Case Study: Extra Space Storage achieves 3% lift in move-in conversions and 14x faster UI deployments with UserTesting

How Extra Space Storage stays a top player in the self-storage industry

Extra Space Storage, a Salt Lake City–based self-storage company with more than 2,000 properties in 41 states and 1.4 million units, wanted to continuously improve high-impact digital interactions—from finding a location to selecting unit size and completing rentals—despite having relatively few customer touchpoints and rapid growth from acquisitions. The challenge was to deliver consistently strong customer value in every digital moment to boost conversions and stay competitive.

Extra Space combined Quantum Metric’s behavioral analytics (heat maps, click paths, session replay) with UserTesting’s video-based human insights to gather fast pre- and post-production feedback, iterate designs (for example, adding a virtual tour to the size guide), and validate decisions. That “better together” approach produced a 3% lift in move-in conversions across 2,000+ properties, enabled 14× faster UI deployment, and increased confidence and engagement from data-driven UX decisions.

Extra Space Storage

Brooke Stencil

Vice President Digital Marketing