The Need
Red Rover Moving and Storage is a new start-up founded by the inventor of PODS. I came on first as a part-time contractor and became the full-time Lead UX Architect. As I was the first User Experience Designer to work with the company, the website and other software had been “designed” by non-designers and most orders were taken by phone and managed by spreadsheets.
The business had new service offerings to be included in the new design, as well as the need to make it mobile-first, as the majority of customers visited the site from their phones, but were unable to book with a desktop designed interface. The customer service team also had desperate need for increased efficiency by moving away from spreadsheets, the desire for customer self-service was also there for the future.
Personas Based on Customer Recordings
Most of my research was focused on understanding the business goals and requirements, as they were complex and also involved new services. In addition to speaking with the business owners, I also spoke often to the customer service team and was able to listen to call recordings to develop Personas based on our four different scenarios (Local On-site Customer, Local Warehouse Customer, Long Distance Storage Before and After and Long Distance Ready to Ship). From here, the plan is to get members from different teams together to do a Journey Map for each Persona.
Research for Next Version of Booking and Account Management
While the first version I designed is a large improvement, I had many technical and business restraints that could be lifted for the future. With that in mind, I went ahead and dove into more research and designed a better version that addresses needs without the amount of restraints.
Screenshots and Prototype of Initial Service Quote and Reservations
Screenshots and Prototype of Account Management Portal for Customers and Concierge Agents
