Johnson Ma

Rethinking
Rental
Security

Rethinking
Rental
Security

Rethinking
Rental
Security

Rethinking
Rental
Security

Rethinking
Rental
Security

8 - 10 minute read

8 - 10 minute read

Johnson Ma

Johnson Ma

Background

Background

01

01

Rently, a B2B2C prop-tech company providing software and hardware solutions for self-guided tours (SGT) experienced a rise in rental scams. As a result, clients began churning. To address this, my team and I focused on enhancing our security offerings to combat scams and retain clients.

Rently, a B2B2C prop-tech company providing software and hardware solutions for self-guided tours (SGT) experienced a rise in rental scams. As a result, clients began churning. To address this, my team and I focused on enhancing our security offerings to combat scams and retain clients.

Project Details

02

Project Details

02

Role

UX/UI Designer

UX/UI Designer

Timeline

8 months - launched October 2023

8 months - launched October 2023

Tools

Figma, VWO, Heap, User Testing, Power BI

Figma, VWO, Heap, User Testing, Power BI

Project Details

02

Role

UX/UI Designer

Timeline

8 months - launched October 2023

Tools

Figma, VWO, Heap, User Testing, Power BI

Overview

03

Problem

Problem

Property managers have been leaving Rently due to a rise in rental scams. Although Rently has worked to increase security and reduce scams, many clients have failed to activate security features before churning from our services.

Property managers have been leaving Rently due to a rise in rental scams. Although Rently has worked to increase security and reduce scams, many clients have failed to activate security features before churning from our services.

Solution

Solution

The Security Settings dashboard consolidates Rently’s security features into a convenient interface, allowing property managers to customize security preferences to suit their needs.

The Security Settings dashboard consolidates Rently’s security features into a convenient interface, allowing property managers to customize security preferences to suit their needs.

Outcome

Outcome

Since the launch of Security Settings, prospect-reported scams have decreased by 62.5%, dropping from an average of 64 per month to 24, with over 30,000 bad or suspicious actors identified. More than 210 enterprise and small-to-medium business clients have adopted Security Settings, resulting in a 40% reduction in security-related client churn. Additionally, our overall customer satisfaction (CSAT) security score improved from -10 to 5, highlighting the positive impact of this initiative.

Since the launch of Security Settings, prospect-reported scams have decreased by 62.5%, dropping from an average of 64 per month to 24, with over 30,000 bad or suspicious actors identified. More than 210 enterprise and small-to-medium business clients have adopted Security Settings, resulting in a 40% reduction in security-related client churn. Additionally, our overall customer satisfaction (CSAT) security score improved from -10 to 5, highlighting the positive impact of this initiative.

62%

62%

Decrease in prospect-reported scams

Decrease in prospect-reported scams

30,000+

30,000+

Bad or suspicious actors caught

Bad or suspicious actors caught

40%

40%

Decrease in
security-related churn

Decrease in security-related churn

Overview

03

Project Details

02

Role

UX/UI Designer

Timeline

8 months - launched October 2023

Tools

Figma, VWO, Heap, User Testing, Power BI

Project Details

02

Role

UX/UI Designer

Timeline

8 months - launched October 2023

Tools

Figma, VWO, Heap, User Testing, Power BI

Project Details

02

Role

UX/UI Designer

Timeline

8 months - launched October 2023

Tools

Figma, VWO, Heap, User Testing, Power BI

Research

04

Research

04

Learning From Customers

Learning From Customers

User Interviews

In 2023, a surge in rental scams led property managers to leave Rently. Our customer success team notified my product manager and me of the potential churn cases. We were then pulled into client calls for damage control and feedback.


What initially started as a single client call spread like wildfire. Soon, we were brought into daily security-related churn calls, and the data we collected showed that something had to be done. We learned that property management companies and renters were leaving Rently in droves due to concerns about our ability to provide secure, self-guided touring experiences. The feedback we received highlighted the need for improved security measures and better communication about our existing security protocols.

