Solution

Four pages became one progressive checkout

Instead of moving between separate pages, customers could complete their purchase in a single flow. Each section appeared when needed, then collapsed into an editable summary once completed.

The experience became simpler without sacrificing customers' ability to review or change their information.

We stopped asking for information we already had

For logged-in customers, we pre-filled account and vehicle details. They only needed to review what was there and provide what was missing.

Behind the redesign

The biggest drop-off happened where we asked the most

Funnel data pointed to the address and payment page as the biggest abandonment point.

A heuristic evaluation helped explain why: lengthy forms, repeated questions, and several decisions competing for attention.

I brought the findings to the team, and we held a workshop with stakeholders and developers. What started as an investigation into one problematic page became a conversation about redesigning the entire checkout.

Did we really need a shopping cart?

This became one of the more interesting discussions with Legal and business stakeholders.

They were concerned that removing the cart would take away customers' ability to modify their purchase. But unlike traditional e-commerce, our checkout only supported one maintenance package at a time. There was no persistent basket.

I demonstrated how customers could still return to the product page and change their selection. After several discussions, we agreed the cart added an unnecessary step.

Reflection

Sometimes the best redesign is removing what's already there

The progressive checkout was later incorporated into the design system for reuse in other journeys.

This project reminded me that improving an experience doesn't always mean designing something new. Sometimes it means questioning the steps everyone has grown accustomed to.