Leading product for a growing startup

Leading product for a growing startup

Leading product for a growing startup

Leading product for a growing startup

DIRECTOR OF PRODUCT DESIGN  •  MAKESPACE  •  NEW YORK CITY

DESIGN DIRECTOR, PRODUCT  •  MAKESPACE  •  NEW YORK CITY

DIRECTOR OF PRODUCT DESIGN  •  MAKESPACE  •  NEW YORK CITY

DIRECTOR OF PRODUCT DESIGN  •  MAKESPACE  •  NEW YORK CITY

DESIGN DIRECTOR, PRODUCT  •  MAKESPACE  •  NEW YORK CITY

Photo by Rion Harmon

MakeSpace is a full-service storage company designed to take the pain out of going back and forth from a self-storage facility. Make an online reservation to have a MakeSpace team member drop off durable, commercial grade plastic storage bins. Once packed and picked up, photo inventory is taken, and your bins are stored in a secure facility. Need something back? Simply log into your account and schedule a delivery.

MakeSpace is a full-service storage company designed to take the pain out of going back and forth from a self-storage facility. Make an online reservation to have a MakeSpace team member drop off durable, commercial grade plastic storage bins. Once packed and picked up, photo inventory is taken, and your bins are stored in a secure facility. Need something back? Simply log into your account and schedule a delivery.

MakeSpace is a full-service storage company designed to take the pain out of going back and forth from a self-storage facility. Make an online reservation to have a MakeSpace team member drop off durable, commercial grade plastic storage bins. Once packed and picked up, photo inventory is taken, and your bins are stored in a secure facility. Need something back? Simply log into your account and schedule a delivery.

MakeSpace is a full-service storage company designed to take the pain out of going back and forth from a self-storage facility. Make an online reservation to have a MakeSpace team member drop off durable, commercial grade plastic storage bins. Once packed and picked up, photo inventory is taken, and your bins are stored in a secure facility. Need something back? Simply log into your account and schedule a delivery.

MakeSpace is a full-service storage company designed to take the pain out of going back and forth from a self-storage facility. Make an online reservation to have a MakeSpace team member drop off durable, commercial grade plastic storage bins. Once packed and picked up, photo inventory is taken, and your bins are stored in a secure facility. Need something back? Simply log into your account and schedule a delivery.

Role

At MakeSpace, I led product design and user experience. I was brought on to rethink and redesign the existing mobile app and web products as well as grow the product design team. With conversion and acquisition being our focus, we communicated how product design would achieve business goals through wireframes, clearly documented user flows, and prototyping. Most importantly, while implementing the features and improvements, we worked towards providing continuity for users across all products and help with brand recognition by aligning with marketing in copy and assets.

Role

At MakeSpace, I led product design and user experience. I was brought on to rethink and redesign the existing mobile app and web products as well as grow the product design team. With conversion and acquisition being our focus, we communicated how product design would achieve business goals through wireframes, clearly documented user flows, and prototyping. Most importantly, while implementing the features and improvements, we worked towards providing continuity for users across all products and help with brand recognition by aligning with marketing in copy and assets.

Role

At MakeSpace, I led product design and user experience. I was brought on to rethink and redesign the existing mobile app and web products as well as grow the product design team. With conversion and acquisition being our focus, we communicated how product design would achieve business goals through wireframes, clearly documented user flows, and prototyping. Most importantly, while implementing the features and improvements, we worked towards providing continuity for users across all products and help with brand recognition by aligning with marketing in copy and assets.

Role

At MakeSpace, I led product design and user experience. I was brought on to rethink and redesign the existing mobile app and web products as well as grow the product design team. With conversion and acquisition being our focus, we communicated how product design would achieve business goals through wireframes, clearly documented user flows, and prototyping. Most importantly, while implementing the features and improvements, we worked towards providing continuity for users across all products and help with brand recognition by aligning with marketing in copy and assets.

Role

At MakeSpace, I led product design and user experience. I was brought on to rethink and redesign the existing mobile app and web products as well as grow the product design team. With conversion and acquisition being our focus, we communicated how product design would achieve business goals through wireframes, clearly documented user flows, and prototyping. Most importantly, while implementing the features and improvements, we worked towards providing continuity for users across all products and help with brand recognition by aligning with marketing in copy and assets.

