Overview
U-Haul’s online booking system is critical for users renting trucks and equipment. However,
its original flow was overwhelming, lacked educational support, and caused confusion during
onboarding. This redesign focused on creating a smoother, more accessible experience with
guided steps and informative UI elements to reduce user friction and increase completion rates.
My Role
The original U-Haul booking interface suffered from:
Overloaded information presented at once
No educational support for first-time renters
Unclear navigation between steps
Low user confidence when selecting rental options
Problem
Heuristic Evaluation & User Feedback: Analyzed the original flow and gathered pain points
from sample users.
User Flow Redesign: Created simplified booking steps with progress indicators and
onboarding tooltips.
Wireframing & Prototyping: Built mid- and high-fidelity prototypes in Figma to visualize
improvements.
Testing & Iteration: Conducted usability testing and made changes based on navigation clarity
and ease of understanding.
Final UI Polish: Focused on visual consistency, accessibility (WCAG color compliance), and
button hierarchy.
Process
The redesigned U-Haul booking flow featured a cleaner layout, better step-by-step progression,
and helpful UI elements like tooltips and icons. Users reported improved clarity, especially in
selecting the right vehicle size and understanding rental requirements. Testing showed a 30%
increase in users successfully completing the booking simulation.
Outcome
Breaking down complex flows into smaller, clearer steps drastically improves user engagement.
Tooltips and microcopy help build confidence, especially for new users.
Early usability testing helps catch assumptions and prevents major design pivots later.
Key Learnings
I worked as the sole UX designer and researcher for this project. My responsibilities included
conducting heuristic analysis, creating user flows, designing wireframes and high-fidelity
prototypes in Figma, and performing usability testing to iterate based on feedback. I also
ensured accessibility standards were integrated into the design.
U-Haul Booking Flow Redesign
U-Haul Booking Flow Redesign
