Compass CRM Activity Feed

Agent problem: The current activity feed on a contact within the CRM is an incomplete and disjointed experience, with limited information (missing activities & attribution) and a less than intuitive UX.

Goal:To transform the Contact Activity Feed into a centralized hub for history, collaboration, and communication — a true single source of truth for client interactions.

Research and discovery:
Heuristic review revealed major gaps and inconsistencies in the current experience.
Conducted 10 interviews with agents who demoed how they currently use activity feed—on Compass and competitor platforms.
Identified key friction points and unmet needs around efficiency and communication.

Design approach:
Sketched and prototyped flows for concept testing.
Iterated with product and engineering based on usability feedback.
Prioritized features that balanced power and simplicity.

Key improvements:
Reimagined the activity feed as the "one-stop shop" for all contact-related activity.
Integrated @mentions to enable seamless team collaboration right within the CRM.
Added an embedded email composer to allow agents to communicate with clients directly, without context-switching.
Centralized all historical actions and updates to give agents complete visibility into a contact’s journey.

Outcome: Still waiting on quantitative data. There has been an uptick in the visits to the page and overall CRM usage is up 20% YOY. Agent feedback: “Thank you so much for consolidating this. Now I’m not wasting time searching everywhere for info on my contacts!”

Reflection: This project taught me the value of standing up for a comprehensive approach. Initially we were just going to update the activity feed and keep the other pages as is, but we knew that the consolidation of the page was a big part of agents' pain points.