Modernize
Helping homeowners stay
engaged after they hit submit
Lead Designer, IC
8 Weeks
2023
I led design for Modernize’s post-submission homeowner experience, from early concepts through testing. Working closely with stakeholders, we improved key moments in the flow to reduce confusion, reinforce trust, and help more homeowners stay engaged after submitting a request.
Problem
After submitting a project request, many homeowners stopped responding. That created drop-off at a critical moment and made it harder to reconnect people with the right contractors.
Outcome
Increased homeowner contact rates by 5%, leading to roughly 200,000 additional answered calls and supporting a $67.5M acquisition.
