Economy Bookings
EconomyBookings a car rental agent connecting customers with car rental companies worldwide.
Industry
Position
What I did
As a Product Designer, I led a comprehensive web and mobile redesign of EconomyBookings, a car rental platform that hadn't been redesigned in 15+ years, restructuring the booking funnel, adding revenue-driving features like Favorites and E-Wallet, and redesigning insurance/payment flows to rebuild user trust; the redesign drove an 18% increase in conversion rate, a 35% reduction in customer support volume, a 42% improvement in SEO traffic to new pages, a 25% increase in user satisfaction (NPS/Trustpilot), and a 21% increase in insurance and repeat-booking revenue.
How I did it, and what I used:
Diagnosed the real bottlenecks first
Mapped user journeys and pain points from support tickets, reviews, and interviews to find where the 15-year-old UX was actually costing the business: a confusing booking flow, poor insurance visibility, and a payment process users abandoned mid-transaction.
Streamlined the booking funnel
Deprioritized non-critical elements (car upgrades, add-ons) early in the flow, improved filtering and sorting on the results page, and simplified the path to payment. Designed in Figma and FigJam, with flow restructuring validated through heuristic evaluations and competitive benchmarking.
Reduced support dependency by design
Built a Help Center, an improved "My Bookings" dashboard, and a digital E-Wallet so users could self-serve cancellations and refunds instead of contacting support. Used Miro to synthesize qualitative feedback into wireflows before building.
Fixed the trust and revenue leaks
Redesigned insurance and cancellation UI with clear indicators, tooltips, and default full-coverage activation; added Apple Pay, Google Pay, PayPal, and Klarna to remove payment friction.
Paired design with SEO and supplier growth
Worked with the SEO team to design landing pages for car types, suppliers, and regional offers, plus "Best Rated Supplier" and "List Your Cars" pages, mapping design ship dates to organic traffic trends via Google Search Console.
Measured impact without direct analytics access
Since I didn't own the analytics stack, I built feedback loops with the Product Manager, Support Team, and SEO specialist and shared dashboards, tracking A/B test reports, funnel drop-off comparisons, support logs, NPS-per-article, and revenue snapshots against each feature's release date to attribute impact accurately.
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