Turning stress into confidence
We reimagined PODS’ booking experience to build trust and clarity, aligning the website and customer portal and driving a double-digit percentage increase in bookings.
Problem - Slow, confusing, and costly booking
PODS, the leader in moving and storage, faced a fragmented and slow digital experience. Disconnected systems, inconsistent design, unclear pricing, and poor communication eroded customer trust.
Simplify — Build trust around the process and pricing
We turned the critical booking flow into a guided experience that broke booking into manageable chunks: adding value props, social proof, and financing options to reduce drop-offs and boost conversions.
Even tiny improvements resulted in a double-digit performance lift.
Design variations exploring how to make container selection intuitive.
We injected social proof components throughout the flow to build trust.
We overhauled the chat experience to include dynamic components from the booking flow.
Simplify up and down the funnel
We redesigned the top-of-funnel homepage to clearly showcase PODS’ value and guide users smoothly into the new booking flow.
An early exploration simplifying the PODS homepage.
Showcasing the PODS container and how it fits the prospect's needs.
Social proof and CTA components helped drive trust and action.
Mixing the old and new
We iterated on the existing design system so that all three redesigned flows: upper funnel, booking, and post-booking could leverage the new components.
We worked with the brand and marketing teams to align our design system with their initiatives.
At the same time, we explored visual directions for the PODS redesign via moodboards. We landed on 'Confidence'.
Aim for the stars, land on the moon
We designed a North Star to imagine the ideal, customer-focused booking experience—ignoring tech constraints (temporarily!)—and mapped the journey from homepage through booking to post-booking.
This exercise helped us articulate a vision for the future of PODS digital experience, and allowed teams to begin taking medium swings towards the north star.
A reimagined booking flow, focused on simplicity and guidance.
A streamlined post-booking experience that drives clarity and confidence.
Final impact
By reimagining the end-to-end booking experience, we increased trust in a premium-priced brand, made self-service easier, reduced support load, and created a strong foundation for future growth.
