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PODS Reimagined Booking Flow

PODS Digital Transformation

PODS Digital Transformation

PODS Digital Transformation

PODS Digital Transformation

PODS Digital Transformation

The Reimagined Container Booking Flow

The Reimagined Container Booking Flow

The Reimagined Container Booking Flow

The Reimagined Container Booking Flow

The Reimagined Container Booking Flow

Simplify

Our goals was to improve the conversion rate of the current container booking flow and modernize a poor web experience.

Decrease Cognitive Load

The main objective of the new design was to make it easier for users to understand the PODS process and their options

Live to 20% of traffic on PODS.com

Live to 20% of traffic on PODS.com

The Research

Customer Journey Mapping

Customer Journey Mapping

Overview

Analyzed all previous user journeys done by PODS (T3, internal teams, etc).

Created a simplified Customer Journey, and a more detailed user flow of the booking process.

Takeaways 

  • Comparison shopping is huge, and PODS needs to be transparent about what their service offers vs others and why the price is what it is 

  • Opportunity even before quote process to educate users on value of pods 

  • Container sizing is a pain point, there's an opportunity for a tool that will will help users with this 

  • Timeline is major part of moving, flexibility and convenience is major benefit of using PODS 

Internal Stakeholders User Interviews - Affinity Mapping 

Internal Stakeholders User Interviews - Affinity Mapping 

Key takeaways: Felt the flow was too long, container sizing is a big pain point, all customers care about is price, ancillary services are buried, container placement is a hassle and confusing, Pods pricing structure is not transparent , discrepancies between ssc and digital.

7 Interviews conducted with Internal PODS employees over 2 weeks


Topics Covered

  • General Discussion on PODS position

  • Insights into website as a whole

  • Walkthrough and shadow of the current quoting and booking flow

Synthesis

  • Sorted feedback into groups based on category (container placement, sizing, pricing etc) 

  • Identified Trends

  • Resorted into larger groups of pain points, recommendations, insights, etc

User Research and Collaboration

User Research and Collaboration

Customer Interviews

Validated moving personas, identified what users consider when selecting a moving company and why they did/did not go with PODS

Customer Journey Mapping

Customer Interviews

Validated moving personas, identified what users consider when selecting a moving company and why they did/did not go with PODS

Customer Journey Mapping

Customer Interviews

Validated moving personas, identified what users consider when selecting a moving company and why they did/did not go with PODS

Customer Journey Mapping

Customer Interviews

Validated moving personas, identified what users consider when selecting a moving company and why they did/did not go with PODS

Customer Journey Mapping

Customer Interviews

Validated moving personas, identified what users consider when selecting a moving company and why they did/did not go with PODS

Customer Journey Mapping

Usability tests of old booking flow with customers

PODS.com user tests showed users were very frustrated with having to put their information in and then being told to call for price. We identified points of confusion with terminology etc and other pain points. Users wanted a much more cohesive experience between container and other services pods offers.

Usability tests of old booking flow with customers

PODS.com user tests showed users were very frustrated with having to put their information in and then being told to call for price. We identified points of confusion with terminology etc and other pain points. Users wanted a much more cohesive experience between container and other services pods offers.

Usability tests of old booking flow with customers

PODS.com user tests showed users were very frustrated with having to put their information in and then being told to call for price. We identified points of confusion with terminology etc and other pain points. Users wanted a much more cohesive experience between container and other services pods offers.

Usability tests of old booking flow with customers

PODS.com user tests showed users were very frustrated with having to put their information in and then being told to call for price. We identified points of confusion with terminology etc and other pain points. Users wanted a much more cohesive experience between container and other services pods offers.

Usability tests of old booking flow with customers

PODS.com user tests showed users were very frustrated with having to put their information in and then being told to call for price. We identified points of confusion with terminology etc and other pain points. Users wanted a much more cohesive experience between container and other services pods offers.

Workshop: Lightening Demos with Marketing Team

Team was able to callout features they liked from other competitors etc and share those inspirations along with their personal ideas with the team.

Workshop: Lightening Demos with Marketing Team

Team was able to callout features they liked from other competitors etc and share those inspirations along with their personal ideas with the team.

Workshop: Lightening Demos with Marketing Team

Team was able to callout features they liked from other competitors etc and share those inspirations along with their personal ideas with the team.

Workshop: Lightening Demos with Marketing Team

Team was able to callout features they liked from other competitors etc and share those inspirations along with their personal ideas with the team.

Workshop: Lightening Demos with Marketing Team

Team was able to callout features they liked from other competitors etc and share those inspirations along with their personal ideas with the team.

Workshop- Solution Sketching and Dot Voting with Marketing team

Some desired features: container sizing tool, timeline view for date selection, different quote format, more personalization of ui for the user.

Workshop- Solution Sketching and Dot Voting with Marketing team

Some desired features: container sizing tool, timeline view for date selection, different quote format, more personalization of ui for the user.

Workshop- Solution Sketching and Dot Voting with Marketing team

Some desired features: container sizing tool, timeline view for date selection, different quote format, more personalization of ui for the user.

Workshop- Solution Sketching and Dot Voting with Marketing team

Some desired features: container sizing tool, timeline view for date selection, different quote format, more personalization of ui for the user.

Workshop- Solution Sketching and Dot Voting with Marketing team

Some desired features: container sizing tool, timeline view for date selection, different quote format, more personalization of ui for the user.

Concept Validation

Takeaways: Identified 3 flows out of 8 variations that users preferred, answered questions around users preference of questions per page, alignment, background styles, progress bars, terminology, and potential additional features (chatbot, calcumate).


Conducted additional usability and preference tests, both moderated and unmoderated, on the final 3 flow options.

Implementing Design System

We created a design system to help with accessibility and consistency across pods.com. We also created design tokens for easy handoff to developers.

Blue Sky Design

Blue Sky Design

After multiple rounds of user testing we presented the ideal solution to the client

PODS decided to move the project up in priority and began development on the reimagined booking flow

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