United Rentals partnered with VML to redesign their online checkout experience. I led all design related activities and collaborated with client leads to deliver a streamlined checkout for customers.
YEAR
2024
ROLE
UI/UX Lead
AGENCY
VML
ABOUT THE PROJECT
Despite being a global leader in equipment rentals, United Rentals' online checkout suffered from a fragmented user experience. Years of disconnected updates contributed to inconsistencies, inefficiencies, and extra steps for the user.
Challenge
Design a checkout experience that feels quick and easy for the customer.
Make it "faster than a phone call"
Streamline the flow to use as few steps as possible
Transparent what the steps are, clear sense of progress
Reduce the need to enter the same information multiple times
Make it flexible for different user types:
Simple and streamlined for new customers
Optimized for the basic flow
Adaptable and personalized
Able to accommodate the complexity of big accounts with customization
Process
The project began with story mapping sessions, where the team established requirements and outlined a high level user journey. A research and discovery phase followed, where I conducted a thorough analysis of competitor experiences and best in class examples of e-commerce checkout experiences. Insights were presented to the team and clients, and helped shape our wireframes.
User flows were created to help identify any potential gaps. This step was essential in aligning user needs with business goals. It revealed friction points in the existing process and helped guide the creation of smarter, more adaptive recommendations to enhance the overall experience.
Solution
A streamlined and modernized checkout experience. The redesigned flow simplifies the process by auto-filling key information and offering smart recommendations—reducing checkout time and helping customers complete their rentals with ease.
The new design improves the customer experience at checkout, but also aims to improve the relationship with the customer beyond order confirmation. Strategic education about the rental process, and introductions to the company's digital tools will drive adoption and help customers take advantage of all the benefits of doing business with United Rentals.
The new experience is optimized for mobile devices — to ensure project managers have the ability to manage their fleet quickly and remotely.
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Checkout Redesign
OVERVIEW
United Rentals partnered with VML to redesign their online checkout experience. I led all design related activities and collaborated with client leads to deliver a streamlined checkout for customers.
YEAR
2024
ROLE
UI/UX Lead
AGENCY
VML
ABOUT THE PROJECT
Despite being a global leader in equipment rentals, United Rentals' online checkout suffered from a fragmented user experience. Years of disconnected updates contributed to inconsistencies, inefficiencies, and extra steps for the user.
Challenge
Design a checkout experience that feels quick and easy for the customer.
Make it "faster than a phone call"
Streamline the flow to use as few steps as possible
Transparent what the steps are, clear sense of progress
Reduce the need to enter the same information multiple times
Make it flexible for different user types:
Simple and streamlined for new customers
Optimized for the basic flow
Adaptable and personalized
Able to accommodate the complexity of big accounts with customization
Process
The project began with story mapping sessions, where the team established requirements and outlined a high level user journey. A research and discovery phase followed, where I conducted a thorough analysis of competitor experiences and best in class examples of e-commerce checkout experiences. Insights were presented to the team and clients, and helped shape our wireframes.
User flows were created to help identify any potential gaps. This step was essential in aligning user needs with business goals. It revealed friction points in the existing process and helped guide the creation of smarter, more adaptive recommendations to enhance the overall experience.
Solution
A streamlined and modernized checkout experience. The redesigned flow simplifies the process by auto-filling key information and offering smart recommendations—reducing checkout time and helping customers complete their rentals with ease.
The new design improves the customer experience at checkout, but also aims to improve the relationship with the customer beyond order confirmation. Strategic education about the rental process, and introductions to the company's digital tools will drive adoption and help customers take advantage of all the benefits of doing business with United Rentals.
The new experience is optimized for mobile devices — to ensure project managers have the ability to manage their fleet quickly and remotely.
Smooth Scroll
This will hide itself!
This will hide itself!
Checkout Redesign
OVERVIEW
United Rentals partnered with VML to redesign their online checkout experience. I led all design related activities and collaborated with client leads to deliver a streamlined checkout for customers.
YEAR
2024
ROLE
UI/UX Lead
AGENCY
VML
ABOUT THE PROJECT
Despite being a global leader in equipment rentals, United Rentals' online checkout suffered from a fragmented user experience. Years of disconnected updates contributed to inconsistencies, inefficiencies, and extra steps for the user.
Challenge
Design a checkout experience that feels quick and easy for the customer.
Make it "faster than a phone call"
Streamline the flow to use as few steps as possible
Transparent what the steps are, clear sense of progress
Reduce the need to enter the same information multiple times
Make it flexible for different user types:
Simple and streamlined for new customers
Optimized for the basic flow
Adaptable and personalized
Able to accommodate the complexity of big accounts with customization
Process
The project began with story mapping sessions, where the team established requirements and outlined a high level user journey. A research and discovery phase followed, where I conducted a thorough analysis of competitor experiences and best in class examples of e-commerce checkout experiences. Insights were presented to the team and clients, and helped shape our wireframes.
User flows were created to help identify any potential gaps. This step was essential in aligning user needs with business goals. It revealed friction points in the existing process and helped guide the creation of smarter, more adaptive recommendations to enhance the overall experience.
Solution
A streamlined and modernized checkout experience. The redesigned flow simplifies the process by auto-filling key information and offering smart recommendations—reducing checkout time and helping customers complete their rentals with ease.
The new design improves the customer experience at checkout, but also aims to improve the relationship with the customer beyond order confirmation. Strategic education about the rental process, and introductions to the company's digital tools will drive adoption and help customers take advantage of all the benefits of doing business with United Rentals.
The new experience is optimized for mobile devices — to ensure project managers have the ability to manage their fleet quickly and remotely.
Smooth Scroll
This will hide itself!
This will hide itself!