Touring Agreement
Role: Product designer
Timeline: Q2, 2024
Platforms: Web, iOS, Android
Team: PM, engineers, researcher, content designer, legal partners
Context
The NAR settlement changed how home touring works in the United States: agents now need a written agreement with a buyer before showing them a home.
For Zillow, "Request a tour" is the front door to connecting buyers with agents. Any new friction at that moment put a core part of the business at risk, and we had 3 months to be ready before the rule took effect.
The problem
For buyers: being asked to sign a legal document before even meeting an agent can feel confusing and risky. From previous user research, we learned that buyers are concerned about commitment and the cost.
For agents & Zillow: the agreement had to be compliant in every state, easy to send, and not scare buyers away.