Storage Account Management Portal
Customer-facing portal for managing storage rentals and payments
One of my core projects while contracting for Extra Space Storage was a complete design overhaul of their account management portal.
The previous "My Account" section was so difficult to use that store managers would often encourage new customers to ignore it and just manage their accounts and pay their bills in person or over the phone. My core objective was to improve the experience so not only customers felt comfortable using it, but store managers trusted it enough to recommend it.
Process & Prototype
The project began with an audit of the existing systems, cataloging what core actions needed to be peformed and what processes currently existed. From there, I performed end-user research, both reviewing customer data and interviewing store managers.
At this stage, I wireframed a new interface to demonstrate the basic structure of the app (though I unfortunately did not retain a copy of these wireframes before the contract ended). Based on this structure, I began prototyping the app with HTML+CSS+JS, and following the existing corporate style and branding guide. The following prototype was the state of progress on the design at the point of my contract ending prematurely due to COVID-19.
