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Understanding community experiences : Nextdoor
Self-Initiated . 2021 . Individual work
User Experience Research |  Product Case Study
Nextdoor is the neighborhood hub for trusted connections and the exchange of helpful information, goods, and services. We believe that by bringing neighbors together, we can cultivate a kinder world where everyone has a neighborhood they can rely on. Building connections in the real world is a universal human need. That truth, and the reality that neighborhoods are one of the most important and useful communities in our lives have been guiding principles for Nextdoor.
OVERVIEW
Why Nextdoor?
I thrive in settings that have a deep social purpose, and I felt like Nextdoor had a clear purpose of creating a kinder world where one could rely on their neighbourhood.  Having faced loneliness when I first moved to the US, I realised how important having a strong community around you means. Nextdoor caters to this exact issue in the western society and I felt like I could connect to the problem. Finally, I was also able to find users to interview within my neighbourhood and network to understand pain points.
TOOLS
Figma
Pen & Paper
TIMELINE
1 week
THE PROCESS
The Problem
Qualitative  user Research
To understand multiple painpoints of users on the platform, I used the following sources:
A. Social media comments, tweets, threads and posts.
B. Rating and review sites.
INSIGHTS
I tried to figure out what major concerns and complaints of users are in their reviews and understand common buckets of patterns that overlap with a lot of people. Two of the main user concerns on the app were:

1.Verification and onboarding process
2.Censorship and account suspension

I chose the verification and onboarding process  because the censorship and account suspension process needed more insights on terms and conditions and revised policies of community behaviour and guidelines.
How might we create a quicker verification and onboarding process that is thorough but not restrictive?
Research
Current onboarding and verification user flow
EVALUATING THE VERIFCIATION FLOW
The process of Postal verification takes around 10 days as per Nextdoor. The app is still accessible in a very restricted format to unverified users which doesn’t let them interact with the community but only watch the existing posts. When a user is not invited by their neighbours, this verification process could have the following pros and cons:
10% of U.S. adults have a cell phone number that doesn’t match the state where they live.
When the address verification through billing address and the mail invitattion letter verification doesn’t work, users need to raise a ticket through the contact form and, which could take an additional few days.
IDEATION
To create a verification Similar to KYC ( Without the Financial Information )

1.Phone and Email Verification ( Existing )
2.Identity Verification : Photo ID Proof( Passport, State ID, Drivers’ License )
3.Live Photo ID through camera
4.Address Verification : Valid Government IDs, Utitilty Bills, Rental Agreement or Bank Statement.
5.Physical mail check through Invitation code.
proposed onboarding and verfication flow
the proposal
ONBOARDING and VERIFICATION USER FLOW
CONTENT VISIBILITY SETTINGS
REFLECTIONs
Exercise and experience
A lot of my previous work has been creating products from scratch. This challenge helped me understand current user problems and redesign a feature based on it to improve the user experience was tough. Nextdoor has a huge adept user experience team and has overcome hard battles since inception. I had to think why the the feature didn’t already exist and what possible contraints could be.
What could have been done differently?
If I had more time and resources for this project, I would have conducted more primary interviews to understand key insights with the interface and experience of the product. It would have also helped me to get feedback from the users for the proposal and test the usability of the new verification process.
View on a laptop for a better experience!