Boosting verification
completion
Boosting verification
completion
Partnered with PM on low-effort nudges that raised verification completion to 90%
Partnered with PM on low-effort nudges that raised verification completion to 90%
Hospitality
verification revamp
Partnered with PM on low-effort nudges that raised verification completion to 90%
CONTEXT
85% of Sonder properties across 40 cities don’t have a front desk
Most Sonder properties have no front desk
85% of Sonder properties across 40 cities don’t have a front desk
With no front desks, the entire check-in and identity verification experience has to happen digitally, leaving zero room for confusion or friction.
With no front desks, the entire check-in and identity verification experience has to happen digitally, leaving zero room for confusion or friction.
CHANLLENGE
CHANLLENGE
How do we increase online verification completion before arrival?
How do we increase online verification completion before arrival?
When I joined the team, the self-serve verification completion rate was only 63%. Many guests were dropping off mid-journey, leading to delays, frustration, and a spike in support tickets.
DEFINE
DEFINE
The journey itself wasn’t the real problem
The journey itself wasn’t the real problem
The journey itself wasn’t the real problem
The real challenge was increasing motivation and driving higher verification engagement.
The real challenge was increasing motivation and driving higher verification engagement.
Due to the NDS, below are the tweaked mockups for the shipped features.
Due to the NDS, below are the tweaked mockups.
Verification touchpoints
Verification touchpoints
We examined the business constraints and broadened the communication strategy—from a single touchpoint to three.
We examined the business constraints and broadened the communication strategy—from a single touchpoint to three.
Marriott email
Marriott email
Marriott email
Sonder email
Sonder email
Sonder email
OTA internal message
OTA internal message
OTA internal message
Verification entry points
Verification entry points
Unified entry points across app, email, and SMS to guide guests seamlessly back into the flow.
Unified entry points across app, email, and SMS to guide guests seamlessly back into the flow.
Verification journey
Verification journey
Introduced real-time progress and time-sensitive cues to drive completion.
Simplified complex verification into digestible, guided steps with clear progress indicators.
Introduced real-time progress and time-sensitive cues to drive completion.
Simplified complex verification into digestible, guided steps with clear progress indicators.
