manager platform followed by a survey to gain further insights.

Before we designed and built a whole new product, we wanted to make sure the intent that landlords stated in our concept testing would match their behavior. To this end, we performed a fake door test to measure if landlords would actually try to use the product if it appeared as available to them. This popup was shown in the listing activation flow on the Zillow Rental Manager platform followed by a survey to gain further insights.

25% of users chose "Enable Verified Rental Applications” on their listing. The previous best converting popup in the history of the Zillow got 9% conversion. Users who explicitly selected “No thanks” where primarily professional property managers and not the target landlord audience. The four aspects of tenant screening faired equally among the users who converted and we chose to proceed with "Select the right tenant using instantly available credit and background qualifications” as our MVP.

25% of users chose "Enable Verified Rental Applications” on their listing. The previous best converting popup in the history of the Zillow got 9% conversion. Users who explicitly selected “No thanks” where primarily professional property managers and not the target landlord audience. The four aspects of tenant screening faired equally among the users who converted and we chose to proceed with "Select the right tenant using instantly available credit and background qualifications” as our MVP.

25% of users chose "Enable Verified Rental Applications” on their listing. The previous best converting popup in the history of the Zillow got 9% conversion. Users who explicitly selected “No thanks” where primarily professional property managers and not the target landlord audience. The four aspects of tenant screening faired equally among the users who converted and we chose to proceed with "Select the right tenant using instantly available credit and background qualifications” as our MVP.

25% of users chose "Enable Verified Rental Applications” on their listing. The previous best converting popup in the history of the Zillow got 9% conversion. Users who explicitly selected “No thanks” where primarily professional property managers and not the target landlord audience. The four aspects of tenant screening faired equally among the users who converted and we chose to proceed with "Select the right tenant using instantly available credit and background qualifications” as our MVP.

User flow diagramming

User flow diagramming

User flow diagramming

User flow diagramming

Next, I held a collaborative working session with the product team where we identified the user scenarios for both renters and landlords and sketched out the corresponding flows on a whiteboard. I then documented them and shared them with the team to ensure we were aligned before I moved onto wireframing.

Next, I held a collaborative working session with the product team where we identified the user scenarios for both renters and landlords and sketched out the corresponding flows on a whiteboard. I then documented them and shared them with the team to ensure we were aligned before I moved onto wireframing.

Next, I held a collaborative working session with the product team where we identified the user scenarios for both renters and landlords and sketched out the corresponding flows on a whiteboard. I then documented them and shared them with the team to ensure we were aligned before I moved onto wireframing.

Next, I held a collaborative working session with the product team where we identified the user scenarios for both renters and landlords and sketched out the corresponding flows on a whiteboard. I then documented them and shared them with the team to ensure we were aligned before I moved onto wireframing.

A user flow for the scenario of landlords receiving an application.

A user flow for the scenario of landlords receiving an application.

A user flow for the scenario of landlords receiving an application.

A user flow for the scenario of landlords receiving an application.

Wireframing

Wireframing

Wireframing

Wireframing

With the team aligned around the user flows, I began wireframing and prototyping the experience for renters and landlords. I started with the core scenarios for each user. For renters, this is creating and submitting applications and for landlords, it is receiving and viewing applications.

With the team aligned around the user flows, I began wireframing and prototyping the experience for renters and landlords. I started with the core scenarios for each user. For renters, this is creating and submitting applications and for landlords, it is receiving and viewing applications.

With the team aligned around the user flows, I began wireframing and prototyping the experience for renters and landlords. I started with the core scenarios for each user. For renters, this is creating and submitting applications and for landlords, it is receiving and viewing applications.

With the team aligned around the user flows, I began wireframing and prototyping the experience for renters and landlords. I started with the core scenarios for each user. For renters, this is creating and submitting applications and for landlords, it is receiving and viewing applications.

Usability testing

Usability testing

Usability testing

Usability testing

I partnered with the user researcher to validate that the user flow, information architecture, and interaction design were aligned with the needs and expectations of renters and landlords. He used my low-fidelity prototypes to run a series of user tests with participants from each group.

