Account Manager
New account billing platform for multi brand customers.
I designed a new customer view allowing streamlined payments across multiple brands.
Product Design
About the Product
This was a large multi year Product Design effort to redesign the customer account management experience across Homes.com, Apartments.com, CoStar.com, and LoopNet.com. The initiative reimagined customer flows for account management, billing, invoices, payments, and auto-pay enrollment, delivering a more intuitive and brand agnostic self service experience. I designed new authenticated and guest payment experiences, and enhanced customer communications. I streamlined multi-account management capabilities, which allowing customers to easily manage multiple payment methods, pay invoices, and manage auto payment preferences.
Process
We applied a Human-Centered Design approach to address user needs and design for a scalable payments platform. We focused on user control, clarity, and ease of access.
We began with customer and finance customer service interviews to gather requirements and begin journey mapping a future state. We identified pain points in the disjointed subscription and billing management process which informed early wireframing and prototyping solutions.
We then refined each features through iterative usability testing and tracking metrics of early released features.
Success
The January 2025 launch hit a monthly average of $800,000 in transactions within 4 months and we achieved a 21% adoption rate with 97.5% of successful card transactions.
Account Manager has significantly improved the customer billing experience by providing a centralized, self-service platform for managing invoices, payments, documents, and account settings across all of the CoStar brands. The platform has helped reduce billing-related support tickets by empowering customers to access what they need.
With a strong foundation that now includes multi-account management, Account Manager is well positioned to expand with additional features in future releases.