Genie experience center - Designing a voice-based agent to inform and engage leads during their waiting time at real estate site visits.
Voice agent
.
Web app
.
Sep 2024 - Nov 2024
My role
End to End Product & Interaction design
Team
1 PM, Business heads, Operations team & 2 Engineers
Time line
Sep 2024 - Nov 2024
Background context & Problem
In Anarock's mandate model real estate projects, weekend site visits experience a significant surge in footfall, leading to long waiting times of 45 minutes to 1 hour for prospective buyers. This waiting period results in disengaged leads and missed opportunities
Solution
🎙
Interactive voice-based AI to engage leads during long weekend wait times
🌍
Multilingual & conversational AI sharing project info — pricing, amenities, and offers
😄
Fun & engaging — turns idle time into a branded interaction
📊
Captures buyer intent & improves site visit efficiency
Observing & Understanding environments
Since this was a voice-based interaction, I focused on key questions around:
👩🏻💻
Environment at the site & interaction between agents & leads
Understanding the real-world conditions—noise levels, user behavior, and flow of people during site visits.
🔄
Placement of the devices & how many devices will be required
Where should the devices be placed for maximum visibility and usability? How many will be needed to handle peak crowd flow?
🚀
Tech feasibility for noise & far speech recognition
Exploring the technical possibilities for accurate voice recognition in noisy, far-field, multi-user environments.
On ground learnings
To understand these factors better, I visited the site as a lead and observed the environment
key insights & Challenges need to be solved for
To understand these factors better, I visited the site as a lead and observed the environment
🎯
Conversations must stay focused on project
While users may ask general questions, the agent should smartly guide the conversation back to project-related info
📊
Capturing valuable buyer data
The system must subtly collect key user inputs (like budget, interest, preferences) without feeling intrusive.
✨
Need for personalization and delight
The experience should feel friendly, contextual, and emotionally engaging—not robotic or transactional.
👶🏻
Kids often disrupt the waiting experience
Children tend to get restless or start crying, prompting parents to leave before the site visit—leading to lost opportunities.
First iteration
For the first iteration, I explored a mascot-driven approach that leaned into a futuristic visual style. The intent was to create a friendly, tech-forward identity that could symbolise the Genie experience.
Stakeholders did not want to associate the brand with a mascot.
The approach lacked the fun and playful element they envisioned for the experience, helping set boundaries for future directions toward interactive delight and stronger brand alignment.
Second iteration
In the second iteration, we experimented with emojis to represent different emotions in response to customer queries..
This approach successfully brought in a fun and playful vibe, making interactions feel lighthearted.
However, it lacked the futuristic element we aimed for, and the design involved too much reading effort for users, reducing overall clarity and impact.
Final design after testing
We tested with operations teams, City leads with a hard coded prototype just to see the interactions
Post-Launch Success Metrics
Post-launch, success will be measured by how long users engage with Genie, the responses received on WhatsApp follow-ups, and the quality of buyer data collected. These insights will help personalize sales conversations and improve lead conversion.