7 weeks (Mar-May 2020)
1 Product Manager
1 Product Designer
1 Member Experience Manager / UX Writer (myself)
Neighbourly is a website and app that connects members with their neighbourhood and neighbours.
As part of creating a trusted online community, Neighbourly requires users to verify where they live; all members go through an address verification process before they can access private neighbourhood posts and unlock all of Neighbourly’s features.
Prior to this project, members could verify their address using their driver licence, by entering a code (sent via letter to their address), or by uploading a document (proof-of-address).
The objective of this project was to reduce business costs and speed up verification by removing the snail-mail method and encouraging users to verify by document upload instead. The business decision was made during New Zealand’s first nationwide lockdown when many business operations were impacted.
Due to the quick turnaround of this project, no formal research was conducted, so I drew on my existing knowledge of Neighbourly users to make decisions around content.
From support tickets, I understood that: