On december 2019, HomeExchange and GuestToGuest platforms merged to create a unique website, brand, product and community. More than 400k members of HomeExchange can now exchange homes freely using one and only product. Following this merge, it was our job to answer to member's questions and address their fears. We knew this period would be particularly intense for the support team.
Number of new Zendesk tickets everyday following the merge
A large part of these tickets represented verification requests : new members (coming from the data migration of old HomeExchange website) had to get their identity and home verified.
The way we handled it at the time : members had to send us an email with a proof of address and an ID through email, this would create a zendesk ticket for support team. A support officer would open the ticket, see the the documents, then check in back-office if the informations would match, leading to the member becoming verified.
A verified member get a blue check next to his profile picture, prooving to the rest of the community he is a real person and that his house his real.
Time and money (it's always these two). An MVP was more than advised for this project, as it needed to be shipped fast.
This meant we could not get the help of a third-party service to verify identities, so they would still be verified manually by the team.
As a MVP, members should be able to upload their documents directly on the website, see a visual feedback indicating that their documents were successfully uploaded and that their demand would be treated in the shortest term.
ID and home verification flow