Reimagining Vendor Onboarding Experience
Overview
Vendor onboarding at ServiceLink was a disjointed, manual process. Appraisers worked through long, error-prone forms, emailed documents back and forth with operations, and waited weeks to be approved.
I redesigned the experience so appraisers can complete their application quickly and correctly, without help from operations. The new flow replaces form-filling with a guided Q&A, automates anything that can be validated or carried over, and turns coverage and pricing into simple choices appraisers already understand.
Impact
Two weeks of back-and-forth became a five-minute application.
~2 weeks
Application to approval, before
5 min
To finish the application
2–3 days
Until approval comes back
Major enhancements
Four changes behind the faster application, each shown before and after.
Q&A experience
Before
Applicants filled out legal forms like the W-9 themselves, field by field. Many didn’t know how, labels were ambiguous, and inaccurate form fills drove most of the back-and-forth with our internal team.
After
Applicants answer plain-language questions that make clear exactly what’s needed, and the system generates the completed documents for them to sign. They think less, know less, and do less, and the forms still come out correct.
Live prototype
Front end built with Claude Code + Figma MCP, then handed to engineering
Let’s fill out your W-9
Automation
Before
Applicants typed the same long-winded information over and over, then emailed documents to the operations team, who validated everything by hand. The address is one example: names, tax details, and contact info were asked for again and again across questions and documents.
After
Applicants enter less, and operations validates less.
Enter a license number and state
That’s all appraisers type. ASC.gov validates the license through an API call.
Easier coverage selection
Before
Appraisers specified the areas they cover by clicking counties and zipcodes one at a time on a map.
After
Counties within 25 miles are pre-selected. Appraisers can search by county or zipcode, or draw their coverage area freely on the map.
Live prototype
Front end built with Claude Code + Figma MCP, then handed to engineering
Specify Where You’d Like to Receive Your Orders
Search and select counties/zipcodes from the left, or select them on the map
Easier product and pricing setup
Before
To choose the types of appraisals they take on and set their fees, appraisers scrolled through 100+ options listed under ServiceLink’s internal product names, which most didn’t recognize, and priced every single one.
After
Appraisers price what they offer, once.