Turning campaign management into a self-serve agent experience
- UX Research
- End-to-End UX
- Design System
+808080%
increase in user satisfaction
Turning campaign management into a self-serve agent experience
- UX Research
- End-to-End UX
- Design System
+808080%
increase in user satisfaction
Turning campaign management into a self-serve agent experience
- UX Research
- End-to-End UX
- Design System
+808080%
increase in user satisfaction
TL;DR
Before You Dive In!
TL;DR
Before You Dive In!
TL;DR
Before You Dive In!
Testbed
Ylopo Mission Control
Mission control is Ylopo’s campaign management platform for real estate teams to launch, manage, and track digital ad campaigns.
My role
UX Designer & Researcher
- Research with 15+ stakeholders
- Design system + high-fidelity prototypes
- Usability testing and stakeholder validation
Problem
Workflow Friction
Agents relied on team owners to run campaigns. On the other hand Mission Control itself was difficult to navigate and execute simple tasks.
Solution
Scalable Agent Experience
We redesigned and end to end self-service platform where agents could launch, manage, and track campaigns independently.
Impact
- 30%faster campaign creation
- 21%quicker task completion
- 80%increase in user satisfaction
Testbed
Ylopo Mission Control
Mission control is Ylopo’s campaign management platform for real estate teams to launch, manage, and track digital ad campaigns.
My role
UX Designer & Researcher
- Research with 15+ stakeholders
- Design system + high-fidelity prototypes
- Usability testing and stakeholder validation
Problem
Workflow Friction
Agents relied on team owners to run campaigns. On the other hand Mission Control itself was difficult to navigate and execute simple tasks.
Solution
Scalable Agent Experience
We redesigned and end to end self-service platform where agents could launch, manage, and track campaigns independently.
Impact
- 30%faster campaign creation
- 21%quicker task completion
- 80%increase in user satisfaction
Let's Rewind!
To the First Call with Ylopo
Let's Rewind!
To the First Call with Ylopo
Let's Rewind!
To the First Call with Ylopo
Mission Control is Ylopo's campaign management hub. It lets real estate teams run five types of ad campaigns, and Custom campaigns for anything outside those templates.
Mission Control is Ylopo's campaign management hub. It lets real estate teams run five types of ad campaigns, and Custom campaigns for anything outside those templates.
Mission Control is Ylopo's campaign management hub. It lets real estate teams run five types of ad campaigns, and Custom campaigns for anything outside those templates.
Everyday workflows became harder to navigate.
Everyday workflows became harder to navigate.
Every request had to go through the team owner.
Every request had to go through the team owner.
Everyday workflows became harder to navigate.
Everyday workflows became harder to navigate.
Everyday workflows became harder to navigate.
Everyday workflows became harder to navigate.
Before redesigning anything
I needed to understand the people using it
Before redesigning anything
I needed to understand the people using it
Before redesigning anything
I needed to understand the people using it
I interviewed multiple stakeholders to understand how Mission Control fit into their everyday workflows and where it was creating friction.
I interviewed multiple stakeholders to understand how Mission Control fit into their everyday workflows and where it was creating friction.
I interviewed multiple stakeholders to understand how Mission Control fit into their everyday workflows and where it was creating friction.
Team Owners
"I know the feature exists somewhere. I just can't remember where."
— Barry, Team owner
DESIGN INSIGHT
Navigation relied on memory rather than recognition.
Team Owners
"I know the feature exists somewhere. I just can't remember where."
— Barry, Team owner
DESIGN INSIGHT
Navigation relied on memory rather than recognition.
Team Owners
"I know the feature exists somewhere. I just can't remember where."
— Barry, Team owner
DESIGN INSIGHT
Navigation relied on memory rather than recognition.
Finance Team
"Every time a client wants to change their card, they have to call us. It's a whole thing."
— Jack, Finance Team
DESIGN INSIGHT
Any sort of billing tasks were done entirely offline
Finance Team
"Every time a client wants to change their card, they have to call us. It's a whole thing."
— Jack, Finance Team
DESIGN INSIGHT
Any sort of billing tasks were done entirely offline
Finance Team
"Every time a client wants to change their card, they have to call us. It's a whole thing."
— Jack, Finance Team
DESIGN INSIGHT
Any sort of billing tasks were done entirely offline
Customer Success
"Clients don't know their ad is live until and unless they contact us to ask."
