Customers managed separate accounts across brands, creating a fragmented experience and limiting visibility into their services. From a business perspective, this also reduced opportunities to cross-sell and upsell across Neighborly brands. We launched a unified Customer Portal MVP to bring everything into one place, reaching ~3,800 early users and validating demand for a centralized experience.
Phase I
Expanding the experience
With the foundation in place, the focus shifted from completing tasks to driving ongoing engagement and service discovery. By surfacing relevant services during key moments, the experience created new opportunities for cross-sell and upsell across brands.
Impact:
15% prepaid for the season
10% added additional services
5% moved to recurring plans
Phase II
Shifting beyond utility
The initial MVP validated core actions like payments and scheduling, but the experience remained highly utilitarian—focused on completing tasks rather than supporting the broader homeowner journey.
In Phase II, we shifted the mental model from a transactional tool to a service platform. This meant prioritizing visibility of services, recommendations, and ongoing needs—creating more opportunities for engagement, cross-sell, and long-term value. Currently in development across additional brands.
Leveraging AI
Bringing the future experience to life
As Phase II concepts were still in development, the CIO needed a working prototype to present to the CEO. I used Claude and Figma Make to quickly bring these ideas to life—creating a realistic experience that engineers could review for feasibility. This helped align leadership early and accelerate decision-making.
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