Premium Appliance Rentals
Improving usability and service design for large-scale appliance leasing
- Cart redesign → fewer errors, faster checkout
- +23% clicks to key categories
- $60K+ multi-complex exclusive deals
Cart Redesign & User Control
Users struggled to track, remove, and confirm items across pages, causing confusion and abandoned orders.
Led UX research and co-designed new flows; validated with comparative testing.
- Usability tests & interviews to map friction
- Wireframes & prototypes (Figma)
- Loop11 comparative/A-B tests
- Persistent cart with item count on every page
- Large red “X” for quick removal
- “Clear Cart” action for bulk resets
- Checkout errors dropped in internal tests
- Faster task completion
- Supported $60K+ multi-complex exclusive deals
Clear, consistent controls at key moments boost confidence and conversion.
Homepage & Appliance Page Interaction
Users landed on appliance pages but rarely explored deeper; discoverability was low.
Initiated research and coordinated design iterations.
- A/B click testing & contextual inquiry
- Simplified IA and homepage layout
- Interactive product visuals and stronger CTAs
- Clear menus and highlighted categories
- Engaging media on appliance pages
- Guided rental decision paths
- ~23% increase in clicks to key categories within 45 days
- Reduced bounce; improved click-through to rental
Real-world observation + digital testing = interactions that move the needle.
Platform Usability & Tailored Workflows
Property managers needed scalable bulk-order workflows; legacy tools weren’t built for multi-unit ops.
Led research and co-design with managers and internal ops; partnered with dev for delivery.
- Journey mapping & stakeholder interviews
- Workflow prototypes and admin dashboard concepts
- Cross-team reviews for scalability
- Simplified approvals and bulk ordering
- Admin dashboards aligned to real tasks
- Region-ready communications
- Unified experience for large property clients
- Increased adoption across regions
- Helped secure $60K+ exclusive contracts
Tailoring digital tools to actual workflows converts enterprise clients.
Post-Purchase Usability & UX Audit
Limited understanding of the end-to-end journey created hidden friction points.
Led a comprehensive audit and post-purchase research program.
- Surveys + SEQ assessments
- Tree tests & card sorting
- Navigation & labeling improvements
- Refined menu taxonomy
- Streamlined checkout steps
- Continuous heatmap/analytics feedback
- Improved discoverability and overall conversion flow
- Findings guided subsequent redesigns
A strong baseline enables smarter iteration and measurable gains.