In 2023, a surge in rental scams led property managers to leave Rently. Our customer success team notified my product manager and me of the potential churn cases. We were then pulled into client calls for damage control and feedback.


What initially started as a single client call spread like wildfire. Soon, we were brought into daily security-related churn calls, and the data we collected showed that something had to be done. We learned that property management companies and renters were leaving Rently in droves due to concerns about our ability to provide secure, self-guided touring experiences. The feedback we received highlighted the need for improved security measures and better communication about our existing security protocols.

Research – Security Data (Total Prospect Reported Scams: Aug. 2022 – Sept. 2023)
Research – Security Data
(Total Prospect Reported Scams: Aug. 2022 – Sept. 2023)
Research – Security Data
(Total Prospect Reported Scams: Aug. 2022 – Sept. 2023)

We then formalized the client calls into semi-structured user interviews to delve deeper into these claims. Through open-ended questioning, we encouraged interviewees to voice their unique pain points, recognizing that the challenges were case-dependent. What is a primary concern for one client may be a non-issue for another, and we were committed to understanding and addressing all perspectives.


We facilitated 17 client user interviews, including enterprises, small-medium businesses (SMB), and prospective renters (prospects).

We then formalized the client calls into semi-structured user interviews to delve deeper into these claims. Through open-ended questioning, we encouraged interviewees to voice their unique pain points, recognizing that the challenges were case-dependent. What is a primary concern for one client may be a non-issue for another, and we were committed to understanding and addressing all perspectives.


We facilitated 17 client user interviews, including enterprises, small-medium businesses (SMB), and prospective renters (prospects).

Renters Are Losing Trust

Renters Are Losing Trust

Our prospect interviews revealed a significant issue. Most scams involve social engineering, a tactic where scammers manipulate victims into taking action. For instance, scammers might pose as property managers, to entice renters to take a tour via SGT followed by coercion to pressure the prospect into sending a security deposit. The theft of this deposit would cause financial loss and undermine their trust in Rently's security and consequently, our reputation.


We validated the anecdotal evidence by cross-referencing our customer satisfaction (CSAT) - security ratings. Our CSAT security score, a meager 1.76 out of 5, indicated overall dissatisfaction towards our security. Thus it was evident that enhancing our security was a necessity and a key step towards restoring our customers' trust in Rently.

Our prospect interviews revealed a significant issue. Most scams involve social engineering, a tactic where scammers manipulate victims into taking action. For instance, scammers might pose as property managers, to entice renters to take a tour via SGT followed by coercion to pressure the prospect into sending a security deposit. The theft of this deposit would cause financial loss and undermine their trust in Rently's security and consequently, our reputation.


We validated the anecdotal evidence by cross-referencing our customer satisfaction (CSAT) - security ratings. Our CSAT security score, a meager 1.76 out of 5, indicated overall dissatisfaction towards our security. Thus it was evident that enhancing our security was a necessity and a key step towards restoring our customers' trust in Rently.

Research - Overall CSAT scores
CSAT is a scale of 1 to 5, from 1 to 5, with 1 indicating very dissatisfaction and 5 indicating very satisfaction. Here, the Rently CSAT score of 1.76 reflects a mostly dissatisfied sentiment among users regarding our security.
CSAT is a scale of 1 to 5, from 1 to 5, with 1 indicating very dissatisfaction and 5 indicating very satisfaction. Here, the Rently CSAT score of 1.76 reflects a mostly dissatisfied sentiment among users regarding our security.
Research - CSAT renter comments
Research – Security Data (Total Prospect Reported Scams: Aug. 2022 – Sept. 2023)
Research - CSAT renter comments

Management At Odds

Management At Odds

Shifting our focus to property managers, we interviewed ten business clients to understand how scams have impacted their markets and the effectiveness of Rently's security responses.


Our findings were alarming. Several property management companies reported a significant surge in social engineering scams. Even more concerning was that their existing countermeasures, such as contacting local law enforcement, conducting frequent property checks, and distributing security flyers, were largely ineffective.

Shifting our focus to property managers, we interviewed ten business clients to understand how scams have impacted their markets and the effectiveness of Rently's security responses.


