Eva, the industry’s first agentic AI escrow officer designed to help automate the real estate closing process. Eva can send emails, open/close files on Qualia, and speed up closing process.

 

At-A-Glance

As the lead product designer, I drove the end-to-end AI UX strategy from 0→1, shaping agent workflows to support the complex home closing journey. I shadowed real estate professionals, title, and escrow officers to understand their pain points and workflows firsthand. I also evaluated existing AI agents in the space to identify opportunities to reduce manual work and better support decision-making. Post-launch, we let 20 real estate agents use the beta version, improved operational efficiency by 60%, and reduced hours of manually work.

 

Team

1 Product designer, 1 Product manager

4 Engineers, 1 Head of Product

Tool

Figma, Qualia (Real Estate Closing Software)

Timeline

5 months

 

Problems

The escrow process is lengthy and complex, involving 125 distinct tasks across 12 different categories. Much of this work is manual, with limited opportunities for automation or AI support, and expanding the team to handle the workload is costly.

Design hypthoesis

Escrow officer would benefit from agentic AI that can coordinate tasks, track deadlines, and manage documentation across the entire closing process. This includes AI that can automate routine communications, flag risks or missing items, send emails on their behalf, and guide next steps—essentially acting as a workflow manager and compliance assistant to reduce manual oversight.

 

Business Opportunity

We saw this opportunity of build a platform that help real estate agents to close faster and provide visibility, turning complex manual workflow to automated process.

 

User Research

  • I interviewed 15 user interviews who deal with average of 3-5 closing a months

  • Journey mapping sessions with 5 Escrow officers

  • Cross-functional stakeholder workshops to understand technical visbaility vs. user needs

Design Exploration

I initiated brainstorm session with team, assumptions are made based on team expertise. Based on the assumption, I worked with PMs and engineers to ship the initial MVP in 3 months to test product-market fit. I designed a SaaS discovery flow that helped users compare tools based on agent team size, price, and features—with Eva acting as agentic agent to help extract informations from Qualia, review documents, and send emails to clients.

 
 

1

A high-level overview with metrics
(files processed, success rate, savings), active orders, and a notification panel. Each order card shows status (in process, error, completed) with quick access to “live view.”

2

Task + performance view
Focuses on operational metrics (tasks completed, escalation rate, revenue impact) and a table of recent orders with statuses, durations, and replay/live view options.

3

Queue + live AI activity
Advanced operations view showing a ranked task queue, progress bars, revenue per order, and a real-time feed of what the AI agent (“EVA”) is actively doing step-by-step.

 

How it works

  1. Check Active Status
    Turn Eva AI on/off using the active status toggle.

  2. Review Task Queue
    See active escrow orders ranked by priority, including order ID, activity, completion %, revenue, and action.

  3. Identify Escalations
    Click the Escalations tab to review tasks that need human attention.

  4. Open Live View
    Select Open live view to see what Eva AI is currently doing on an order.

  5. Monitor Eva AI Activity
    Review the timeline showing each step Eva AI completed, such as opening an order or processing escrow details.

  6. Respond to Notifications
    Approve, ignore, pause, cancel, or review requests from the notification panel.

  7. View Chat / Replay
    Open chat or replay to audit Eva AI’s actions and understand what happened.

  8. Take Action on Errors
    Review failed tasks, correct issues, and resume the escrow workflow.

 

First time experience

The interface guides the user to get started by assigning a task to Eva AI. On the right, Eva AI is turned on but has no active tasks, reinforcing that work begins once a task is assigned.

 

Dashboard

Eva AI is actively managing escrow workflows in real time. At the top, key metrics highlight performance, including tasks completed, escalations, open orders, and revenue.

The task queue ranks ongoing orders by priority, showing progress, value, and quick actions like live view or chat.

Below, a table of all orders gives a broader view of status, completion progress, and revenue, making it easy to track overall operations.

 

Live View

Eva actively processing an escrow order within Qualia. On the left, the escrow file details are being filled out in real time, while on the right, a chat interface shows the interaction.

  • Provide next step

  • Eva AI confirms it has opened a new escrow order and is pulling information from an email. Eva AI automates data entry and workflow steps while keeping the user informed through a conversational interface.