After two years of user research, customer feedback, and design iteration, the next-gen Safelite website boasts major improvements in usability, accessibility, and functionality.
I led the Product studio to reimagine the ideal service booking experience. The overall flow has been streamlined by nearly 60%, and the design has been updated to reflect Safelite's modern brand refresh.
The new interface embraces a lighter, more approachable tone through illustrations, animations, and simplified language. This mobile-first, app-centric design system supports a seamless customer experience across all touchpoints.
Each micro interaction intuitively guides customers through a progressive journey, revealing the next required action contextually. Inspired by customer research, both the booking calendar and pricing breakdown have been streamlined for faster scanning and fewer taps.
Safelite personalizes the experience by utilizing customer vehicle data, clearly communicating why this information is important.
Bold vehicle images confirm Safelite understands the specifics of each vehicle's needs.
Transparent cost breakdowns are provided to build trust and eliminate any doubts about Safelite's authenticity.
To streamline the booking process and boost funnel conversion rates, non-essential customer activities—such as final payment, value-added products and services, and VIN collection—have been shifted to Safelite's new Customer App and are captured post-booking.
