As part of our ongoing effort to improve the user experience for tenants, we identified verification as one of the key bottlenecks in the booking journey. What was meant to be a quick step had become a source of friction—scattered across multiple tabs, with little feedback, and entirely reliant on manual checks. This not only slowed down bookings but also caused frustration and confusion for users.

The existing flow lacked structure: users were expected to upload ID documents in one section, verify their identity in another, and hope everything was processed correctly without real-time updates. Support teams were often fielding questions like “Did my documents go through?” or “What do I do next?” It was clear that we needed to redesign the process to be more intuitive, transparent, and efficient.

This redesign was more than just a UI refresh—it required rethinking the entire journey. By integrating Klippa, an AI-powered tool for real-time document validation, we were able to eliminate manual checks that typically delayed bookings by at least a day. We also consolidated all steps into a single, centralized page and introduced a visual tracker that guides users through each stage of the process.

Ultimately, the project became a cornerstone in our larger mission to make bookings faster, smoother, and more self-directed. It’s a clear example of how thoughtful design and smart technology can come together to improve not just a screen—but an entire experience.