Title Closing Automations
OVERVIEW
Context. Qualia provides a platform for Settlement Agencies to conduct and track home closings.
Problem. Settlement agents lose time performing repetitive tasks during each closing.
Constraints. A patchwork of automation-like functionality existed prior to my work. Our approach had to take the pre-existing framework into account.
My Role. I was the sole designer, and worked with a product manager to research customers and design a solution.
Result. A system for Settlement Agents to automate parts of a home closing by defining triggers and actions.
Solution
Our solution built upon a framework for automating the home closing process.
- We expanded Qualia’s automation framework by allowing clients to define event-based triggers and actions. This reduced manual tasks per closing and increased overall output.
- We provided agencies the ability to define automations by state, branch, and transaction type.
- We built a transparent interface to allow order processors to feel confident that the actions they expected were actually taking place.
Automation Groups
To support the complexity of our user base, clients have the flexibility to apply automations universally or to specific states, order types, and branches.
Selecting Automations
We prioritized automating the most common, repetitive actions performed by customers, and allowed customers to string many automations together with a single trigger.
Filling the Gaps
For cases where an automation may not exist, clients dynamically assign tasks to order processors - all from within the same trigger.
Transparency for Non-Admin Roles
To give order processors the confidence that automations are being fulfilled correctly, we built a tool to track automations in real time as they’re applied to a closing.
BEFORE & AFTER
A major design focus was making it easier for admin users to find an existing automation group. Most visitors to the page would need to edit existing automations rather than create new ones.
Critically, I worked on an entirely new piece of the UI that would allow Order Processors to track automations as they were being applied. Unlike the bulk of this project, this interface would be present within each order.
FIRST-TIME USER EXPERIENCE
To complement the release, I designed a simple first-time experience tour.
DEMO
We built upon an existing framework for creating triggers and automatically assigning tasks. Because clients had already invested significant time identifying triggers and automating task assignments, we decided to work incrementally instead of starting from scratch.