Our findings were alarming. Several property management companies reported a significant surge in social engineering scams. Even more concerning was that their existing countermeasures, such as contacting local law enforcement, conducting frequent property checks, and distributing security flyers, were largely ineffective.

Our interviews also revealed a notable gap in managers' comprehension of the Rently Manager Portal (Manager Portal). A pivotal tool that is the central hub for configuring their listings and self-guided tour settings. While managers were adept at using some tools for daily operations, other tools, like the watermarking feature, which adds a unique identifier to each property photo, were often overlooked due to difficulty finding features or misconfiguring established settings.


This realization was a eureka moment for our team. It explained why some clients were churning without using the security features—they didn't know they existed! However, this also highlighted the potential of Rently's security features, a potential that was validated when our interviewees expressed interest in activating the security features moments after we demonstrated how they worked.


While the positive reception was heartening, it underscored the urgent need for improvement. This prompted us to conduct usability testing of our security feature setup to better understand how our clients interacted with our security products.

Research - User Interview responses (qualitative data)

Our interviews also revealed a notable gap in managers' comprehension of the Rently Manager Portal (Manager Portal). A pivotal tool that is the central hub for configuring their listings and self-guided tour settings. While managers were adept at using some tools for daily operations, other tools, like the watermarking feature, which adds a unique identifier to each property photo, were often overlooked due to difficulty finding features or misconfiguring established settings.


This realization was a eureka moment for our team. It explained why some clients were churning without using the security features—they didn't know they existed! However, this also highlighted the potential of Rently's security features, a potential that was validated when our interviewees expressed interest in activating the security features moments after we demonstrated how they worked.


While the positive reception was heartening, it underscored the urgent need for improvement. This prompted us to conduct usability testing of our security feature setup to better understand how our clients interacted with our security products.

Research

04.01

Uncovering Pain Points Through Testing

Uncovering Pain Points Through Testing

Uncovering Pain Points Through Testing

Usability Testing

We conducted five usability tests on the watermarking feature, asking participants to navigate to the Manager Portal and set up watermarks.


The results were concerning: only 3 out of 5 participants successfully completed the task. What should have been a quick and straightforward process—taking just a few seconds—took users an average of 2.23 minutes to complete.


These findings validated feedback from our user interviews, wherein managers highlighted poor feature discoverability as a major pain point for why they didn't activate certain security features.

We conducted five usability tests on the watermarking feature, asking participants to navigate to the Manager Portal and set up watermarks.


The results were concerning: only 3 out of 5 participants successfully completed the task. What should have been a quick and straightforward process—taking just a few seconds—took users an average of 2.23 minutes to complete.


These findings validated feedback from our user interviews, wherein managers highlighted poor feature discoverability as a major pain point for why they didn't activate certain security features.

Research

04.01

Research - Usability Testing Watermark Setup

Furthermore, we discovered another pain point by watching participants try to activate watermarks. We noticed participants randomly clicked between each tab hoping to find the watermarking feature, which implied to us that the placement of the feature was atypical and did not fit within their mental models. For context, watermarks were found in Account > Settings > Customization > Watermarks, as highlighted in the images above.


We deduced that if participants knew about watermarks yet still struggled to activate the feature, then clients who did not know about the feature would have an even more difficult time. It seemed logical to us that poor feature discoverability contributed to poor conversion. Thus, despite Rently’s efforts to release new security features, these efforts would always fall short since clients remain unaware of the features or found them difficult to locate.


This highlighted a significant gap in our strategy to reduce churn. While we prioritized combating scams by introducing various security features, the perception of insufficient security persists. Clients are leaving not because the features don’t exist but because they are difficult to find and we did not offer sufficient signifiers for self-discovery.

Furthermore, we discovered another pain point by watching participants try to activate watermarks. We noticed participants randomly clicked between each tab hoping to find the watermarking feature, which implied to us that the placement of the feature was atypical and did not fit within their mental models. For context, watermarks were found in Account > Settings > Customization > Watermarks, as highlighted in the images above.