I partnered with the user researcher to validate that the user flow, information architecture, and interaction design were aligned with the needs and expectations of renters and landlords. He used my low-fidelity prototypes to run a series of user tests with participants from each group.

I partnered with the user researcher to validate that the user flow, information architecture, and interaction design were aligned with the needs and expectations of renters and landlords. He used my low-fidelity prototypes to run a series of user tests with participants from each group.

I partnered with the user researcher to validate that the user flow, information architecture, and interaction design were aligned with the needs and expectations of renters and landlords. He used my low-fidelity prototypes to run a series of user tests with participants from each group.

Testing with renters

Testing with renters

Testing with renters

Testing with renters

Renters found the wireframe prototype straightforward to use. There were no usability issues in the user flow and interaction design. There was copy throughout that could be clearer. Additionally, it wasn’t apparent to most participants that the application was reusable even though this is one of the key value propositions for them. As a result, I worked on updating the copy and emphasizing the reusability of the product.

Renters found the wireframe prototype straightforward to use. There were no usability issues in the user flow and interaction design. There was copy throughout that could be clearer. Additionally, it wasn’t apparent to most participants that the application was reusable even though this is one of the key value propositions for them. As a result, I worked on updating the copy and emphasizing the reusability of the product.

Renters found the wireframe prototype straightforward to use. There were no usability issues in the user flow and interaction design. There was copy throughout that could be clearer. Additionally, it wasn’t apparent to most participants that the application was reusable even though this is one of the key value propositions for them. As a result, I worked on updating the copy and emphasizing the reusability of the product.

Renters found the wireframe prototype straightforward to use. There were no usability issues in the user flow and interaction design. There was copy throughout that could be clearer. Additionally, it wasn’t apparent to most participants that the application was reusable even though this is one of the key value propositions for them. As a result, I worked on updating the copy and emphasizing the reusability of the product.

Testing with landlords

Testing with landlords

Testing with landlords

Testing with landlords

We found the overall information architecture and interaction design worked well for landlords even when there are multiple applicants applying together at different times. The landlord participants also continued to express excitement about the product and further supported the value proposition. They had questions about which information on an application is verified vs. self-reported, as the latter can require follow-up by the landlord. I emphasized that the credit report, background check, and renter identity are verified information while the residence history and income are self-reported. 

We found the overall information architecture and interaction design worked well for landlords even when there are multiple applicants applying together at different times. The landlord participants also continued to express excitement about the product and further supported the value proposition. They had questions about which information on an application is verified vs. self-reported, as the latter can require follow-up by the landlord. I emphasized that the credit report, background check, and renter identity are verified information while the residence history and income are self-reported. 

We found the overall information architecture and interaction design worked well for landlords even when there are multiple applicants applying together at different times. The landlord participants also continued to express excitement about the product and further supported the value proposition. They had questions about which information on an application is verified vs. self-reported, as the latter can require follow-up by the landlord. I emphasized that the credit report, background check, and renter identity are verified information while the residence history and income are self-reported. 

We found the overall information architecture and interaction design worked well for landlords even when there are multiple applicants applying together at different times. The landlord participants also continued to express excitement about the product and further supported the value proposition. They had questions about which information on an application is verified vs. self-reported, as the latter can require follow-up by the landlord. I emphasized that the credit report, background check, and renter identity are verified information while the residence history and income are self-reported. 

High fidelity designs

High fidelity designs

High fidelity designs

High fidelity designs

I moved into higher fidelity following the testing of my wireframe prototypes. I had focused on mobile up until this point, so I next focused on visual design on this platform as well as scaling my designs to desktop and tablet.

I moved into higher fidelity following the testing of my wireframe prototypes. I had focused on mobile up until this point, so I next focused on visual design on this platform as well as scaling my designs to desktop and tablet.

