United Rentals
Enable customers to find, select, and reserve rental equipment entirely online.
Equipment rental was still largely an offline transaction. Customers could research equipment online, but completing a rental required moving from the digital experience into traditional sales and service channels.
Putting the catalog online wasn't enough.
The rental process had to come online with it.
I led the experience design for bringing United Rentals' rental process online. I translated a complex, operationally dependent transaction into the first end-to-end digital experience that allowed customers to find the right equipment, evaluate options, understand pricing and availability, and complete a reservation online.
The goal wasn't simply to digitize the existing process. It was to deeply understand what customers needed to know and at each ste p— give them the information and confidence to complete a significant equipment rental completely online.
United Rentals became the first equipment rental company to offer a fully integrated digital checkout experience, allowing customers to complete a confirmed equipment rental online without human interaction.
United Rentals reported that the digital platform was on track for 40%+ year-over-year rental revenue growth in 2018, supported by significant growth in new customers. The following year, the company reported 66% year-over-year growth in self-service e-commerce revenue.
40%+
YoY digital rental revenue growth*
66%
YoY self-service e-commerce revenue growth*
2018 Acquia Engage Award
Outstanding Digital Commerce Experience
Results reported by United Rentals for its digital platform; reflect the broader platform and business, not solely my design contribution.
