TWO MEN AND A TRUCK®
Contributing to the redesign of the companies online quote experience, focused on user flows and interface design to make the experience more intuitive. Additional work for this project included support of broader website redesign efforts through homepage concepts and collaborative design iterations.
The Challenge
The redesign of their online quote form focused on improving the customer experience through more flexible inventory collection, easier navigation, and better accessibility. The goal was to reduce friction throughout the process and give customers more control when requesting a moving quote.
Designing with Constraints
The inventory collection process presented its own usability challenges. Users previously selected belongings from predefined lists based on room type, limiting what they could add and making the process repetitive. The redesign introduced a more flexible approach using weighted autocomplete, allowing users to search for items directly without being restricted by those lists.
Accessibility Improvements
I worked alongside our lead accessibility specialist throughout this experience to help review and identify opportunities for improvement. This gave me more hands-on experience integrating accessibility during the design process and while creating user flows.
Freedom to move around
Instead of following a fixed sequence, users can move between sections to review or update their information without working backward through the form.
Easier inventory entry
A new search experience helps customers find belongings faster, with suggestions based on common items and the flexibility to add them to any room.
Simplified process
Combining item and box entry into one flow removes the need to repeat the same steps for each room, making inventory collection easier to manage.
Progressive Disclosure
The original wizard-style form required users to move through each step in order, making it frustrating to revisit or edit previous responses. As another part of accessible improvements, we introduced a progressive disclosure approach that allowed users to focus on one section at a time while keeping completed information visible. Users could return to any section to make changes and review their responses before submitting.
Teamwork Across Disciplines
Working together with both designers and developers gave me a better understanding of how UX decisions translate into the final product. It was a collaborative process that involved discussing different approaches and adapting ideas to work within the existing application. I learned a lot from seeing how each discipline contributed to the overall experience, and what pieces we could enhance throughout the process.
Moving Forward
Along with other experiences throughout my career, this project strengthened my understanding in accessibility principles which eventually led to my pursuit of the CPACC certification. It's an area I will always strive to learn and grow in as technology evolves, and one that continues to influence how I approach design today.