I moved into higher fidelity following the testing of my wireframe prototypes. I had focused on mobile up until this point, so I next focused on visual design on this platform as well as scaling my designs to desktop and tablet.

I moved into higher fidelity following the testing of my wireframe prototypes. I had focused on mobile up until this point, so I next focused on visual design on this platform as well as scaling my designs to desktop and tablet.

Enabling applications

Enabling applications

Enabling applications

Enabling applications

Landlords can enable applications in Zillow Rental Manager when they create and activate the listing for their property on Zillow, Trulia and HotPads. The property details page also has an applications tab that explains the value proposition when the landlord has not yet enabled applications. Both locations have a learn more link to the landing page for applications if the landlord needs more information before enabling applications on their listing.

Landlords can enable applications in Zillow Rental Manager when they create and activate the listing for their property on Zillow, Trulia and HotPads. The property details page also has an applications tab that explains the value proposition when the landlord has not yet enabled applications. Both locations have a learn more link to the landing page for applications if the landlord needs more information before enabling applications on their listing.

Landlords can enable applications in Zillow Rental Manager when they create and activate the listing for their property on Zillow, Trulia and HotPads. The property details page also has an applications tab that explains the value proposition when the landlord has not yet enabled applications. Both locations have a learn more link to the landing page for applications if the landlord needs more information before enabling applications on their listing.

Landlords can enable applications in Zillow Rental Manager when they create and activate the listing for their property on Zillow, Trulia and HotPads. The property details page also has an applications tab that explains the value proposition when the landlord has not yet enabled applications. Both locations have a learn more link to the landing page for applications if the landlord needs more information before enabling applications on their listing.

Entry points for applying

Entry points for applying

Entry points for applying

Entry points for applying

When landlords invite renters to apply for their property, the Zillow Group site sends a notification that renters can use to start applying. Renters can also apply for a property directly from its listing on Zillow, Trulia, and HotPads if the landlord enabled applications on the listing. Properties that do not have applications enabled get a Request to Apply button instead, which notifies the landlord that the renter is ready to apply for their property. They can then respond with an invite to apply. No landlord is forced to enable applications as some prefer to have more control over who gets to apply and who doesn't.

When landlords invite renters to apply for their property, the Zillow Group site sends a notification that renters can use to start applying. Renters can also apply for a property directly from its listing on Zillow, Trulia, and HotPads if the landlord enabled applications on the listing. Properties that do not have applications enabled get a Request to Apply button instead, which notifies the landlord that the renter is ready to apply for their property. They can then respond with an invite to apply. No landlord is forced to enable applications as some prefer to have more control over who gets to apply and who doesn't.

When landlords invite renters to apply for their property, the Zillow Group site sends a notification that renters can use to start applying. Renters can also apply for a property directly from its listing on Zillow, Trulia, and HotPads if the landlord enabled applications on the listing. Properties that do not have applications enabled get a Request to Apply button instead, which notifies the landlord that the renter is ready to apply for their property. They can then respond with an invite to apply. No landlord is forced to enable applications as some prefer to have more control over who gets to apply and who doesn't.

When landlords invite renters to apply for their property, the Zillow Group site sends a notification that renters can use to start applying. Renters can also apply for a property directly from its listing on Zillow, Trulia, and HotPads if the landlord enabled applications on the listing. Properties that do not have applications enabled get a Request to Apply button instead, which notifies the landlord that the renter is ready to apply for their property. They can then respond with an invite to apply. No landlord is forced to enable applications as some prefer to have more control over who gets to apply and who doesn't.

Overview screen

Overview screen

Overview screen

Overview screen

Renters start at an overview screen when they begin creating their a rental application. This screen serves as the foundation for the creation experience. It gives renters insights into the information they need to provide and the status of completing the individual sections. From here, they can also contact the landlord if they have any questions.

Renters start at an overview screen when they begin creating their a rental application. This screen serves as the foundation for the creation experience. It gives renters insights into the information they need to provide and the status of completing the individual sections. From here, they can also contact the landlord if they have any questions.

