Sept 2017 - Dec 2017
Senior Product Designer
Chris Pourchier, Lead Product Manager
Robert Ellis, Manager Product Management
Timeline
Role
Team
Sept 2017 - Dec 2017
Senior Product Designer
Chris Pourchier, Lead Product Manager
Robert Ellis, Manager Product Management
Timeline
Role
Team
Sept 2017 - Dec 2017
Senior Product Designer
Chris Pourchier, Lead Product Manager
Robert Ellis, Manager Product Management
Timeline
Role
Team
01 Research Process
Discovery & Research
I came onto the Rental Toolbox team shortly before its MVP’s initial release. After the product successfully shipped, I conducted a usability test, evaluated user feedback through Usabilla, and worked alongside store associates, observing their needs and my own.
Process
Tool that enables businesses to collect targeted, real-time feedback via websites, apps, and emails to improve digital user experience (UX) and increase conversions. Key features include visual feedback, emotional tracking, and survey targeting.
Usabilla Analysis
UX observational research involves watching users interact with products in real-time to uncover unspoken needs, behaviors, and usability issues, rather than relying on self-reported data. Key techniques include naturalistic observation (watching in natural environments), moderated usability testing (tasks in controlled settings), and shadowing.
Observational Research
Discovery & Research
I came onto the Rental Toolbox team shortly before its MVP’s initial release. After the product successfully shipped, I conducted a usability test, evaluated user feedback through Usabilla, and worked alongside store associates, observing their needs and my own.
Process
Tool that enables businesses to collect targeted, real-time feedback via websites, apps, and emails to improve digital user experience (UX) and increase conversions. Key features include visual feedback, emotional tracking, and survey targeting.
Usabilla Analysis
UX observational research involves watching users interact with products in real-time to uncover unspoken needs, behaviors, and usability issues, rather than relying on self-reported data. Key techniques include naturalistic observation (watching in natural environments), moderated usability testing (tasks in controlled settings), and shadowing.
Observational Research
Discovery & Research
I came onto the Rental Toolbox team shortly before its MVP’s initial release. After the product successfully shipped, I conducted a usability test, evaluated user feedback through Usabilla, and worked alongside store associates, observing their needs and my own.
Process
Tool that enables businesses to collect targeted, real-time feedback via websites, apps, and emails to improve digital user experience (UX) and increase conversions. Key features include visual feedback, emotional tracking, and survey targeting.
Usabilla Analysis
UX observational research involves watching users interact with products in real-time to uncover unspoken needs, behaviors, and usability issues, rather than relying on self-reported data. Key techniques include naturalistic observation (watching in natural environments), moderated usability testing (tasks in controlled settings), and shadowing.
Observational Research
02 Research Insights
Searching & Scanning
Product Information Page
Mobility
Accessible Flow
Associates need a way to access product, customer or contract information from one central search bar. They were having to access third party systems for accurate product information.
Associates need a way to easily access product information so customers can ensure they are renting the correct product for their job. In the MVP, associates had to go through the e-commerce website to find rental product information.
Associates were having to stand behind a desk to create and close rental contracts. This made it difficult for them to interact directly with customers who were asking about products on the floor or in the parking lot.
The final finding from the observational research was that associates need to access products, customer and information from multiple points within the product.
1
2
3
4
Searching & Scanning
Product Information Page
Mobility
Accessible Flow
Associates need a way to access product, customer or contract information from one central search bar. They were having to access third party systems for accurate product information.
Associates need a way to easily access product information so customers can ensure they are renting the correct product for their job. In the MVP, associates had to go through the e-commerce website to find rental product information.
Associates were having to stand behind a desk to create and close rental contracts. This made it difficult for them to interact directly with customers who were asking about products on the floor or in the parking lot.
The final finding from the observational research was that associates need to access products, customer and information from multiple points within the product.
1
2
3
4
Searching & Scanning
Product Information Page
Mobility
Accessible Flow
Associates need a way to access product, customer or contract information from one central search bar. They were having to access third party systems for accurate product information.
Associates need a way to easily access product information so customers can ensure they are renting the correct product for their job. In the MVP, associates had to go through the e-commerce website to find rental product information.
Associates were having to stand behind a desk to create and close rental contracts. This made it difficult for them to interact directly with customers who were asking about products on the floor or in the parking lot.
The final finding from the observational research was that associates need to access products, customer and information from multiple points within the product.
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03 Brainstorming
04 MVP Flow
Home
Search for customer by phone number
View Open Contract
Closing Steps: Modal Heavy and unclear IA
Closing Contract
Search for tool by name or unit number
Add Damage Protection to rental
Payment
Payment
Confirmation
05 Revised Create Flow
06 Revised Check-in Flow
07 Final Design
Retrofitted for Tablet
Our new designs, enable our store associates to walk around the store and lot with customers making the rental experience seamless. The redesign also provides a product information page so associates can effectively relay information for any tool. Once the customer makes the right selection for their job, they can then seamlessly create a contract.
Solution
Section Title
When I first started working at Papa Johns, we did not have a UX Researcher and were just starting tactical research. In lieu of traditional research methods, we relied on third party resources to determine our product’s strategy. In Q1 of 2025, we acquired a UX Researcher with a PhD in Cognitive Sciences and began a license with usertesting.com.
Solution
Section Title
When I first started working at Papa Johns, we did not have a UX Researcher and were just starting tactical research. In lieu of traditional research methods, we relied on third party resources to determine our product’s strategy. In Q1 of 2025, we acquired a UX Researcher with a PhD in Cognitive Sciences and began a license with usertesting.com.
Solution
08 Final Design
Product Information
The biggest enhancement with the new design is the use of the product information page. In our research, we found that store associates were going to The Home Depot’s e-commerce website to find which tool was right for the customer’s job. Additionally, we give the user the ability to scan tool tags so that they can quickly view the product information page.
Solution
Product Information
The biggest enhancement with the new design is the use of the product information page. In our research, we found that store associates were going to The Home Depot’s e-commerce website to find which tool was right for the customer’s job. Additionally, we give the user the ability to scan tool tags so that they can quickly view the product information page.
Solution
Product Information
The biggest enhancement with the new design is the use of the product information page. In our research, we found that store associates were going to The Home Depot’s e-commerce website to find which tool was right for the customer’s job. Additionally, we give the user the ability to scan tool tags so that they can quickly view the product information page.
Solution
Final Thoughts
This product was very successful in enhacing the overall customer experience. It allowed store associates to meet customers wherever they were in the store and provide accurate information regarding their rental. Overall, it decreased the transaction time by ten minutes.
Outcome
Final Thoughts
This product was very successful in enhacing the overall customer experience. It allowed store associates to meet customers wherever they were in the store and provide accurate information regarding their rental. Overall, it decreased the transaction time by ten minutes.
Outcome
Final Thoughts
This product was very successful in enhacing the overall customer experience. It allowed store associates to meet customers wherever they were in the store and provide accurate information regarding their rental. Overall, it decreased the transaction time by ten minutes.
Outcome