We deduced that if participants knew about watermarks yet still struggled to activate the feature, then clients who did not know about the feature would have an even more difficult time. It seemed logical to us that poor feature discoverability contributed to poor conversion. Thus, despite Rently’s efforts to release new security features, these efforts would always fall short since clients remain unaware of the features or found them difficult to locate.


This highlighted a significant gap in our strategy to reduce churn. While we prioritized combating scams by introducing various security features, the perception of insufficient security persists. Clients are leaving not because the features don’t exist but because they are difficult to find and we did not offer sufficient signifiers for self-discovery.

Research

04.02

Circular And Outdated

Circular And Outdated

Circular And Outdated

Contextual Inquiry

Next, we wanted to investigate the pain point of feature activation. During our user interviews, clients expressed that some security features, such as prescreening questions, had too many drawbacks. Specifically, they were troublesome to activate or update.


So, we conducted a contextual inquiry with our SMB client success managers (CSM) to better understand the prescreening setup and updating process. What we learned surprised us. For starters, prescreening questions weren't found anywhere in the client's Manager Portal; rather, they needed to be made aware of the feature before requesting to activate it. Additionally, while default questions could be swiftly applied to their settings, custom questions, whereby clients submitted their own questions, were another task altogether.


To customize a prescreening question, CSMs received the list of proposed questions and manually reviewed each one to avoid possible discriminatory or steering questions. Once approved, CSMs sent the questions to Rently administrators, who uploaded them to the client's account. The back-and-forth communication and multi-stage approval process often took weeks for a simple wording update.

Next, we wanted to investigate the pain point of feature activation. During our user interviews, clients expressed that some security features, such as prescreening questions, had too many drawbacks. Specifically, they were troublesome to activate or update.


So, we conducted a contextual inquiry with our SMB client success managers (CSM) to better understand the prescreening setup and updating process. What we learned surprised us. For starters, prescreening questions weren't found anywhere in the client's Manager Portal; rather, they needed to be made aware of the feature before requesting to activate it. Additionally, while default questions could be swiftly applied to their settings, custom questions, whereby clients submitted their own questions, were another task altogether.


To customize a prescreening question, CSMs received the list of proposed questions and manually reviewed each one to avoid possible discriminatory or steering questions. Once approved, CSMs sent the questions to Rently administrators, who uploaded them to the client's account. The back-and-forth communication and multi-stage approval process often took weeks for a simple wording update.

Research

04.02

Research - User Flow

By listening to our CSMs and watching them review then activate customized prescreening questions, the point was made clear. Our process had numerous inefficiencies and needed to change.

By listening to our CSMs and watching them review then activate customized prescreening questions, the point was made clear. Our process had numerous inefficiencies and needed to change.

Research

04.03

Defining Our Problem Statement

Defining Our Problem Statement

With our research complete, we were eager to move onto the ideation phase. But before we did so, we formulated our research learnings into a problem statement to guide our decision-making as we approached the ideation phase.

With our research complete, we were eager to move onto the ideation phase. But before we did so, we formulated our research learnings into a problem statement to guide our decision-making as we approached the ideation phase.

Problem Statement

Problem Statement

Property managers who are unfamiliar with the Manager Portal and are under time constraints require improved usability and enhanced feature visibility to effectively protect properties using self-guided touring technology.

Property managers who are unfamiliar with the Manager Portal and are under time constraints require improved usability and enhanced feature visibility to effectively protect properties using self-guided touring technology.

Additionally, we created a client-focused user persona, the "property manager" archetype to drive alignment between our team in the USA and our overseas Indian counterparts. We wanted to ensure that our entire team (e.g., developers, designers, product managers) could rally behind a figure in mind and empathize with their struggles when we designed solutions.

Additionally, we created a client-focused user persona, the "property manager" archetype to drive alignment between our team in the USA and our overseas Indian counterparts. We wanted to ensure that our entire team (e.g., developers, designers, product managers) could rally behind a figure in mind and empathize with their struggles when we designed solutions.

