SetSchedule Teams 2.0
Redesigning Team Collaboration
Role
UX Designer
User Researcher
UI Designer
Deliverables
Research Doc
High Feudality Design
User Testing
Team
Product Manager
Backend Developer
Mobile Developer
Year
2023
Overview
Teams 2.0 is a redesigned version of SetSchedule’s team collaboration feature, created to enhance how real estate professionals connect, communicate, and work together within the platform. The goal was to evolve the previous experience into a more intuitive, engaging, and visually cohesive environment that supports both productivity and community.
The redesign focused on improving information hierarchy, navigation clarity, and interaction feedback while introducing new features that promote active engagement — such as better team insights, activity tracking, and streamlined collaboration flows.
"Why aren't users engaging with the Teams feature?" Despite having a built-in social layer, very few agents were creating or interacting in teams. Usage metrics showed:
The goal of the Teams 2.0 update was to enhance team collaboration, communication, and engagement within the SetSchedule ecosystem. While the original Teams feature allowed members to connect and share updates, user feedback revealed limited interaction and low ongoing engagement.
Only 3.2% of active users had ever created or joined a team.
The average number of posts per team was <1 per week.
Less than 1% of leads were discussed in team contexts.
The Problem
Goals
We conducted qualitative interviews with 10 real estate agents (SetSchedule users) to understand their behavior and unmet needs. And here’s what we find:
User Interviews
Users didn’t see a clear value in creating or maintaining a team.
Most agents wanted features to help collaborate on leads, not just share updates.
The "Team Wall" felt too much like a Facebook feed without clear utility.
Bounce rate from the Teams tab was 67%.
82% of team-related visits ended in under 30 seconds.
Top request from support tickets related to teams: "Can I share leads with my teammates?"
Effort
Impact
Customization
Enhance
Lead
Collaboration
Team Polls
Gamification
Icebreakers
Design Strategy
Using a prioritization matrix (Impact vs. Effort), we aligned with stakeholders and engineering to roll out updates in 2 sprints. Prioritized features included:
Enhance Lead Collaboration
Team Polls
Team Chat (Real-Time)
Customization (Theme, Name, Avatars)
Fun Features (GIFs, Emoji Reactions, Icebreakers
Feature Definition & Prioritization
Final Outcome
To keep the user experience clear and easy to follow, I mapped out the full structure of Rentastic Pay—from setup to invoice management. This helped organize screens, user flows, and actions in a way that supports smooth navigation and future scalability.
We redesigned the previous Team Wall with three new components to boost engagement. The first section showcases recent updates and achievements from teams across the community, helping users stay connected and inspired.
Updates
User's first interaction with Grace
The Discover section helps users find and join new teams that match their interests. By default, it shows teams nearby, but users can easily switch to the “Anywhere” view to explore teams from other locations — expanding opportunities for collaboration and connection beyond their local area.
Discover
Discover Teams around the community
This section was redesigned to give teams more control over their identity. Users can now add a team profile picture, choose a custom color, and specify the professions they’re looking for. These updates make each team more distinctive and visually recognizable within the community.
Team Customization
Giving teams their own identity
Team Wall
To encourage more interaction within teams, we introduced new engagement features on the Team Wall — including Ice Breakers (welcoming messages for new members), Team Announcements, and Team Polls. These additions were designed to make team spaces more active, collaborative, and community-driven.
Adding new ways for engagement
This section was designed to give team admins greater control and flexibility in managing their teams. It includes options to manage team members, handle team licenses, set lead allowances, and even transfer ownership. The goal was to simplify administrative tasks through a clear, structured, and easy-to-navigate interface.
Admin
Providing more options for ADmin.
The Lead Allowance section enables admins to distribute leads among team members efficiently. This feature was designed to make lead sharing more transparent and organized, ensuring every member has equal opportunities to engage and convert potential clients.
Manage and distribute leads
Lead Allowance
Findings:
Users loved the idea of tracking lead status together.
Interaction points encouraged friendly competition.
Icebreaker features increased engagement within inactive teams.
Conducted 2 rounds of moderated testing with 8 users.
Usability Testing
Final Thoughts
This case study was an excellent opportunity to take a feature from low engagement to a core user hub. The success of the redesigned Teams feature not only improved retention but also helped position SetSchedule as more than just a lead platform—it became a daily collaboration tool for real estate professionals.