0 to 1 Home Warranty Claims
Homebound’s home warranty process was slow and fragmented, with no centralized system for homeowners or the internal team. I led the design of the first end-to-end digital warranty workflow, creating a simple claim-submission experience for homeowners and a connected backend dashboard for the warranty team. The new system replaced manual steps, improved visibility for both sides, and cut the average resolution time from 44 days to 23.
Industry
Real Estate / Construction
Year
2024
Problem
Manual processes impacting speed to resolve claims
The warranty process lacked structure and visibility. The team relied on simple kanban to-dos that couldn’t handle multiple stages, while requests came in through unstandardized channels. Homeowners had little insight into their claims, and the team spent significant time manually tracking and managing requests.
Process
Refining the workflow with iterative design reviews
I started by conducting in-depth interviews with warranty team members to uncover workflow gaps and operational needs. After reviewing competitor tools, I created initial dashboard and ticket-view concepts using existing backend patterns and iteratively refined them with the team. For the homeowner experience, I designed a simple, mobile-friendly interface for submitting and tracking warranty items.
Solution
Solving for both internal team members as well as homeowners
In Blueprint, warranty team members can manage ticket requests, coordinate with trades, and communicate with homeowners in one platform. Homeowners can submit issues through the responsive portal and track all communication, along with detailed status updates for each ticket and its sub-issues, directly in the app.
Impact
Seamless migration with claim resolution time cut nearly in half
On launch day, the Warranty Team migrated all in-flight tickets seamlessly from the old workflow to the new, while homeowners began submitting and tracking issues independently. The solution cut average resolution time from 44 to 23 days, with two-thirds resolved in under 21, and delivered a streamlined internal and consumer-facing platform.