Renters start at an overview screen when they begin creating their a rental application. This screen serves as the foundation for the creation experience. It gives renters insights into the information they need to provide and the status of completing the individual sections. From here, they can also contact the landlord if they have any questions.

Renters start at an overview screen when they begin creating their a rental application. This screen serves as the foundation for the creation experience. It gives renters insights into the information they need to provide and the status of completing the individual sections. From here, they can also contact the landlord if they have any questions.

Creating my application

Creating my application

Creating my application

Creating my application

Each section of the rental application opens up a modal window that guides the renter through the process of filling out that particular section one question at a time in a wizard approach. This allows the user to stay in context of the overview while incorporating user experience best practices for completing forms.

Each section of the rental application opens up a modal window that guides the renter through the process of filling out that particular section one question at a time in a wizard approach. This allows the user to stay in context of the overview while incorporating user experience best practices for completing forms.

Each section of the rental application opens up a modal window that guides the renter through the process of filling out that particular section one question at a time in a wizard approach. This allows the user to stay in context of the overview while incorporating user experience best practices for completing forms.

Each section of the rental application opens up a modal window that guides the renter through the process of filling out that particular section one question at a time in a wizard approach. This allows the user to stay in context of the overview while incorporating user experience best practices for completing forms.

Renter experience

Renter experience

Renter experience

Renter experience

Section intro screens

Section intro screens

Section intro screens

Section intro screens

Each section of the application starts with an outline of the information the renter is about to provide and an explanation of how the landlord will use it. Much of the information is sensitive, so it is important to make the renter understand that it is needed for a good reason. The outline allows them to identify whether or not they have the information needed to complete the section. 

Each section of the application starts with an outline of the information the renter is about to provide and an explanation of how the landlord will use it. Much of the information is sensitive, so it is important to make the renter understand that it is needed for a good reason. The outline allows them to identify whether or not they have the information needed to complete the section. 

Each section of the application starts with an outline of the information the renter is about to provide and an explanation of how the landlord will use it. Much of the information is sensitive, so it is important to make the renter understand that it is needed for a good reason. The outline allows them to identify whether or not they have the information needed to complete the section. 

Each section of the application starts with an outline of the information the renter is about to provide and an explanation of how the landlord will use it. Much of the information is sensitive, so it is important to make the renter understand that it is needed for a good reason. The outline allows them to identify whether or not they have the information needed to complete the section. 

Receiving applications from renters

Receiving applications from renters

Receiving applications from renters

Receiving applications from renters

Landlords are notified immediately via email when a renter submits an application. Applications are grouped by the renters applying together and these co-applicants are shown both in the email notification and in the list of received applications inside Zillow Rental Manager. Landlords can also invite renters to apply from the applications tab in Zillow Rental Manager.

Landlords are notified immediately via email when a renter submits an application. Applications are grouped by the renters applying together and these co-applicants are shown both in the email notification and in the list of received applications inside Zillow Rental Manager. Landlords can also invite renters to apply from the applications tab in Zillow Rental Manager.

Landlords are notified immediately via email when a renter submits an application. Applications are grouped by the renters applying together and these co-applicants are shown both in the email notification and in the list of received applications inside Zillow Rental Manager. Landlords can also invite renters to apply from the applications tab in Zillow Rental Manager.

Landlords are notified immediately via email when a renter submits an application. Applications are grouped by the renters applying together and these co-applicants are shown both in the email notification and in the list of received applications inside Zillow Rental Manager. Landlords can also invite renters to apply from the applications tab in Zillow Rental Manager.

Aiding tenant selection

Aiding tenant selection

Aiding tenant selection

Aiding tenant selection

Applications from co-applicants are grouped together and summarized at a household level. This supports the way landlords make decisions about who they offer their property to. The key qualifications they use are shown in the summary section at the top. Below that, each co-applicant is listed with entry-points into their individual application, credit report, and background check.

