Homeowner Service Portal

This case study explores how we created a customer portal that gives users visibility into their services and invoices across 20 brands in a seamless experience.

My Role: I led the end-to-end design of a
universal payment portal for Neighborly’s core brands, enabling users to sign in, track invoices, and complete payments.

The Problem

Managing separate accounts across 20 brands created a fragmented experience with limited visibility into services, invoices, and payments. This led to missed payments, higher user effort, reduced perceived security, and lower revenue opportunities.

User & Business Goals

Create a seamless payment experience through a single portal where users can manage all invoices eliminating multiple logins while improving clarity, trust, and timely payments.

Increase revenue by improving payment collection rates and driving more bookings through a unified, engaging experience.

We interviewed customers and franchise owners to uncover pain points in the payment process.

Pain points included:

• Frustrating managing multiple accounts
• Forgetting to pay on time
• Invoice details lacking transparency, reducing user trust
• The payment flow required too many clicks
• Payment collection is slow for businesses

We workshopped with stakeholders to synthesize our research and come to alignment on solutions. The top five issues we agreed to solve were.

Once we had enough data, I experimented with different design variations to determine the most efficient way for users to make a payment and view their payment.

Stakeholder Feedback & Learnings:

After I presented these wireframes to my stakeholders I learned we could lower the amount of user clicks by combining the current and past invoices onto a single page. Reduce the amount of columns within the tables and prioritize the content that was most important to cut down the amount of horizontal scrolling to streamline the experience.

We tested our prototype on 10 homeowners

Participants were tasked to complete key tasks:

• Review current & old invoices
• Add a new credit card
• Complete a payment process
• Thoughts on the layout and how info is displayed

Results were generally positive

• All users completed all core tasks easily
• Most found the experience intuitive, with clear navigation
• Most participants agreed the invoices provided enough detail to build trust

"The payment page layout is straightforward and easy to understand, with clear options for paying invoices and viewing payment history."

Following testing, I learned:

• Weak visual hierarchy made it difficult for users to prioritize unpaid invoices and primary actions
• Some users felt that the single modal is too long
• A few initially overlooked the pay CTA because it was too low on the modal
• Would like alternate payment methods for easy payment options

What surprised me:

• Some felt uneasy when adding payment info because of a lack of security cues
• Leadership wants to expand the site to further increase revenue growth opportunities

These insights directly informed design refinements and guided the next phase of design.

Once the foundation was established, the focus shifted toward increasing engagement and service discovery—transforming the experience into a platform that surfaces relevant services, recommendations, and ongoing customer needs.

To move faster and validate ideas quickly, I used Lovable to rapidly prototype concepts like this checkout flow, helping leadership react to tangible solutions earlier and enabling engineers to assess feasibility more efficiently.

This experience was designed with a mobile-first mindset—translating the same engagement model into a streamlined, intuitive mobile experience.

Unified the payment process across 20 brands Neighborly brands into a single platform. We also:

• Reduced payment flow to just 3 simple steps
• Received strong support from senior leadership