Research

04.03

Research - Persona (Property Manager)

Design

05

Questions And Ideas

Questions And Ideas

Ideation - HMW & Brainstorming

We began the design process with ideation. We broke down our problem statement into guiding "How Might We?" (HMW) prompts to set parameters for our possible solutions.

We began the design process with ideation. We broke down our problem statement into guiding "How Might We?" (HMW) prompts to set parameters for our possible solutions.

Next, we gathered diverse participants, including engineers, designers, and managers, to brainstorm solutions based on the HMW prompts. The goal was divergence since we wanted participants to share as many ideas as possible regardless of feasibility. We would later converge and narrow our ideas into solutions.

Next, we gathered diverse participants, including engineers, designers, and managers, to brainstorm solutions based on the HMW prompts. The goal was divergence since we wanted participants to share as many ideas as possible regardless of feasibility. We would later converge and narrow our ideas into solutions.

Design

05

Research - How Might We…

Participants were gathered in a room and given 5 minutes per HMW statement to ideate as many solutions as possible. Then, they described each idea in greater detail to the entire group.


As ideas were freely shared and elaborated, we used them to generate further sticky notes based on the discussion.

Participants were gathered in a room and given 5 minutes per HMW statement to ideate as many solutions as possible. Then, they described each idea in greater detail to the entire group.


As ideas were freely shared and elaborated, we used them to generate further sticky notes based on the discussion.

Design

05.01

Sorting Ideas Into Action

Sorting Ideas Into Action

Ideation - Affinity Mapping

Once brainstorming was complete, we organized the mess of sticky notes via an affinity mapping exercise.


Participants organized sticky notes based on their relationships and labeled each group under categories such as "customization" or "gamification." As ideas were organized, a pattern began to emerge. The concept of a dashboard that consolidated all of our security features under a single tab gained traction.


Our team was hooked; the more we discussed the dashboard concept, the more it made sense. Given the number of available security features and their displacement, it made sense to consolidate them under a single tab for visibility and discovery. As our research identified, managers who struggled to find features were less likely to utilize them. So, by placing all existing and future security features in a single location, we would create the necessary signifiers for managers to find security features the next time.


Soon, our team was buzzing with questions about whether we could also allow managers to customize their SGT security directly within the dashboard. If so, this would help our feature activation pain point (e.g., prescreening questions) by removing CSM reliance and placing clients directly in control of their security.

Once brainstorming was complete, we organized the mess of sticky notes via an affinity mapping exercise.


Participants organized sticky notes based on their relationships and labeled each group under categories such as "customization" or "gamification." As ideas were organized, a pattern began to emerge. The concept of a dashboard that consolidated all of our security features under a single tab gained traction.


Our team was hooked; the more we discussed the dashboard concept, the more it made sense. Given the number of available security features and their displacement, it made sense to consolidate them under a single tab for visibility and discovery. As our research identified, managers who struggled to find features were less likely to utilize them. So, by placing all existing and future security features in a single location, we would create the necessary signifiers for managers to find security features the next time.


Soon, our team was buzzing with questions about whether we could also allow managers to customize their SGT security directly within the dashboard. If so, this would help our feature activation pain point (e.g., prescreening questions) by removing CSM reliance and placing clients directly in control of their security.

Design

05.01

Design

05.02

What Do Our Client's Think?

What Do Our Client's Think?

Design - MVP & Client Validation

Given our urgency, we swiftly redirected our efforts toward creating a low-fidelity minimum viable product (MVP) for the dashboard, focusing mainly on prescreening questions. We recognized that the challenges related to prescreening questions were part of broader issues concerning our security's usability and discoverability. To address this, we used the dashboard concept as a targeted solution, aiming to tackle these specific challenges and establish a scalable framework that could extend to other security features in the future.

Given our urgency, we swiftly redirected our efforts toward creating a low-fidelity minimum viable product (MVP) for the dashboard, focusing mainly on prescreening questions. We recognized that the challenges related to prescreening questions were part of broader issues concerning our security's usability and discoverability. To address this, we used the dashboard concept as a targeted solution, aiming to tackle these specific challenges and establish a scalable framework that could extend to other security features in the future.

