0 to 1 Home Warranty

Overview

After the construction of their home is completed, the Homeowner Portal transforms into a record-keeping app with all construction documents, invoices, and communications in one place. We continue our relationship with homeowners by managing their home warranty through 1, 2, 5, and 10-year check-ins, or as issues arise. Since no system like this previously existed at Homebound, our design had to serve both backend construction users and frontend homeowners, building the experience from the ground up.

Role
Product Designer leading the end to end design cycle from discovery to delivery.

Industry
Real Estate, Construction

Type
B2B / B2C

Year
2024

Problem

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.

User Journey

Previously, the Warranty team managed requests through Blueprint’s basic to-do workflow, limiting status options and homeowner communication. Now, they have a dedicated dashboard to track warranty-specific statuses, view request details, and communicate directly with homeowners.

Two way communication

The new process is connected to the backend construction software, Blueprint, to allow us to keep track of all warranty requests all within our systems. Warranty team members can receive requests from homeowners and easily communicate with them all through the software provided.

Blueprint Solution

In the backend construction software, Blueprint, Warranty team members can now manage all of the ticket requests, coordinate with trades and communicate with homeowners all through Homebound’s custom backend construction software, Blueprint.

Homeowner Solution

Homeowners are empowered to submit issues at their convenience, all through the fully responsive homeowner portal. After submission, all communication on the ticket is handled through the app, directly with the warranty team. They can see more granular status updates on each individual ticket and its sub issues attached.

Outcome

On launch day, the Warranty Team seamlessly migrated all in-flight tickets to the new workflow without support, while homeowners began submitting and tracking tickets independently through the end-to-end digital experience.

Our solution cut the average resolution time from 44 to 23 days, with two-thirds resolved in under 21, and created both the consumer-facing web app and internal tracking platform to streamline the process.

"I migrated all our tickets last night and it was super easy. Really impressed with the flow of it all and how quick it was to do it. Appreciate everyone who had a part in this - thank you thank you!!”
—Warranty Team Member

0 to 1 Home Warranty // B2B, B2C

0 to 1 Home Warranty

Overview

Problem

User Journey

Previously, the Warranty team managed requests through Blueprint’s basic to-do workflow, limiting status options and homeowner communication. Now, they have a dedicated dashboard to track warranty-specific statuses, view request details, and communicate directly with homeowners.

Two way communication

The new process is connected to the backend construction software, Blueprint, to allow us to keep track of all warranty requests all within our systems. Warranty team members can receive requests from homeowners and easily communicate with them all through the software provided.

Blueprint Solution

In the backend construction software, Blueprint, Warranty team members can now manage all of the ticket requests, coordinate with trades and communicate with homeowners all through Homebound’s custom backend construction software, Blueprint.

Homeowner Solution

Outcome

On launch day, the Warranty Team seamlessly migrated all in-flight tickets to the new workflow without support, while homeowners began submitting and tracking tickets independently through the end-to-end digital experience.

Our solution cut the average resolution time from 44 to 23 days, with two-thirds resolved in under 21, and created both the consumer-facing web app and internal tracking platform to streamline the process.

"I migrated all our tickets last night and it was super easy. Really impressed with the flow of it all and how quick it was to do it. Appreciate everyone who had a part in this - thank you thank you!!”

—Warranty Team Member