MakeSpace iOS User Flow
MakeSpace iOS User Flow
Jenn Vo UX Design

Goals

In order to improve conversion and acquisition, we aimed to simplify the experience from start to finish–starting with signing up to scheduling appointments for pickup and delivery. We identified the pain points for a first-time user using our existing data. The most prevalent point of data was rate of drop-off before scheduling an appointment. We aimed to make the process feel as effortless as not having to schlep to a storage facility.

Goals

In order to improve conversion and acquisition, we aimed to simplify the experience from start to finish–starting with signing up to scheduling appointments for pickup and delivery. We identified the pain points for a first-time user using our existing data. The most prevalent point of data was rate of drop-off before scheduling an appointment. We aimed to make the process feel as effortless as not having to schlep to a storage facility.

Goals

In order to improve conversion and acquisition, we aimed to simplify the experience from start to finish–starting with signing up to scheduling appointments for pickup and delivery. We identified the pain points for a first-time user using our existing data. The most prevalent point of data was rate of drop-off before scheduling an appointment. We aimed to make the process feel as effortless as not having to schlep to a storage facility.

Goals

In order to improve conversion and acquisition, we aimed to simplify the experience from start to finish–starting with signing up to scheduling appointments for pickup and delivery. We identified the pain points for a first-time user using our existing data. The most prevalent point of data was rate of drop-off before scheduling an appointment. We aimed to make the process feel as effortless as not having to schlep to a storage facility.

User experience expands beyond the product software itself. To create continuity and trust, a company's reputation should start with the user's first interaction with the brand itself–the design.
User experience expands beyond the product software itself. To create continuity and trust, a company's reputation should start with the user's first interaction with the brand itself–the design.

Successes

In order to increase conversion, we needed to find ways to sell the MakeSpace product before or in conjunction with a first-time experience with the product. Reconfiguring the apps’ and website’s user flows improved bounce rates, but the existing (and minimal) product copy, while informative, lacked character. Since the Marketing team had been creating a clever narrative and eye-catching imagery for advertising channels, I implemented processes that encouraged the teams to share their work and cadences. This allowed the designers to incorporate assets and copy that reinforced the narrative at the right time while creating consistency.

Successes

In order to increase conversion, we needed to find ways to sell the MakeSpace product before or in conjunction with a first-time experience with the product. Reconfiguring the apps’ and website’s user flows improved bounce rates, but the existing (and minimal) product copy, while informative, lacked character. Since the Marketing team had been creating a clever narrative and eye-catching imagery for advertising channels, I implemented processes that encouraged the teams to share their work and cadences. This allowed the designers to incorporate assets and copy that reinforced the narrative at the right time while creating consistency.

Successes

In order to increase conversion, we needed to find ways to sell the MakeSpace product before or in conjunction with a first-time experience with the product. Reconfiguring the apps’ and website’s user flows improved bounce rates, but the existing (and minimal) product copy, while informative, lacked character. Since the Marketing team had been creating a clever narrative and eye-catching imagery for advertising channels, I implemented processes that encouraged the teams to share their work and cadences. This allowed the designers to incorporate assets and copy that reinforced the narrative at the right time while creating consistency.

Successes

In order to increase conversion, we needed to find ways to sell the MakeSpace product before or in conjunction with a first-time experience with the product. Reconfiguring the apps’ and website’s user flows improved bounce rates, but the existing (and minimal) product copy, while informative, lacked character. Since the Marketing team had been creating a clever narrative and eye-catching imagery for advertising channels, I implemented processes that encouraged the teams to share their work and cadences. This allowed the designers to incorporate assets and copy that reinforced the narrative at the right time while creating consistency.

Successes

In order to increase conversion, we needed to find ways to sell the MakeSpace product before or in conjunction with a first-time experience with the product. Reconfiguring the apps’ and website’s user flows improved bounce rates, but the existing (and minimal) product copy, while informative, lacked character. Since the Marketing team had been creating a clever narrative and eye-catching imagery for advertising channels, I implemented processes that encouraged the teams to share their work and cadences. This allowed the designers to incorporate assets and copy that reinforced the narrative at the right time while creating consistency.