Design

05.02

Manager Portal - Prescreening Question Setup (Client Facing)

Manager Portal - Prescreening Question Setup (Client Facing)

Before
After

Updated Prescreening Questions (Renter Facing)

Updated Prescreening Questions (Renter Facing)

Updated the UI to enhance the prescreening question layout. The new design, informed by client feedback, allows renters to review and confirm their responses, reducing the likelihood of false positives.

Updated the UI to enhance the prescreening question layout. The new design, informed by client feedback, allows renters to review and confirm their responses, reducing the likelihood of false positives.

Before
After

Updated Prescreening Questions (Renter Facing)

Updated the UI to enhance the prescreening question layout. The new design, informed by client feedback, allows renters to review and confirm their responses, reducing the likelihood of false positives.

With our MVP complete, we contacted clients we had previously interviewed for feedback and validation. Although we intended to contact at least five clients, it quickly became apparent that our research had paid off. Clients embraced our approach and even provided extensive feedback for additional features such as increased prescreening question count and limitations on repeated tours.


So, after weeks of research, stakeholder meetings, and ideation sessions, we felt we had finally made a breakthrough. With our dashboard concept validated, we scaled the design to integrate the rest of our security features.

With our MVP complete, we contacted clients we had previously interviewed for feedback and validation. Although we intended to contact at least five clients, it quickly became apparent that our research had paid off. Clients embraced our approach and even provided extensive feedback for additional features such as increased prescreening question count and limitations on repeated tours.


So, after weeks of research, stakeholder meetings, and ideation sessions, we felt we had finally made a breakthrough. With our dashboard concept validated, we scaled the design to integrate the rest of our security features.

Design

05.03

Challenges And Compromises

Challenges And Compromises

Design - Card Sorting & Iterative Prototyping

We needed to move 14 security features from our platform to our new "Security Settings" dashboard. Time constraints were significant, as the extensive design and development effort could take weeks to months to complete. Therefore, we turned to card-sorting to restructure which set of features to design and develop first.


We started with an open card-sorting session involving internal stakeholders with client-facing experience to group our 14 security features into groups based on their similarities. For example, "critical alert" emails were grouped alongside "touring issue alerts" since prospects reported both while touring. Once all 14 features were grouped, stakeholders labeled the groups accordingly, creating four categories: scheduling, touring, notifications, and fake listing monitoring (a separate feature).

We needed to move 14 security features from our platform to our new "Security Settings" dashboard. Time constraints were significant, as the extensive design and development effort could take weeks to months to complete. Therefore, we turned to card-sorting to restructure which set of features to design and develop first.


We started with an open card-sorting session involving internal stakeholders with client-facing experience to group our 14 security features into groups based on their similarities. For example, "critical alert" emails were grouped alongside "touring issue alerts" since prospects reported both while touring. Once all 14 features were grouped, stakeholders labeled the groups accordingly, creating four categories: scheduling, touring, notifications, and fake listing monitoring (a separate feature).

Design - Card Sorting

With card sorting was complete, our next step was to focus design and user-testing on the "Scheduling" segment of the dashboard, followed by "Touring," "Notifications," and finally, "Fake Listing Monitoring."

With card sorting was complete, our next step was to focus design and user-testing on the "Scheduling" segment of the dashboard, followed by "Touring," "Notifications," and finally, "Fake Listing Monitoring."

Design

05.03

Design

05.04

Prioritizing User Needs

Prioritizing User Needs

Design - High Fidelity Prototyping

We designed the "Scheduling" dashboard to address the issues identified during prescreening, prioritizing the user experience over simply increasing fidelity.


Our primary user, the property manager, needed a visually intuitive dashboard that was easy to navigate and could be completed without assistance from a CSM. Additionally, the setup for each feature (e.g., prescreening, requesting a self-showing) should be introduced gradually rather than all at once, as gleaned from our prescreening question MVP.

