Client: Direct Connect Auto Transport
Role: UX/UI
Devices: Desktop, Mobile

Challenge

Direct Connect Auto contacted me because they stumbled upon some of my past work, liked my UX background, digital marketing experience and insight into the car shipping industry. The CEO felt a redesign of his website and booking funnel was in order. He also wanted to improve his image, trustworthiness and ease of use in the process of quoting and booking a car shipment.

Process

I created a website audit in which I outlined Direct Connect’s strengths, opportunities for growth and critiqued some of its competitors to give insight into the industry landscape. After learning that about half of the website traffic comes from mobile devices, I proposed we design a responsive website, focus on the company’s unique value proposition and leverage trust-building components into the design like key differentiators, reviews and value-focused messaging. 

The car shipping industry is riddled with scams and poor customer service. My goal was to provide a compelling user experience that focused on overcoming customer’s objections by educating them about the service, building trust, removing friction through the funnel and making the booking process as simple as possible.

In the wireframing process, I focused on eliminating content that didn’t fulfill those goals, created a modular layout that helped break up sections and simplified form fields which are usually cumbersome in nature.

After getting approvals from the client, I moved to high-fidelity designs where I focused on clean visuals that helped guide the user through the experience.

Results

The result was a website that had a much more streamlined booking funnel. My focus on the customer resulted in an experience that gets out of the way of the user and allows them to accomplish their goal easily. This also has positively impacted the business with improved conversion lifts, lower dropoffs, less phone calls and ultimately more quality bookings.