Applications from co-applicants are grouped together and summarized at a household level. This supports the way landlords make decisions about who they offer their property to. The key qualifications they use are shown in the summary section at the top. Below that, each co-applicant is listed with entry-points into their individual application, credit report, and background check.

Applications from co-applicants are grouped together and summarized at a household level. This supports the way landlords make decisions about who they offer their property to. The key qualifications they use are shown in the summary section at the top. Below that, each co-applicant is listed with entry-points into their individual application, credit report, and background check.

Applications from co-applicants are grouped together and summarized at a household level. This supports the way landlords make decisions about who they offer their property to. The key qualifications they use are shown in the summary section at the top. Below that, each co-applicant is listed with entry-points into their individual application, credit report, and background check.

Application details

Application details

Application details

Application details

Each applicant provides information about their income, employment, and residence history in addition to their household info. The application details shows this information and summarizes key stats for the landlord. For example, the Income History section summarizes how much the applicant makes each month from their various sources of income and also how long they have stayed in the jobs they have held.

Each applicant provides information about their income, employment, and residence history in addition to their household info. The application details shows this information and summarizes key stats for the landlord. For example, the Income History section summarizes how much the applicant makes each month from their various sources of income and also how long they have stayed in the jobs they have held.

Each applicant provides information about their income, employment, and residence history in addition to their household info. The application details shows this information and summarizes key stats for the landlord. For example, the Income History section summarizes how much the applicant makes each month from their various sources of income and also how long they have stayed in the jobs they have held.

Each applicant provides information about their income, employment, and residence history in addition to their household info. The application details shows this information and summarizes key stats for the landlord. For example, the Income History section summarizes how much the applicant makes each month from their various sources of income and also how long they have stayed in the jobs they have held.

A credit report designed for landlords

A credit report designed for landlords

A credit report designed for landlords

A credit report designed for landlords

None of the many existing credit report formats are particularly well-suited for answering the questions that landlords have. Our credit report is organized specifically for them. The main questions for them are if the applicant is someone who pays their bills on time and has healthy personal finances. This report answers these questions succinctly and also provides the details for landlords who want a deeper dive.

None of the many existing credit report formats are particularly well-suited for answering the questions that landlords have. Our credit report is organized specifically for them. The main questions for them are if the applicant is someone who pays their bills on time and has healthy personal finances. This report answers these questions succinctly and also provides the details for landlords who want a deeper dive.

None of the many existing credit report formats are particularly well-suited for answering the questions that landlords have. Our credit report is organized specifically for them. The main questions for them are if the applicant is someone who pays their bills on time and has healthy personal finances. This report answers these questions succinctly and also provides the details for landlords who want a deeper dive.

None of the many existing credit report formats are particularly well-suited for answering the questions that landlords have. Our credit report is organized specifically for them. The main questions for them are if the applicant is someone who pays their bills on time and has healthy personal finances. This report answers these questions succinctly and also provides the details for landlords who want a deeper dive.

Status updates

Status updates

Status updates

Status updates

When a renter submits an application an exciting time begins. They are very close to achieving their goal of finding a new home, but rarely have insights into what is going on. This is frustrating. With rental applications, renters get updates when the landlord opens their application and when their co-applicants apply. They can also check on the status of their applications any time on an overview screen.

When a renter submits an application an exciting time begins. They are very close to achieving their goal of finding a new home, but rarely have insights into what is going on. This is frustrating. With rental applications, renters get updates when the landlord opens their application and when their co-applicants apply. They can also check on the status of their applications any time on an overview screen.

When a renter submits an application an exciting time begins. They are very close to achieving their goal of finding a new home, but rarely have insights into what is going on. This is frustrating. With rental applications, renters get updates when the landlord opens their application and when their co-applicants apply. They can also check on the status of their applications any time on an overview screen.

When a renter submits an application an exciting time begins. They are very close to achieving their goal of finding a new home, but rarely have insights into what is going on. This is frustrating. With rental applications, renters get updates when the landlord opens their application and when their co-applicants apply. They can also check on the status of their applications any time on an overview screen.

