H-Agency was Halato Group's platform for its own collaborator agents. It launched technically sound — and landed at an NPS of 6. Nothing was broken; agents just weren't recommending it. The product hadn't earned their trust yet. I came in as UI/UX Designer on the launch, and it was the research into that trust gap that got me promoted to Product Owner six months in.

The work was finding the one point on the agent's journey where trust dropped — the moment they had to leave Zalo, open a laptop, and enter property data with no payoff — and fixing it. That became a Zalo Mini App that collapsed a six-step submission into two, and a Price Evaluation Tool that finally gave agents a number they could put in front of a client. We made the call to go Zalo-first.

NPS moved from 6 to 14 in three months. This is the work I do when a product is technically fine but nobody loves it: find the trust gap that's costing you, and close it.