Seeking Feedback: Advice Category Re-Organization

Hi all,

Would appreciate any feedback on the re-organization of categories in Zillow Advice. This might include the ordering/sequence, and consolidation or expansion or either top-level categories, and/or sub-categories.

Objectives are pretty simple:
- Make it easier to find help
- Make it easier to offer help

In particular, we're exploring creating a "Zillow Questions" main category to capture all questions(issues) related to Zillow.com: Zestimates, updating home information, accounts, listings, scams, bugs and suggestion, etc.

Thoughts on what you guys would like to see(or not see) regarding this topic?



Thanks a bunch in advance!
Russ
Zillow Customer Care
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January 30 2012 - US
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Replies (9)

Profile picture for the_country_hick
"in particular, we're exploring creating a "Zillow Questions" main category to capture all questions(issues) related to Zillow.com: Zestimates,"

I would put zestimate as a separate category and not a subcategory. To many questions are posted for it to be a subcategory.
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January 30 2012
Profile picture for hpvanc
I thing a stand alone Zestimate Questions category with the Zestimate FAQ's as stickies would be useful.   I like the Zillow questions category but I'm not sure what the sub-categories would be.
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January 30 2012
Profile picture for Dunes ..
Instead of this BS why doesn't Zillow get off it's A$$ and fix some of the stuff they have been blah blahing about forever or answer some Zestimate Questions so Pasa can take a Break

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January 30 2012
Profile picture for sunnyview
You might consider integrating the entire "Housing Market" category into "Mortgages" since there is already a loan modification sub category there and the Obama program questions rarely end up in Housing Market anyway.

A dedicated Zestimate category would probably be a guaranteed gripefest right out of gate, but maybe the stickies at the top hpvanc suggested would help explain the basic information so that people can at least understand how they work (and don't work) and what they can do as an owner for a more accurate Zestimate.
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January 30 2012
Profile picture for Pasadenan
The "Home Values" category is difficult to locate under the "Home ownership" category, and encompasses many things besides just the Zestimate, such as CMA's, BPO's appraisals, insurance/replacement values, Tax assessed values, tax assessment appeals, market trends, index trends...

(Many are interested in the home values for "purchasing" or other purposes as well, so having it under "home ownership" makes it hard for many to locate).

I think it used to be titled Zestimates, but I think I need to recover files from a back-up drive before I can check that.  I think the Zestimates got more objections when there was a Zestimate sub-category; but people still didn't post in the correct category.

That definitely is one area that can use some improvements.  Perhaps make "home values" a primary category, and put Zestimates at the top of that sub-list?  Better help files and FAQ files and links to the Research blogs and the tolerance data would also help a lot.  Also changing the word "accuracy" to "tolerance range" when appropriate would help resolve many questions.

When I originally proposed a "housing market" category, I was thinking along the lines of index trend data, such as the Zindexes on the local info pages, and the Case-Shiller indexes, and other market influences, such as employment reports, and foreclosure saturation levels.

By the way, wasn't there another thread on this topic that we already posted to?  Or was there other communication on the issue?
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January 30 2012
Profile picture for Pasadenan
"By the way, wasn't there another thread on this topic that we already posted to?  Or was there other communication on the issue?" -

Yes, there was another thread on the issue... 10/27/11, also started by Russ:
Zillow Asks How would you re-organize Zillow Advice?

And it appears with the "reorganization", they didn't do anything that any of the frequent site users suggested would be "helpful".

Perhaps they did part of #7 of my first post of "suggestions"?  If so, they implemented it very poorly, and broke the site by making to "last updated" sort for Zillow Questions category not work anymore.  (Broken 6/7/2012, reported broken on 6/8/12, and still nothing done to fix in as of 6/28/12).
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June 28 2012
Profile picture for hpvanc
Zillow Questions and General Discussion are not going to show in All Topics "Real Estate", give them their own tab at on the header.  Also move Pro to Pro out of the main All Topics.
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June 29 2012
so when you made the first major re-org change were you trying to solve a problem?

let's go back to the original problem and ask- did this change solve it? did it make it worse?  define the problem and you probably have your answer.
questions were hard to fine?  there were too many stickies...I'm guessing...what was the problem?
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July 02 2012
Profile picture for Pasadenan
The "problem" was that Realtors were answering "website issue" problems with "call a Realtor", even though the Realtors have no knowledge of the website issues nor how to resolve them.  And if they weren't posting that, they were posting "it can't be done on this site, try your Realtor's site or Realtor.com".

So, now, those "website issue" problems are getting no answers instead.

The other problem is that 20 people would ask the exact same question in the same day.  That problem is only a little better now, since no one sees their questions, and some of them give up asking as they see that no one answers, and they can't find the questions to find their answers anyway.  The better solution would be for the machine to look up the answers before the questions post, since most of the standard questions have already received answers, and people are more concerned with fast useful answers than they are with "personalized" answers.
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July 02 2012
 
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