Find the smartlock
The smart lock is located near the front door. Find the serial number on the top of the lock. Input visible serial number on your phone.
Input the serial number below
Avoid sharing the serial number to protect future renters and the property.
Get access code
The story of Rently begins in 2011 in Los Angeles, California, long before self-touring technology became a real estate standard. The founders, Merrick Lackner and Lockhart Steele, saw a need for a more efficient way to manage property showings. The traditional process of coordinating schedules between property managers and prospective renters was cumbersome and outdated.
Inspired by this challenge, they developed Rently, a platform that allows renters to tour properties on their own schedule, without needing to meet an agent. This self-guided tour technology revolutionized the rental industry, offering convenience for both property managers and tenants alike.
Today, Rently is a leading provider of self-touring and smart home solutions, working with thousands of property managers across the United States. Their innovative approach has transformed the way people rent, offering a seamless, on-demand experience that continues to evolve alongside the growing demand for flexible and secure rental options.
“I drove 45 minutes to the rental to tour and the serial number was scratched off, what do I do now?”
“I am so over this. This is the third property that has a serial number issue. Can you guys fix this?!”
The Drop-off Point
An analysis of the user flow revealed that many users dropped off during the mobile web or app process when entering the serial number to access the property. This indicated two possibilities: either users successfully gained entry and put their phones away, or they were stuck due to an issue with the serial number.
What We Discovered:
Feedback from AskNicely and online reviews revealed frequent support calls due to issues like scratched-off serial numbers, incorrect codes, and broken locks. In some cases, multiple failed attempts led to users being blocked, further complicating the resolution of the issue.
Arrival at the Property
User arrives at the property and takes out their phone to begin the tour.
😄 Excited, ready to explore.
N/A
Ensure app instructions are clear on what to do next.
Locating the Serial Number
User looks for the serial number on the lockbox to enter into the app.
🙂 Neutral, following the process.
Serial number may be hard to find or poorly labeled.
Make sure lockbox serial numbers are clearly visible.
Serial Number Scratched
User finds the serial number, but it is scratched and illegible.
😕 Confused, slight frustration.
Serial number is damaged and unreadable.
New serial number input solutions (e.g., verification alternatives).
Trying to Figure Out What to Do
User opens the app, searches for help or guidance, but is unsure where to find relevant instructions.
😖 Growing frustration.
No clear instructions on what to do if the serial number is unreadable.
Provide immediate in-app guidance when issues arise.
Calling Rently Support
User calls Rently support for help.
😩 Frustrated and hopeful for a quick solution.
Rently tells them to call the property manager.
In-app escalation options, like a direct support chat.
Calling the Property Manager
User calls the property manager, but they say to call Rently again.
😤 Annoyed, feeling stuck.
Confusing instructions, back-and-forth between parties.
Streamlined support with clearer responsibility handoffs.
Leaving or Finally Accessing Property
User either leaves the property or manages to access it after a long ordeal.
😠 Pissed off, still frustrated, and dissatisfied.
Process is long and cumbersome, leading to a poor experience.
More seamless fallback options when the serial number fails.
Exploring Alternatives
To explore how other companies verified users, I conducted competitive research using Mobbin and various applications. The most common solutions identified were selfie and text-based verifications. It was essential for us to ensure that Rently's solution struck the right balance between security and ease of use.
Testing the Options:
Through user testing, we evaluated serial number, text, and selfie verification options. Surprisingly, users preferred serial number verification, followed by text, while selfie verification ranked last. This not only validated Rently's approach but also highlighted the need for improvements in the serial number process.
User Access Frustration
Users experienced several problems when attempting to access and lock rental properties using serial numbers during their self-guided tours. These issues included incorrect serial numbers, broken locks, and scratched-off codes, leading to higher support calls. In cases of multiple failed authentication attempts, users were blocked from the service, further escalating the problem.
Confirm securely through our text verification
Next
Skip
Input the serial number into your phone located on top of the door lock
Next
Skip
Verify yourself by taking a selfie
Next
Skip
A/B Testing Solutions
We ran A/B tests comparing the serial number, text verification, and selfie verification to determine the most user-friendly option for property access.
User Preferences Revealed:
Early results showed that users preferred serial number verification but appreciated having alternative methods like text verification as a backup when the serial number failed.
