Eliminating friction and generating Value: the automated relisting strategy at QuintoAndar
Project summary: Spearheaded the strategy and design of an automated property relisting system to solve a critical business inefficiency. By championing user research and aligning legal, CX, and product stakeholders, I transformed a 30-day mandatory "quarantine" period for rental properties into a value-generating opportunity. The solution, an opt-out "Soon Available" listing, achieved 96% adoption from landlords, increased marketplace engagement, and protected owner income without increasing operational costs.
1. The idle asset problem: inefficiency as a growth barrier
At the end of a rental contract, all properties entered a mandatory 30-day "quarantine" for contract closure and inspection. This process created a triple-negative impact:
For landlords: 30 days of lost rental income.
For tenants: A significantly reduced inventory of available properties.
For QuintoAndar: Decreased marketplace engagement, potential reputational risk, and a costly, inefficient process reliant on multiple CX calls to restart listing.
2. Strategic pivot: from assumption to evidence-based design
The initial assumption was that automation might create legal and customer satisfaction risks. I challenged this by leading a fast-cycle research initiative to base our decisions on data, not fear.
Deep-dive analysis: I partnered with the PM to analyze Zendesk tickets and conduct rapid interviews with landlords in the quarantine period.
Stakeholder alignment: I facilitated workshops using a CSD Matrix (Certainties, Suppositions, Doubts) to bring Legal, Compliance, and CX teams into the discovery process early. This collaborative approach identified corner cases and built shared ownership of the solution, turning conservative stakeholders into allies.
3. The insight: "Soon available" as a win-win-win
Research revealed that landlords were frustrated by the income loss, and tenants were eager to see the future inventory. The key insight was that transparency—clearly communicating a "Soon Available" status—could effectively manage expectations and create excitement, rather than frustration.
4. Designing the solution: frictionless automation
I designed and shipped an MVP that balanced automation with user control:
Opt-out model: Properties were automatically pre-listed with a clear "Soon Available" tag 7 days before the end of quarantine, maximizing adoption while respecting user choice.
Transparent communication: The UI clearly communicated the property's status, managing tenant expectations upfront.
Simple user control: Landlords could easily toggle the feature on or off within their account dashboard with just a few taps, ensuring a sense of agency.
5. Measurable impact and business value
The solution delivered immediate and significant value across key business metrics:
96% adoption rate: The opt-out model proved perfectly aligned with user needs, with near-universal acceptance.
Increased marketplace engagement: "Soon Available" properties became among the most viewed items on the platform, increasing user engagement during the previously dead quarantine period.
Protected landlord income: Drastically reduced the vacancy period for property owners, directly addressing their primary pain point.
Operational efficiency: Reduced the burden on the CX team by automating a previously manual and inefficient process.
This feature remains a core part of QuintoAndar's platform, a testament to a strategy grounded in user research and cross-functional collaboration.