Quips

Role
UX and design consultation for a smart moving company to redesign their marketing site and improve the user experience and conversion rate of their move booking flow.

Challenge
The original marketing page was quickly put up during Quips' launch. It saw some engagement but once users tried to book a move, it lead to confusion and drop-off due to unclear, inconsistent, and missing elements throughout the flow.

Process
Divide the workload into two phases: In Phase 1, work closely with stakeholders, CX experts, and users to form a hypothesis and craft a persona. Then identify themes from their current issues and come up with solutions. In Phase 2, bring these solutions to life with sketches and prototyping, and form a design system for faster iteration and cleaner development handoff.

Goals
User: Create a great first impression and ease them through a seamless, intuitive booking flow that give them full control and flexibility.

Business: Increase engagement/start rates, create the scheduling touchpoint, and improve booking conversion rates.