Property Search
Property Search is Chase’s vendor platform that allows users to search, save, compare properties, and connect with local real estate agent support. It lives within Chase MyHome, a suite of tools designed to guide users through one of the most meaningful and complex purchases of their lives.
Property Search was powered by another white-label vendor, [NDA], but over time the partnership became increasingly difficult to scale and financially maintain. Design and feature changes were expensive, slow, and inflexible. Even small enhancements came with high price tags and limited customization, which made it hard to iterate or respond to business needs.
As the contract approached renewal, Chase evaluated alternative vendors, what features they offered, and decided to move forward with HomeStory, an existing partner through Chase Agent Express (CAE). This decision reduced costs, leveraged an established relationship, and was estimated to save [NDA] over [NDA] years.
The goal of this project was to transition vendors without disrupting the customer experience, while ensuring the new platform met Chase’s design, legal, and editorial standards before launch.
"How might we transition Property Search to a new vendor while maintaining a trusted Chase experience and minimizing disruption for our customers?"
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The launch of the HomeStory powered Property Search demonstrated how we successfully audited the whole experience, collaborated efficiently with our new vendor, and addressed any liabilities. These efforts resulted in improved customer activity, as reflected in our [NDA] metrics:
While the lead-to-submit rate dipped slightly, overall lead initiation and submit-to-visit rates improved, demonstrating stronger user engagement and commitment in the early exploration stage. These metrics reflect just the [NDA], with more exciting features and enhancements planned on the roadmap!