Overview
HOMEE is an on-demand home services provider, transforming how homeowners access maintenance and repair solutions. By connecting users with a network of skilled professionals, HOMEE offers a comprehensive range of services to swiftly and effectively address various home-related needs. HOMEE ensures that homeowners can effortlessly schedule and manage service appointments with just a few taps on their mobile devices.
Problem
During the existing registration process, HOMEE users could only verify accounts via text message. However, many consumers, especially partners and property managers, are reluctant to provide their mobile phone numbers for account verification.
Many users prefer to use their office landline or business email address for account confirmation and do not want to associate professional account details or notifications with their personal cell phones. As a workaround, customer support had to register partners using personal cell phones and then pass along verification codes via external communication methods. This unnecessary touchpoint limited the company's ability to scale efficiently.
Consumers, including partners and property managers, need the option to verify their accounts via email or voice/landline phone numbers.
Goal
Build or edit a workflow for consumers so that they can easily register or update their account details without requiring HOMEE's assistance, using the Consumer App and Workshop.
Existing Designs
Process
Benchmarking
Analyzed account verification methods used by similar services to identify best practices and potential improvements for HOMEE's registration process.
Sketching
Created initial sketches to visualize the updated account confirmation flow, exploring various methods for user verification.
Initial Explorations
Selected Directions
The following are the three concept directions shared for critique
Option 1
Option 2
Option 3
Final
By addressing the limitations of the previous registration process and introducing multiple verification methods, the new account confirmation flow enhances user experience and supports HOMEE's growth.
Key Changes
Added options for email and voice/landline phone verification, allowing users to choose their preferred method.
Designed clear and accessible buttons for selecting the verification method.
Implemented radio buttons for easy selection between verification options.
Created intuitive input fields for entering verification details.
Streamlined the verification process to eliminate unnecessary touchpoints, enabling the company to scale more efficiently.
