Using trust to grow seller leads
+4pp lead enquiries CSAT 41% → 59% CES 90%
1 sprint design/ship 30 days test
PM, Designer, 2 Engineers
The Opportunity
Domain needs to deliver more value to agents.
Agents want more seller leads.
Sellers want trusted agents.
“More leads are always needed — but we have to be across every platform because none of them are great. Feels like fishing but worse: wasting time and money.”
— Agent Partner
“You gotta find a trustworthy one. Sales numbers help, but the reviews are what let me get a sense of the agent. Without them I won’t contact.”
— Potential Seller
Which funnel?
We analysed three seller funnels and found “Find an Agent” had the largest gap between reach and engagement, making it the highest-leverage place to intervene.
| Funnel | Sessions | Enquiries | Engagement |
|---|---|---|---|
Find an Agent✓ Selected | |||
| Property Search | |||
| Suburb Insights |
Constraints
1 sprint to ship, 1 month to indicative results
Zero cross-team sign-off
Solution must respect subscription tiers
Anything needing new data was out of scope
If we make trust signals more visible within the Find an Agent journey, more sellers will contact agents, increasing total seller lead volume by 2pp over the 30-day test period.
The Solution
Increase trust in the find-an-agent funnel.
Low effort, zero cross-team sign-off
~75% of enquiry sessions, clear friction points
No new data — RateMyAgent partnership gave verified, immediate review coverage at zero build cost
Component variations respect subscription tiers
The Solution Journey
Before: Low trust design
Ratings hidden. Stats surfaced without third-party proof. Reviews and the enquiry form were decoupled — trust separated from action.
Quick Test: Trust validation
RateMyAgent data surfaced in the existing components — no redesign. Same components, new data. Enquiry moved alongside reviews in a two-column layout. A directional test shipped in a single sprint.
Improved: Optimised for conversion
Redesigned components for stronger trust signal. RMA star rating, review count, and verified badge surfaced in the search card at browse. Reviews inline with the enquiry form. Depth scales with subscription tier.
Metrics
Outcome
seller sales lead enquiries
Measured 30 days post-launch. Indicative, not statistically significant — directionally strong.
CES
Design supported subscription depth
Component variations scaled across subscription tiers without additional build work.
Key Learnings
1% changes compound.
De-risk strategic initiatives with ongoing 1% tests, not big bets.
Use existing data.
Before building instrumentation, check whether a partner already has the signal — RateMyAgent did.