Jenny Arden, Chief Design Officer, Zillow - Designing the Housing Super App

User Research

Jenny Arden highlights the significance of observational research in understanding user behavior. At Zillow, they employ diary studies and shadowing to capture the nuances of users' daily lives, which helps in designing more intuitive features 1. This user-centric approach ensures that every design decision is informed by real-world interactions and needs 2.

Observing people in the wild... you learn a lot about things you can't see in a digital environment.

--- Jenny Arden

Such meticulous attention to user behavior allows for the creation of features that genuinely enhance the user experience.

   

Simplifying

Simplifying the home buying process is a core objective for Jenny and her team. They aim to create a seamless experience by integrating various functionalities into a single platform, making it easier for users to navigate 3. This involves continuous iteration and feedback from diverse team members to refine the design 4.

How do you take something that feels very, very fragmented and pull it all together in one place?

--- Jenny Arden

By focusing on simplicity, they strive to make the complex process of home buying more accessible and user-friendly.

   

Inclusivity

Inclusive design is another key focus for Jenny at Zillow. She believes in creating products that are accessible and usable by a diverse range of people 5. This includes considering various backgrounds and needs, from color contrast for the visually impaired to features that support housing programs 6.

We have a responsibility to design for the widest range of people.

--- Jenny Arden

Such inclusive practices ensure that the app serves as many users as possible, making home buying a more equitable experience.