Rebuilding the Agent Profile: From Legacy System to Acquisition-Ready Platform

The Problem
Compass agents managed their profiles through an outdated editor where critical information: social links, professional designations, and languages spoken was buried in unstructured freeform bio text. This made data impossible to validate, search, or export reliably. It was also directly blocking a strategic acquisition partner from retiring their legacy system, creating duplicative operational overhead ahead of a critical deadline.

My Role
Led UX and UI alongside 4 PMs, 4 engineers, and legal across a complex stakeholder map. I conducted two rounds of usability research. First testing the editor and redesigned profile with 10 agents and 2 staff members, using AI-assisted synthesis to identify patterns quickly across sessions. Findings informed the final editor structure before moving to consumer validation via unmoderated Lyssna testing with 20 participants.

The Approach
The redesign required rethinking both sides of the agent profile — the agent-facing editor and the consumer-facing public profile. On the editor side, we replaced a fragmented experience with a modular, tabbed Settings interface covering 10 distinct areas: Overview, Bio, Highlights, Spotlight & Video, Headshot & Logo, Listings, Testimonials, Team Profiles, Staff Tools, and SEO. Every legacy freeform field was restructured into validated, searchable data.

On the consumer side, we ran unmoderated usability testing via Lyssna with 20 participants to validate the redesigned public profile across mobile and web. And we tested both the agent profile editor and the new public-facing design with 10 agents and 2 staff.

What We Learned
We tested the web agent tool and new Agent profile with 10 agents and 2 staff. Overall it was received quite well and agents loved the new design:
"Big, bold, clean, easy to translate - a huge improvement from what we have today!" Malcolm Louis Adams- agent NYC

The mobile research surfaced clear wins and one significant pain point. Users consistently described the redesigned profile as clean, organized, and easy to navigate.

Core tasks — finding listings, testimonials, press, and contact info — were completed with ease. But languages spoken proved nearly impossible to find: 15 out of 20 participants gave up trying to locate it.

The fix was straightforward: move languages higher onto the contact card rather than buried in the About section. We also reordered the mobile layout to surface the About section before listings, responding to user feedback that they wanted to understand the agent as a person first.

The research also revealed a clear opportunity: users wanted hard numbers — homes sold, days on market, sale-to-ask ratio. This directly informed the Highlights module design, giving agents a structured way to surface their track record prominently.

The Outcome
The redesign was delivered to engineering handoff in late 2025. The new modular system structured 68 professional designations, social URLs, languages, education, and specialties for the first time — creating the data foundation required for the acquisition integration and for future agent branding, SEO, and buyer-agent matching capabilities.