Problem
Prospective renters need storage solutions but struggle to find a space that meets their specific needs.
Task
Design an onboarding questionnaire that seamlessly matches renters with storage spaces tailored to them.
Design Process
Data Collection & Research
Identified key touchpoints inside the product where renters will interact with the quiz flow.
Analyzed reservation rates by vehicle type and storage size (using Amplitude), identifying common renter needs and space sizes.
Conducted SEO research to assess the questionnaire’s impact on search results and keyword optimization.
Conducted user interviews (via Hotjar, Zoom) and collaborate with sales and activation teams to identify critical renter information they collect for successful pairings.
Cross-Team Collaboration
I hosted 'How Might We' sessions with the product and design teams to brainstorm questions, ideas, and solutions.
Additionally, I facilitated cross-functional collaboration across marketing, sales, commercial and residential teams, customer support, activation, lifecycle, engineering, and leadership to align goals and insights.
User Journey Mapping
I conducted a competitive analysis of data-driven tech companies, such as Netflix, Duolingo, IPSY, and Noom, that leverage onboarding quizzes as a primary conversion tool.
Additionally, I created user journey maps for each of Neighbor’s product touchpoints within the questionnaire to better understand user behavior and flow. Each entry point was tailored to ensure an optimal user experience.
Wireframing
I created initial wireframes and iterated rapidly based on feedback from stakeholders. I also drafted the initial set of questions for the questionnaire, informed by prior research, and collaborated with the Head of Marketing to refine the final script.
Design Reviews
Throughout the quiz flow project, I conducted several design reviews at different stages, involving various stakeholder groups.
Given that the project spanned the entire product and impacted departments outside of product, such as marketing, sales, lifecycle, and customer support, it was essential to gather input and secure sign-off from these teams.
Final Solution
Bridging Marketing & Product
I integrated motion and engaging design elements to create a seamless, interactive experience that fits within both marketing and product design systems and objectives.
Addressing Key Renter Priorities
Location: Ensured transparency by validating available spaces within a renter's area, maintaining consistent space counts across all screens.
Price: Highlighted value propositions to emphasize affordability and competitive pricing.
Trust: Strengthened social proof with testimonials, ratings, and trust signals, fostering renter confidence in both the Neighbor platform and individual hosts.
Optimized Data Collection & Search Pairing
I streamlined the data collection process by focusing on essential renter information, improving pairing accuracy. Additionally, I prioritized high quality hosts in search results based on key trust indicators, ensuring renters could quickly find reliable and highly rated storage options.
Results
A/B testing across multiple iterations led to a 40% increase in renter conversion rates. We also saw improved lifetime value (LTV) and enhanced sales and retargeting efforts due to more precise data collection.
Due to it’s success, the onboarding questionnaire was expanded to other business channels, including marketing and B2B sales. The search questionnaire also increased the maximum conversion rate by expanding surface areas for future testing and optimization.
