Premium Appliance Rentals · Case study
Rental UX audit and customer feedback
I led a UX audit and customer-feedback program to identify friction across the rental journey. I combined usability findings with Google Analytics and Lucky Orange data to guide the improvement plan.
The starting point
Looking at individual pages did not explain the full customer experience. The business needed to understand how people interpreted navigation and labels, completed checkout, and experienced the service after ordering.
My responsibility
I designed the usability plan, gathered post-purchase feedback, assessed task ease and navigation, synthesized behavioral data, and communicated recommendations for the redesign.
Tools & methods
Figma · UserZoom · Loop11 · Google Analytics · Lucky Orange
Gathering feedback across the journey
I used post-purchase surveys and Single Ease Question (SEQ) assessments to understand the customer experience and the effort involved in tasks. Tree testing and card sorting helped examine how users understood categories, menus, and labels.
Connecting feedback with observed behavior
I synthesized the research with Google Analytics and Lucky Orange findings. Customer feedback helped explain where users encountered difficulty, while behavioral data showed how they moved through the site.
Turning the evidence into an improvement plan
I prioritized changes to menu taxonomy, navigation labels, and checkout. The usability plan guided user-centered design changes, and continued analytics and heatmap review kept the recommendations connected to behavior as the site evolved.
Outcome
Fewer support inquiries and a broader customer base
Usability improvements were associated with 25% fewer customer support inquiries. Across the broader analytics-informed work, out-of-state clientele expanded 17%. These outcomes describe the engagement’s improvements rather than an isolated test of one page.
Let’s connect
What could work better?
I’m interested in AI innovation and solutions roles where research becomes useful systems.