Problem Space

• U-Haul needed to redesign their website and I was the second designer hired to update the entire site as part of a new design team. Our job was to redesign uhaul.com to improve the customer experience, improve sales for all services and increase rentals.

• I helped design and user-test across uhaul.com and wrote most of the front-end code. I also helped define and write the style guide and HTML/CSS standards used throughout the site, with an emphasis in accessibility.

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 site.

• Created mockups in HTML/CSS, pitched them to stakeholders throughout the company, including the CEO, and user tested to ensure our reservation and sales numbers went up instead of down.

• Launched and refined various pages and processes.

Result

• A new mobile-first, responsive website for uhaul.com. This website has remained mostly the same except for cosmetic changes in the las 10 years.

• I helped create and build an analytical team that researched our various websites, improved website speed, reduced errors, improved ROI and A/B tested sales funnels like our checkout process.

Impact

• Improved customer experience.

• Improved sales for all services.

• Increased rentals.