Unifying the Tenant Verification Experience on Spotahome
Industry:
Lodging & Real Estate
Project type:
UX Design
UI Design
Role:
UX Designer
UI Designer
Deliverables:
Hi-fi prototype
Timeline:
1 month
Problem:
Solution:
Process:
Usability Testing
& Evaluation
Design Solution
Information Architecture
Prototype
Outcomes
& Reflections
Usability Testing & Evaluation
The tenant verification process requires users to submit personal documents, proof of income, and set up monthly payment method after a booking in the Plus tier is accepted. Given the emotional and financial weight of this action, the experience demands clear guidance and reliable feedback. As both Nielsen's Heuristic Evaluation and users’ feedback across various community forums platforms reveal, the current implementation falls short in two critical areas:
Users receive inconsistent confirmation feedback through emails, meanwhile, the site itself remained completely static throughout, never reflecting any of the steps being carried out over email.
The Standard and Plus verification processes follow entirely different interaction models. The switch feels both inconsistent and, at times, illegitimate - raising doubts about whether the process is official.
Standard Verification Process is handled natively within the site:
Plus Verification Process is managed externally through email:
Information Architecture
Based on the result of the Heuristic evaluation, I created a light information architecture, translating the solutions into a clear site hierarchy.
Prototype
I translated the Information Architecture set of targeted design decisions. Given the scope of the evaluation, the prototype focuses on the verification flow within the confirmed booking panel, demonstrating the key interaction from summary card to step completion.
Below is the final design prototyped in Figma:
Outcomes & Reflection
Key Outcomes
Eliminating fragmentation: Consolidated a fragmented, multi-channel verification process into a single, native flow within the confirmed booking panel.
Designed in alignment with Spotahome's existing UI system: matching established typography, components, and visual language. Ensuring the proposed redesign is feasible, consistent, and ready to integrate without requiring additional design infrastructure.
What I would do next time
User-test the prototype: Testing was limited by the transactional nature of the product (the verification flow cannot be simulated without a real booking). Next time, I would recruit participants who have recently completed the process to walk through the wireframes and surface blind spots.
Formalise user research beyond informal sources: Next time, I would conduct formal interviews or surveys with renters who have completed Plus verification, producing structured, citable evidence with greater methodological credibility.
This design project exemplifies how I can benefit your business.
Contact me if you’re interested in collaborating!
Or email me vananh.vivian.ha@gmail.com