Key Design Solutions:
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New Button for Serial Number Issues: I added a secondary button on the serial number screen, asking users if they were having issues. This replaced the old "Report an Issue" button that led to a dead-end.
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Timed Modal for Assistance: If users remained on the serial number screen too long, a modal would appear asking if they were having trouble. This allowed them to submit a report that would be sent to Rently and the property manager, with an option to skip the serial number step and continue the tour.
Scope Adjustment
Midway through, we decided to modify serial number verification. If a user experiences an issue with a serial number, they are now allowed to skip the step and proceed to the door, as they’ve already undergone a background check during account creation. This made additional verification unnecessary for resolving serial number issues.
Additional Feature:
We introduced a reporting feature that allows users to report issues directly to property managers, facilitating quicker resolutions for any problems encountered.
What is happening on your end?
Type any other information
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The key is missing
Lockbox is not found
The property is currently inhabited
Lock isn’t working
Report an issue
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Live chat
Uh-oh! Despite our best efforts to make things seamless, something seems off.
What issues are you having with the serial number?
Serial number is missing
Serial number is wrong
Lockbox is missing or damaged
Type any other information
Other
Submit
Close
Let's continue!
Continue your tour despite a potential serial number discrepancy! We're addressing the issue. Feel free to proceed with your exploration.
Continue
What issues are you having with the serial number?
Serial number is missing
Serial number is wrong
Lockbox is missing or damaged
Type any other information
Other
Submit
Close
Are you having issues with the serial number?
Yes
No
Consistent & Modern Design
As the new Product Designer responsible for the self-guided tour flow, I found that multiple designers had previously worked on this flow, resulting in an inconsistent and outdated experience. User feedback revealed that the interface felt confusing and old-fashioned. I took the initiative to revitalize the design by updating the illustrations and integrating a new design system, which brought consistency and cohesion to the entire user journey.
A User- Centric Approach:
I reviewed each screen, addressing layout issues and refining the language. My goal was to ensure clarity by continuously asking, "If I were a new user, would this flow make sense?" Using insights from AskNicely and Heap, I tailored the flow to address user pain points directly.
Key Design Solutions:
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Before: Previously, if users encountered issues with the serial number—such as an incorrect or missing serial number—they had no other option but to report the problem. However, once the report was submitted, the process led to a dead-end, with no further action available to the user.
Below image: Top left
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Change #1 - I replaced the old "Report an Issue" button with an "Issues with Serial Number" option. When selected, this directs users to a data collection page where they can provide detailed information about the issue. This report is then sent to property managers.
Below image: Top right
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Change #2 - After submitting the issue report, users now have the option to skip the serial number step altogether and proceed to access the property, ensuring a smoother experience.
Below image: Buttom left
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Timed Modal for Assistance: If users remain on the serial number screen for too long, a modal appears asking if they’re having trouble. This allows them to submit a report, which is sent to Rently and the property manager, along with an option to skip the serial number step and continue the tour.
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Below image: Button right
A/B Testing Solutions
We ran A/B tests comparing the serial number, text verification, and selfie verification to determine the most user-friendly option for property access.
User Preferences Revealed:
Early results showed that users preferred serial number verification but appreciated having alternative methods like text verification as a backup when the serial number failed.
Key Design Solutions:
-
New Button for Serial Number Issues:
I added a secondary button on the serial number screen, asking users if they were having issues. This replaced the old "Report an Issue" button, which previously led to a dead-end.
-
Timed Modal for Assistance:
If users remain on the serial number screen for too long, a modal appears asking if they’re having trouble. This allows them to submit a report, which is sent to Rently and the property manager, with the option to skip the serial number step and continue the tour.
Find the lockbox
The smart lock is located near the front door. Find the serial number on the top of the lock. Input visible serial number on your phone.
Input the serial number below
Avoid saring the serial number to protect future renters and the property.
Get access code
Issue with serial number?
Modal appears after 40 seconds of idle time
Are you having issues with the serial number?
Yes
No
What issues are you having with the serial number?
Serial number is missing
Serial number is wrong
Lockbox is missing or damaged
Other
Submit
Close
Let's continue!
Continue your tour despite a potential serial number discrepancy! We're addressing the issue. Feel free to proceed with your exploration.
Continue
Unlock smartlock
Type in the code below on the physical lock and push the check mark button.
Smartlock access code
Avoid sharing the serial number to protect future renters and the property.
Start tour
Trouble gaining access?