Problem

Landlords on the platform needed to complete several verification steps (ID, mobile, email, and KYC), but the process was unclear, inconsistent, and fragmented. The platform used overlapping terms like "ID verification" and "KYC" interchangeably, causing landlords to either verify the same information multiple times or receive verification prompts at inappropriate moments.

This resulted in:

• Drop-off before listing publication
• Confusion about listing visibility to tenants
• Misalignment between the product, Admin Panel, and Customer Support’s understanding
• Risk of losing new listing supply due to confusion rather than unwillingness

Limitations

• Verification flows were added over time without central ownership
• Admin Panel contained outdated landlord statuses
• Business required a quick, minimal UI update to improve clarity during the peak season
• Inconsistent terminology and logic across the user interface, support documentation, and internal tools

My Role

I led the UX investigation and redesign of the landlord verification flow. This work encompassed interface audits, systems flow mapping, and collaboration with Product, Engineering, Customer Support, and Sales teams. I also partnered with our technical writer to standardize terminology usage across the product.

Approach

• Audit: Reviewed all landlord-facing interfaces (dashboard, onboarding banners, emails) to identify conflicts in logic and wording
• Flow analysis: Broke down the landlord lifecycle into clear, sequential stages with defined outcomes: “unlock listing publishing” and “unlock payouts”
• Stakeholder sync: Interviewed internal teams to uncover inconsistencies in how statuses were handled (especially in Admin Panel)
• Content strategy: Partnered with our technical writer to clean up and standardize naming conventions