MakeSpace Dashboard Wireframe
MakeSpace Dashboard Wireframe
Jenn Vo UX Design

Learnings

During our design process, I observed user habits through data. Our measures for success were obvious ones, but I later realized a missed opportunity–customer service call volume. The most valuable resource I had at MakeSpace was the Customer Happiness team. They were the catch-all for customer onboarding, inquiries, questions, and troubleshooting. I shadowed the team periodically and developed relationships that allowed them to feel comfortable with informing us of customer pain points and their own frustrations. After reconfiguring the extraneous steps and inessential information, we found a decrease in call volume to the Customer Happiness team. We also found some easy wins in surfacing information to the user that they would have otherwise had to call in for, such as how to see their upcoming appointments, check the status of stored stuff, and how to order stuff back.

Learnings

During our design process, I observed user habits through data. Our measures for success were obvious ones, but I later realized a missed opportunity–customer service call volume. The most valuable resource I had at MakeSpace was the Customer Happiness team. They were the catch-all for customer onboarding, inquiries, questions, and troubleshooting. I shadowed the team periodically and developed relationships that allowed them to feel comfortable with informing us of customer pain points and their own frustrations. After reconfiguring the extraneous steps and inessential information, we found a decrease in call volume to the Customer Happiness team. We also found some easy wins in surfacing information to the user that they would have otherwise had to call in for, such as how to see their upcoming appointments, check the status of stored stuff, and how to order stuff back.

Learnings

During our design process, I observed user habits through data. Our measures for success were obvious ones, but I later realized a missed opportunity–customer service call volume. The most valuable resource I had at MakeSpace was the Customer Happiness team. They were the catch-all for customer onboarding, inquiries, questions, and troubleshooting. I shadowed the team periodically and developed relationships that allowed them to feel comfortable with informing us of customer pain points and their own frustrations. After reconfiguring the extraneous steps and inessential information, we found a decrease in call volume to the Customer Happiness team. We also found some easy wins in surfacing information to the user that they would have otherwise had to call in for, such as how to see their upcoming appointments, check the status of stored stuff, and how to order stuff back.

Learnings

During our design process, I observed user habits through data. Our measures for success were obvious ones, but I later realized a missed opportunity–customer service call volume. The most valuable resource I had at MakeSpace was the Customer Happiness team. They were the catch-all for customer onboarding, inquiries, questions, and troubleshooting. I shadowed the team periodically and developed relationships that allowed them to feel comfortable with informing us of customer pain points and their own frustrations. After reconfiguring the extraneous steps and inessential information, we found a decrease in call volume to the Customer Happiness team. We also found some easy wins in surfacing information to the user that they would have otherwise had to call in for, such as how to see their upcoming appointments, check the status of stored stuff, and how to order stuff back.

Learnings

During our design process, I observed user habits through data. Our measures for success were obvious ones, but I later realized a missed opportunity–customer service call volume. The most valuable resource I had at MakeSpace was the Customer Happiness team. They were the catch-all for customer onboarding, inquiries, questions, and troubleshooting. I shadowed the team periodically and developed relationships that allowed them to feel comfortable with informing us of customer pain points and their own frustrations. After reconfiguring the extraneous steps and inessential information, we found a decrease in call volume to the Customer Happiness team. We also found some easy wins in surfacing information to the user that they would have otherwise had to call in for, such as how to see their upcoming appointments, check the status of stored stuff, and how to order stuff back.

makespace-hero2

The Team

Rion Harmon, Creative Director
Jeffrey Rodriguez, Product Designer
Valerie Navarro, Prop Stylist
Mitch Boyer, Sr. Designer

The Team

Rion Harmon, Creative Director
Jeffrey Rodriguez, Product Designer
Valerie Navarro, Prop Stylist
Mitch Boyer, Sr. Designer

THE TEAM

Rion Harmon, Creative Director
Jeffrey Rodriguez, Product Designer
Valerie Navarro, Prop Stylist
Mitch Boyer, Sr. Designer

THE TEAM

Rion Harmon, Creative Director
Jeffrey Rodriguez, Product Designer
Valerie Navarro, Prop Stylist
Mitch Boyer, Sr. Designer