Outcome

Outcome

Outcome

Outcome

Two months after national launch, 51% of properties listed on Zillow, Trulia, and HotPads via Zillow Rental Manager had applications enabled. The landlords of these properties received on average 1.6 applications per property and sent 2.5 to 3 invitations to apply directly to renters. This is great engagement for an MVP.

Two months after national launch, 51% of properties listed on Zillow, Trulia, and HotPads via Zillow Rental Manager had applications enabled. The landlords of these properties received on average 1.6 applications per property and sent 2.5 to 3 invitations to apply directly to renters. This is great engagement for an MVP.

Two months after national launch, 51% of properties listed on Zillow, Trulia, and HotPads via Zillow Rental Manager had applications enabled. The landlords of these properties received on average 1.6 applications per property and sent 2.5 to 3 invitations to apply directly to renters. This is great engagement for an MVP.

Two months after national launch, 51% of properties listed on Zillow, Trulia, and HotPads via Zillow Rental Manager had applications enabled. The landlords of these properties received on average 1.6 applications per property and sent 2.5 to 3 invitations to apply directly to renters. This is great engagement for an MVP.

Apply Now or Request to Apply (if applications are not enabled) are secondary calls to action on a rental listing on the three sites. 20% of renters who contacted on a rental listing used Apply Now and 25% used Request to Apply. This level of engagement from renters demonstrates the value of this product. 

Apply Now or Request to Apply (if applications are not enabled) are secondary calls to action on a rental listing on the three sites. 20% of renters who contacted on a rental listing used Apply Now and 25% used Request to Apply. This level of engagement from renters demonstrates the value of this product. 

Apply Now or Request to Apply (if applications are not enabled) are secondary calls to action on a rental listing on the three sites. 20% of renters who contacted on a rental listing used Apply Now and 25% used Request to Apply. This level of engagement from renters demonstrates the value of this product. 

Apply Now or Request to Apply (if applications are not enabled) are secondary calls to action on a rental listing on the three sites. 20% of renters who contacted on a rental listing used Apply Now and 25% used Request to Apply. This level of engagement from renters demonstrates the value of this product. 

Landlord adoption and satisfaction

Landlord adoption and satisfaction

Landlord adoption and satisfaction

Landlord adoption and satisfaction

To date, landlords continue to opt-in to using rental applications at a rate of 50-60%. 79% of them are satisfied or very satisfied (55.48% very satisfied). 85% of them found the product either easy or very easy to use. I am working with the product management team on how to improve landlords’ opt-in rate and satisfaction with the product. Feedback from early adopters: 

To date, landlords continue to opt-in to using rental applications at a rate of 50-60%. 79% of them are satisfied or very satisfied (55.48% very satisfied). 85% of them found the product either easy or very easy to use. I am working with the product management team on how to improve landlords’ opt-in rate and satisfaction with the product. Feedback from early adopters: 

To date, landlords continue to opt-in to using rental applications at a rate of 50-60%. 79% of them are satisfied or very satisfied (55.48% very satisfied). 85% of them found the product either easy or very easy to use. I am working with the product management team on how to improve landlords’ opt-in rate and satisfaction with the product. Feedback from early adopters: 

To date, landlords continue to opt-in to using rental applications at a rate of 50-60%. 79% of them are satisfied or very satisfied (55.48% very satisfied). 85% of them found the product either easy or very easy to use. I am working with the product management team on how to improve landlords’ opt-in rate and satisfaction with the product. Feedback from early adopters: 

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I found the process very efficient and easy to use. It was way better than running credit checks on my own.

I found the process very efficient and easy to use. It was way better than running credit checks on my own.

I found the process very efficient and easy to use. It was way better than running credit checks on my own.

I found the process very efficient and easy to use. It was way better than running credit checks on my own.

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Very convenient and makes tenant screening so much easier.

Very convenient and makes tenant screening so much easier.

Very convenient and makes tenant screening so much easier.