We designed the "Scheduling" dashboard to address the issues identified during prescreening, prioritizing the user experience over simply increasing fidelity.


Our primary user, the property manager, needed a visually intuitive dashboard that was easy to navigate and could be completed without assistance from a CSM. Additionally, the setup for each feature (e.g., prescreening, requesting a self-showing) should be introduced gradually rather than all at once, as gleaned from our prescreening question MVP.

Design

05.04

Design - Security Settings "Scheduling" Dashboard

Step 1

Homepage

Homepage

Homepage

Step 2

Pre-screening

Pre-screening

Pre-screening

Step 3

Showing limits

Showing limits

Showing limits

Step 4

Select markets

Select markets

Select markets

Step 5

Complete

Complete

Complete

So, after numerous design workshop sessions and user-testing rounds, we felt we had finally struck a balance between usability and simplicity. Not wanting to overwhelm the user with information, we positioned the most secure feature (Request self-showing) at the top and opted to leverage a navigation button to lead the user through a gradual setup flow, whereby each step is revealed upon completing the previous step. Additionally, we introduced an expandable info modal to contextualize the benefits of each security feature and how it impacts the client's self-guided touring security.

So, after numerous design workshop sessions and user-testing rounds, we felt we had finally struck a balance between usability and simplicity. Not wanting to overwhelm the user with information, we positioned the most secure feature (Request self-showing) at the top and opted to leverage a navigation button to lead the user through a gradual setup flow, whereby each step is revealed upon completing the previous step. Additionally, we introduced an expandable info modal to contextualize the benefits of each security feature and how it impacts the client's self-guided touring security.

Evaluation

06

A New Frontier

A New Frontier

Data Evaluation- Security Settings Impact
Data Evaluation- Security Settings Impact

After extensive research, design, and testing, we launched the "Security Settings" dashboard in October 2023. At the start of this project, clients were leaving our services in droves due to security concerns, but today, we have successfully reversed the downward trend.


In the chart below, the months from February to August 2023 marked the peak of scams affecting clients' listings, with an average of 64 scams reported monthly. However, by October, when Security Settings was released, the number of scams reported by prospects fell to fewer than 24 reported per month, representing an average decrease of 62.5 percent!

After extensive research, design, and testing, we launched the "Security Settings" dashboard in October 2023. At the start of this project, clients were leaving our services in droves due to security concerns, but today, we have successfully reversed the downward trend.


In the chart below, the months from February to August 2023 marked the peak of scams affecting clients' listings, with an average of 64 scams reported monthly. However, by October, when Security Settings was released, the number of scams reported by prospects fell to fewer than 24 reported per month, representing an average decrease of 62.5 percent!

Evaluation

06

Research – Security Data (Total Prospect Reported Scams: Aug. 2022 – Feb. 2024)
Research – Security Data
(Total Prospect Reported Scams: Aug. 2022 – Feb. 2024)
Research – Security Data
(Total Prospect Reported Scams: Aug. 2022 – Feb. 2024)
Research – Security Data
(Total Prospect Reported Scams: Aug. 2022 – Feb. 2024)
Research – Security Data (Security-related Churn: Mar. 2023 – Feb. 2025)
Research – Security Data
(Security-related Churn: Mar. 2023 – Feb. 2025)
Research – Security Data
(Security-related Churn: Mar. 2023 – Feb. 2025)
Research – Security Data
(Security-related Churn: Mar. 2023 – Feb. 2025)

From January 2024 to February 2025, the peak was 8,000 bans per month. Since then, the number has decreased by an average of 3,000 to approximately 5,000 bans per month, reflecting a 37.5 percent reduction!

From January 2024 to February 2025, the peak was 8,000 bans per month. Since then, the number has decreased by an average of 3,000 to approximately 5,000 bans per month, reflecting a 37.5 percent reduction!

From January 2024 to February 2025, the peak was 8,000 bans per month. Since then, the number has decreased by an average of 3,000 to approximately 5,000 bans per month, reflecting a 37.5 percent reduction!

