Why do users stop browsing
listings after sending an inquiry?
Why do users stop browsing
listings after sending an inquiry?
Inquiry Page
Client
Zigbang
Services
UI/UX 100%
Industries
Real estate
Date
March 2023
Zigbang users who explore listings more than four times are 9% more likely to complete a contract than those who browse only once, highlighting the importance of continuous browsing in the user journey. However, many users exit the app shortly after making an inquiry instead of continuing their search. This indicates a significant drop-off point, potentially driven by insufficient engagement or unclear next steps after an inquiry. To address this, we focused on enhancing the post-inquiry experience to reduce churn and improve conversion.
The CJ The Unban app has approximately 40,000 users, with about 80% being men in their 40s to 60s.
Through an Amplitude-based analysis of the sign-up flow, we identified a 17% drop-off at the terms and conditions agreement step and a 12% drop-off during identity verification.
As a result, only 39.1% of users completed the final document submission to finish registration, indicating significant UX friction within the onboarding process.
To uncover the real issue, I conducted one-on-one interviews with 8 users across different age groups, and to simulate the experience, I built and shared an interactive prototype that allowed participants to explore the actual inquiry flow.
By observing both their actions and comments, I began identifying recurring friction points.
The CJ The Unban app has approximately 40,000 users, with about 80% being men in their 40s to 60s.
Through an Amplitude-based analysis of the sign-up flow, we identified a 17% drop-off at the terms and conditions agreement step and a 12% drop-off during identity verification.
As a result, only 39.1% of users completed the final document submission to finish registration, indicating significant UX friction within the onboarding process.
From the interviews, I uncovered these recurring issues:
A break in the exploration flow—users had to restart search after inquiring
Mental fatigue caused by follow-up calls and visits
An overwhelming number of filters making it hard to find relevant listings
Based on these insights, I formed a hypothesis:
“If we improve the post-inquiry experience, users will be more likely to continue exploring and ultimately convert.”
To test this, I designed a new user flow that introduced bridges across the drop-off points:
I proposed features such as showing other listings by the same agent after an inquiry, a personalized carousel of recommended listings, and the option to choose how to follow up (remote vs in-person).
The CJ The Unban app has approximately 40,000 users, with about 80% being men in their 40s to 60s.
Through an Amplitude-based analysis of the sign-up flow, we identified a 17% drop-off at the terms and conditions agreement step and a 12% drop-off during identity verification.
As a result, only 39.1% of users completed the final document submission to finish registration, indicating significant UX friction within the onboarding process.
After implementing these improvements,
we saw a 5% decrease in bounce rate, indicating a measurable impact on user engagement.
This outcome validated not only our hypothesis but also the value of a deeply user-centered approach to design.
It proved that thoughtful UX design can directly improve business performance and user retention.
After implementing these improvements,
we saw a 5% decrease in bounce rate, indicating a measurable impact on user engagement.
This outcome validated not only our hypothesis but also the value of a deeply user-centered approach to design.
It proved that thoughtful UX design can directly improve business performance and user retention.