Problem Space

• U-Haul, a 65 year old company, had created an ad-hoc intranet with no central guidance. Every application had a different interface, login/password and nothing worked together. The point of sales system was totally separate as well.

• My role was to redesign all these various applications into a single site, with a defined UX/UI flow and look and feel, as well as define the styleguide.

Process

• Extensive time visiting locations, interviewing and shadowing customers and employees, and reporting findings to various departments.

• Listened to customer calls, watched recorded sessions, read through error logs and met with Program Managers to find problems with the intranet.

• Created mockups in HTML/CSS, pitched them to stakeholders throughout the company, including the CEO, and user tested to ensure our improvements were improvements.

• Launched and refined various pages and processes.

Result

• Created a new intranet for all U-Haul employees, behind the counter, behind a desk, or on a mobile device, with a single login.

• Untethered employees from their desktop computers with a mobile-first philosophy.

• Reduce time spent on tasks.

• Reduce calls and support to the various help desks throughout the company.

Impact

• Reduced time on tasks.

• Reduced calls to help desk(s).