Compass CRM Saved Filters

Agent problem: Compass agents often need to filter contacts for: Targeted communication, Maintenance, Discovery, Prioritization. But the existing filters were unintuitive and hard to use. As a result, only ~13% (~1,300 of 10,200 weekly visitors) applied filters at all.

Goal: Increase CRM adoption and engagement by improving the usability of contact filtering—making it faster and more intuitive for agents to find who they need.

Research and discovery:
Heuristic review revealed major gaps and inconsistencies in the current experience.
Conducted 12 interviews with agents who demoed how they currently filter contacts—on Compass and competitor platforms.
Identified key friction points and unmet needs around speed, reusability, and control.

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:
Organized filters into logical, intuitive groups
Introduced Boolean logic (AND/OR/NOT)
Enabled agents to save filters for reuse
Added team controls for shared filters in settings

Outcome:
20% increase in filter usage
CSAT improved from 2 → 4.1
Agent feedback:
“Thank you so much for consolidating this. The Boolean logic has saved me countless hours!”

Reflection:
This project taught me the value of learning from reality. By watching users in action, we uncovered simple, impactful ways to help them save time and reduce cognitive load—key to product stickiness.