— Sophie, Customer Success
DESIGN INSIGHT
No notifications meant the support team had to step up.
Customer Success
"Clients don't know their ad is live until and unless they contact us to ask."
— Sophie, Customer Success
DESIGN INSIGHT
No notifications meant the support team had to step up.
Customer Success
"Clients don't know their ad is live until and unless they contact us to ask."
— Sophie, Customer Success
DESIGN INSIGHT
No notifications meant the support team had to step up.
Agents
"Every time I wanted to launch a campaign, I had to ask someone else."
— Christina, Agent
DESIGN INSIGHT
Agents had zero autonomy over their own listings.
Agents
"Every time I wanted to launch a campaign, I had to ask someone else."
— Christina, Agent
DESIGN INSIGHT
Agents had zero autonomy over their own listings.
Agents
"Every time I wanted to launch a campaign, I had to ask someone else."
— Christina, Agent
DESIGN INSIGHT
Agents had zero autonomy over their own listings.
Then the last puzzle piece
Auditing the product itself
Then the last puzzle piece
Auditing the product itself
Then the last puzzle piece
Auditing the product itself
Interviews helped us understand where users experienced friction. The audit uncovered recurring issues in the dashboard.
Interviews helped us understand where users experienced friction. The audit uncovered recurring issues in the dashboard.
Interviews helped us understand where users experienced friction. The audit uncovered recurring issues in the dashboard.
Fragmented Navigation
Too Many Dependencies
Inconsistent UI
Missing Feedback
Features had been added over time, but the navigation hadn't evolved with them.
Users relied on support teams or sales reps to complete tasks they could not do on their own.
Similar actions looked and behaved differently throughout the platform.
Important updates lacked visibility, so new priorities went unnoticed.
We couldn't build everything.
So we started making trade-offs
We couldn't build everything.
So we started making trade-offs
We couldn't build everything.
So we started making trade-offs
We combined insights from interviews, the design audit, and stakeholder priorities to identify which opportunities would create the biggest impact.
We combined insights from interviews, the design audit, and stakeholder priorities to identify which opportunities would create the biggest impact.
We combined insights from interviews, the design audit, and stakeholder priorities to identify which opportunities would create the biggest impact.
Budget Management
Downloadable Dyva Ads
Interactable insights
Information Privacy
Autonomy in Dyva Ads
Dyva Ads simplification
Control over campaign
Budget Reallocation
Branding in ads
Dyva Ads preview
Lead Privacy
Billing Information Saved
Budget Management
Downloadable Dyva Ads
Interactable insights
Information Privacy
Autonomy in Dyva Ads
Dyva Ads simplification
Control over campaign
Budget Reallocation
Branding in ads
Dyva Ads preview
Lead Privacy
Billing Information Saved
Budget Management
Downloadable Dyva Ads
Interactable insights
Information Privacy
Budget Information
Autonomy in Dyva Ads
Dyva Ads simplification
Control over campaign
Branding in ads
Dyva Ads preview
Lead Privacy
Billing Information Saved
These priorities became the foundation for a full IA overhaul with new side navigation and dedicated pages for every workflow.
These priorities became the foundation for a full IA overhaul with new side navigation and dedicated pages for every workflow.
These priorities became the foundation for a full IA overhaul with new side navigation and dedicated pages for every workflow.
From problems to possibilities.
How Might We…
From problems to possibilities.
How Might We…
From problems to possibilities.
How Might We…
How might we empower agents to manage their own campaigns while simplifying the Mission Control experience?
How might we empower agents to manage their own campaigns while simplifying the Mission Control experience?
How might we empower agents to manage their own campaigns while simplifying the Mission Control experience?
Improve IA of Mission Control
Make the information architecture intuitive, consistent, and scalable to support future growth.
Improve IA of Mission Control
Make the information architecture intuitive, consistent, and scalable to support future growth.
Research agent dashboard requirements
Understand agent needs, map key workflows, and identify the features that create the most impact.
Research agent dashboard requirements
Understand agent needs, map key workflows, and identify the features that create the most impact.
Redesign the agent dashboard
Create a cohesive experience and design system that's efficient, easy to use, and on-brand.
Redesign the agent dashboard
Create a cohesive experience and design system that's efficient, easy to use, and on-brand.
Reality check...
What Users actually thought
Reality check...
What Users actually thought
Reality check...
