Improving Intake and Repeat-Customer Access for a Service Business

The Question

How can the intake process remain thorough while making repeat submissions faster and more reliable for frequent customers?

Approach

I reviewed the existing intake flow to identify points of friction and unnecessary repetition. From there, I designed a login-based experience that allowed repeat customers to submit requests more efficiently while preserving the required data for internal use.

What Was Created

• Simplified intake form structure

• Login layer for repeat customers

• Workflow to support faster, more consistent submissions

Outcome

The updated process reduced friction for frequent customers and improved the consistency of incoming information, supporting smoother internal operations without sacrificing data quality.