Very convenient and makes tenant screening so much easier.

Renter ease of use and satisfaction

Renter ease of use and satisfaction

Renter ease of use and satisfaction

Renter ease of use and satisfaction

Renters also continue to use rental applications at the rate they did when the product launched. When we ask renters how easy or difficult it was for them to complete their Zillow Rental Application, 55% say it exceeds their expectations for ease of use and another 30% find that it met their expectations for ease of use.

Renters also continue to use rental applications at the rate they did when the product launched. When we ask renters how easy or difficult it was for them to complete their Zillow Rental Application, 55% say it exceeds their expectations for ease of use and another 30% find that it met their expectations for ease of use.

Renters also continue to use rental applications at the rate they did when the product launched. When we ask renters how easy or difficult it was for them to complete their Zillow Rental Application, 55% say it exceeds their expectations for ease of use and another 30% find that it met their expectations for ease of use.

Renters also continue to use rental applications at the rate they did when the product launched. When we ask renters how easy or difficult it was for them to complete their Zillow Rental Application, 55% say it exceeds their expectations for ease of use and another 30% find that it met their expectations for ease of use.

When asked about how effective the product is in terms of communicating the status of submitted applications, 76% found it exceeded their expectations and another 18% found that it met their expectations. We have eliminated the black hole that traditional rental applications fall into once a renter has applied.

When asked about how effective the product is in terms of communicating the status of submitted applications, 76% found it exceeded their expectations and another 18% found that it met their expectations. We have eliminated the black hole that traditional rental applications fall into once a renter has applied.

When asked about how effective the product is in terms of communicating the status of submitted applications, 76% found it exceeded their expectations and another 18% found that it met their expectations. We have eliminated the black hole that traditional rental applications fall into once a renter has applied.

When asked about how effective the product is in terms of communicating the status of submitted applications, 76% found it exceeded their expectations and another 18% found that it met their expectations. We have eliminated the black hole that traditional rental applications fall into once a renter has applied.

Evolving the product

Evolving the product

Evolving the product

Evolving the product

The launch of rental applications received significant attention. Internally at Zillow Group, rental applications is frequently referred to as an example of how innovative the company has become. The product has some enhancements that we want to make. The stepping-stone to greater adoption among landlords is verified income and past landlord references. This will ensure that the application becomes more universal on our platform, thereby benefitting more renters. Long-term, we are exploring ways to use the rental applications product for eliminating risk in the tenant selection process for landlords and removing housing barriers for low-income renters. Ask me about this and you will see my passion ignite.

The launch of rental applications received significant attention. Internally at Zillow Group, rental applications is frequently referred to as an example of how innovative the company has become. The product has some enhancements that we want to make. The stepping-stone to greater adoption among landlords is verified income and past landlord references. This will ensure that the application becomes more universal on our platform, thereby benefitting more renters. Long-term, we are exploring ways to use the rental applications product for eliminating risk in the tenant selection process for landlords and removing housing barriers for low-income renters. Ask me about this and you will see my passion ignite.

The launch of rental applications received significant attention. Internally at Zillow Group, rental applications is frequently referred to as an example of how innovative the company has become. The product has some enhancements that we want to make. The stepping-stone to greater adoption among landlords is verified income and past landlord references. This will ensure that the application becomes more universal on our platform, thereby benefitting more renters. Long-term, we are exploring ways to use the rental applications product for eliminating risk in the tenant selection process for landlords and removing housing barriers for low-income renters. Ask me about this and you will see my passion ignite.

The launch of rental applications received significant attention. Internally at Zillow Group, rental applications is frequently referred to as an example of how innovative the company has become. The product has some enhancements that we want to make. The stepping-stone to greater adoption among landlords is verified income and past landlord references. This will ensure that the application becomes more universal on our platform, thereby benefitting more renters. Long-term, we are exploring ways to use the rental applications product for eliminating risk in the tenant selection process for landlords and removing housing barriers for low-income renters. Ask me about this and you will see my passion ignite.