What Users actually thought
Once the structure was in place, we tested what actually worked in practice.
Once the structure was in place, we tested what actually worked in practice.
Campaign list
What we found
Toggling campaigns on/off felt confusing. Action items had no clear entry point.
What we changed
Switched to toggles. Tucked actions into an ellipsis menu. Added a launch shortcut.
Billing
What we found
Holder details felt unnecessary. Payment methods were hard to scan.
What we changed
Dropped the holder details and reorganized payments into tabbed categories.
Ad preview
What we found
Live ad preview wasn't technically feasible within scope.
What we changed
Redirected focus to image selection and caption controls instead.
Feasibility
What we found
Several IA and dashboard changes needed dev validation before committing.
What we changed
Ran a structured check with Ylopo's team. Confirmed what ships as version one.
Campaign list
What we found
Toggling campaigns on/off felt confusing. Action items had no clear entry point.
What we changed
Switched to toggles. Tucked actions into an ellipsis menu. Added a launch shortcut.
Billing
What we found
Holder details felt unnecessary. Payment methods were hard to scan.
What we changed
Dropped the holder details and reorganized payments into tabbed categories.
Ad preview
What we found
Live ad preview wasn't technically feasible within scope.
What we changed
Redirected focus to image selection and caption controls instead.
Feasibility
What we found
Several IA and dashboard changes needed dev validation before committing.
What we changed
Ran a structured check with Ylopo's team. Confirmed what ships as version one.
Before we started designing...
I built the system first.
Before we started designing...
I built the system first.
Before we started designing...
I built the system first.
I built an atomic design system to give us reusable components, consistent patterns, and a scalable foundation .
I built an atomic design system to give us reusable components, consistent patterns, and a scalable foundation .
Here's what we actually built...
The final designs
Here's what we actually built...
The final designs
Here's what we actually built...
The final designs
From a platform agents couldn't access on their own to one where they can launch, manage, and track campaigns independently.
From a platform agents couldn't access on their own to one where they can launch, manage, and track campaigns independently.
From a platform agents couldn't access on their own to one where they can launch, manage, and track campaigns independently.
DyVA ads are AI-generated listing videos. Agents previously had zero control over images and needed team owner approval to launch. Now they select images, write captions, and launch on their own.
DyVA ads are AI-generated listing videos. Agents previously had zero control over images and needed team owner approval to launch. Now they select images, write captions, and launch on their own.
DyVA ads are AI-generated listing videos. Agents previously had zero control over images and needed team owner approval to launch. Now they select images, write captions, and launch on their own.
Billing
Billing
Billing
Saved payment methods, tabbed by type Card, eCheck, eWallet, Bank Transfer. Agents can manage billing without ever calling support.
Saved payment methods, tabbed by type Card, eCheck, eWallet, Bank Transfer. Agents can manage billing without ever calling support.
Saved payment methods, tabbed by type Card, eCheck, eWallet, Bank Transfer. Agents can manage billing without ever calling support.
Notifications
Notifications
Notifications
Agents get notified the moment an ad goes live. No more calling customer success just to find out if a campaign is running.
Agents get notified the moment an ad goes live. No more calling customer success just to find out if a campaign is running.
Agents get notified the moment an ad goes live. No more calling customer success just to find out if a campaign is running.
Looking back at...
14 weeks and lots of lessons
Looking back at...
14 weeks and lots of lessons
Looking back at...
14 weeks and lots of lessons
Surprises along the way
Surprises along the way
Surprises along the way
1
Agents had less autonomy than we assumed
Agents had less autonomy than we assumed
Agents had less autonomy than we assumed
2
Feasibility due to dev issues appeared late
Feasibility due to dev issues appeared late
Feasibility due to dev issues appeared late
3
Users and stakeholders rarely agreed
Users and stakeholders rarely agreed
Users and stakeholders rarely agreed
What I would do differently
What I would do differently
What I would do differently
1
Loop developers in earlier onto the project
Loop developers in earlier onto the project
Loop developers in earlier onto the project
2
Run more testing rounds with the user
Run more testing rounds with the user
Run more testing rounds with the user
3
Scope down the project
earlier
Scope down the project
earlier
Scope down the project
earlier
You made it through this one
But I have got a few more worth seeing!
You made it through this one
But I have got a few more worth seeing!
You made it through this one
But I have got a few more worth seeing!
