Optimizing Check Deposits:
A Housecall Pro Case Study

Context and Background

About Housecall Pro

Housecall Pro is a comprehensive service management software for home service professionals, including plumbers, electricians, HVAC technicians, and cleaning services.

What does it do?

• Automates tasks like scheduling, dispatching, and communication.
• Provides a mobile app for efficient on-site work and online booking tools.
• Offers valuable insights with real-time reporting and analytics to optimize the business.

My Role

As Senior Product Designer, I led design phases and monitored task progression, keeping stakeholders and team members informed.

Why Mobile Check Deposit Matters

Mobile Check Deposit addresses widespread check use in the U.S., simplifying how home service professionals get paid. By integrating deposits into Housecall Pro, we save technicians time and align with the platform’s all-in-one vision.

• Market relevance: Checks remain popular in the U.S., with 11 billion processed annually. Within Housecall Pro, checks account for 30% of transactions.
• User demand: Users frequently receive check payments; instant deposits within the app address this pain point.
• Efficiency: Technicians save time by eliminating bank visits.
• Strategic alignment: Supports Housecall Pro’s goal of being a comprehensive tool for business needs, including financial transactions.

Validating the challenges & direction

Gathering Feedback from Alpha Users

I combined follow-up calls, emails, direct alpha user feedback, usage analytics, and user interviews to gather comprehensive input. Consolidating all data in one place allowed me to identify recurring pain points and prioritize critical issues.

Key findings

“When I attempted a deposit, I wasn’t sure how close I was to my limit. The app didn’t show real-time usage, and I ended up getting an unexpected rejection.”

Unclear limit visibility — users didn’t know how close they were to their limit in real time, leading to unexpected rejections.

“Once I hit my limit, I had no idea when it would reset. This uncertainty made planning my deposits really challenging.”

Ambiguous reset timing — when the limit was hit, users had no idea when it would reset.

High frequency of near-limit deposits. Usage analytics revealed that nearly 50% of deposit attempts occur when users have reached 70–90% of their limit, indicating a critical need for better real-time limit visibility.

“Exceeding the limit disrupts my workflow. I need clear guidance on what happens next, whether I should wait for a reset, contact support, or try a different approach.”

Frustration over process interruptions — users needed clear next steps when a deposit was rejected.

Aligning with Roadmap and Choosing Direction

• Roadmap alignment: Reviewed prioritized feedback in the context of our product roadmap.
• Beta release preparation: Identified the beta release as the next key milestone.
• Stakeholder discussions: Collaborated with fintech stakeholders to identify critical blockers.

Team Alignment and Problem Understanding

Understanding the problem

In the “Understanding” phase, we focused on mapping “Jobs to be Done” and pain points using data from user interviews and MVP feedback I’d gathered earlier.

Competitors Analysis

I analyzed competitors’ interactions from pre-MVP research. I efficiently used a Slack request to gather application screenshots. This analysis guided our MVP design and fostered cross-functional teamwork and project ownership.

• Transparent limit display: Competitors often provide a clear, real-time display of remaining limits on the main transaction screen, helping users avoid unexpected rejections.
• User education & onboarding: Many competitors incorporate tooltips, tutorials, or FAQs during setup, ensuring first-time users understand how limits work and how they can be managed.
• Multi-channel notifications: Competitors may notify users via email, SMS, or push notifications when they approach or exceed their limits, ensuring timely awareness.
• Clear recovery paths: Competitors provided explicit instructions when a limit was reached — wait times, contact routes, alternative actions.

Validating Design

Planning and Conducting Usability Tests

We validated design assumptions with real users via prototype usability tests. I invited MVP testers and new users and conducted 7 tests for feedback. The Product Manager helped by taking notes and asking follow-up questions.

Insights and Actionable Feedback

After usability tests, I compiled the findings into a presentation with recommended changes. It summarized results, key insights, pain points, and improvement areas, backed by data and user feedback. I presented it to stakeholders, sharing insights and a plan to enhance the product.

Outcomes and Learnings

Transaction Limits: Key Outcomes

By introducing clear, adaptable deposit limits, we addressed users’ concerns about security, compliance, and workflow interruptions.

Usage Metrics and Impact

After launching the Mobile Check Deposit feature for all users (general availability), we tracked significant engagement and success.

Checks accounted for 30% of payments our clients received. Mobile Check Deposit closed that loop directly inside Housecall Pro, validating the fintech strategy and meaningfully reducing the friction of getting paid.

Client Experiences and Insights

Through consistent updates and user testing, we created an effective, user-friendly Mobile Check Deposit feature that meets client expectations and integrates seamlessly into workflows. It’s easy to implement, time-saving, and reliable, allowing users to focus on their work rather than financial logistics.

Reflections: Key Learnings and Insights

• Continuous sharing and communication: Regularly sharing progress and results with the team and key stakeholders proved invaluable.
• Centralized user feedback: Sharing results and analysis asynchronously allowed team members to review and ask questions at their convenience, with scheduled live meetings for in-depth discussions when needed.
• Hypothesis-driven design: Helped in forming a validation and measurement plan for evaluating the effectiveness of proposed solutions.
• Flexibility and adaptability: The importance of remaining flexible and adapting plans based on real-time feedback and changing circumstances.