Research – Security Data (Total Scams Reported: Aug. 2022 – Feb. 2024)
Research – Security Data
(Total Scams Reported: Aug. 2022 – Feb. 2024)
Research – Security Data
(Total Scams Reported: Aug. 2022 – Feb. 2024)
Research – Security Data
(Total Scams Reported: Aug. 2022 – Feb. 2024)

From January 2024 to February 2025, the peak was 8,000 bans per month. Since then, the number has decreased by an average of 3,000 to approximately 5,000 bans per month, reflecting a 37.5 percent reduction!

From January 2024 to February 2025, the peak was 8,000 bans per month. Since then, the number has decreased by an average of 3,000 to approximately 5,000 bans per month, reflecting a 37.5 percent reduction!

From January 2024 to February 2025, the peak was 8,000 bans per month. Since then, the number has decreased by an average of 3,000 to approximately 5,000 bans per month, reflecting a 37.5 percent reduction!

Research - User Interview responses (qualitative data)
Research - How Might We…
Research - How Might We…
Research - How Might We…
Research - User Flow

Evaluation

06.01

Security Settings

Security Settings

Security Settings

Security Settings

Security Settings

An all-in-one security dashboard that enables property managers to customize and activate self-guided touring security.

An all-in-one security dashboard that enables property managers to customize and activate self-guided touring security.

Evaluation

06.01

Scheduling

Scheduling

Scheduling

Scheduling

Scheduling

Feature

Control the security screening process for renters requesting tours of your listings. First, set up prescreening questions, then filter out incorrect responses to trigger follow-up security measures such as manager verification, SafeMode, and more.

Control the security screening process for renters requesting tours of your listings. First, set up prescreening questions, then filter out incorrect responses to trigger follow-up security measures such as manager verification, SafeMode, and more.

Control the security screening process for renters requesting tours of your listings. First, set up prescreening questions, then filter out incorrect responses to trigger follow-up security measures such as manager verification, SafeMode, and more.

Touring

Touring

Touring

Touring

Touring

Feature

Set security parameters for renter touring activity by limiting repeat tours, watermarking listing images, or requiring a security check before renters enter your property.

Set security parameters for renter touring activity by limiting repeat tours, watermarking listing images, or requiring a security check before renters enter your property.

Notifications

Notifications

Notifications

Notifications

Notifications

Feature

Configure recipients for security notifications triggered by renter reports during tours or detected threats from Smart Home devices.

Configure recipients for security notifications triggered by renter reports during tours or detected threats from Smart Home devices.

Evaluation

06.02

Next Steps Underway

Next Steps Underway

Implementation - Next Steps

What began as an urgent request from our CSMs to assist a churning client has evolved into a comprehensive Security Settings dashboard that is now central to our security strategy. As of this writing, all remaining sections—Touring, Notifications, Fake Listing Monitoring, and an Advanced Settings option—have been fully implemented. Over 210 clients have adopted Security Settings, helping them identify more than 30,000 instances of fraudulent activity. If clients were once unaware of our security features and their impact, they certainly aren’t anymore.


And we're just getting started. The success of Security Settings has sparked valuable client feedback, including a growing interest in data that reflects the impact of their security setup. Additionally, there are opportunities to enhance the usability and adoption of our features. Needless to say, we have our work cut out for us!

What began as an urgent request from our CSMs to assist a churning client has evolved into a comprehensive Security Settings dashboard that is now central to our security strategy. As of this writing, all remaining sections—Touring, Notifications, Fake Listing Monitoring, and an Advanced Settings option—have been fully implemented. Over 210 clients have adopted Security Settings, helping them identify more than 30,000 instances of fraudulent activity. If clients were once unaware of our security features and their impact, they certainly aren’t anymore.


And we're just getting started. The success of Security Settings has sparked valuable client feedback, including a growing interest in data that reflects the impact of their security setup. Additionally, there are opportunities to enhance the usability and adoption of our features. Needless to say, we have our work cut out for us!

Evaluation

06.02

© 2025

© 2025

Johnson Ma