Case Study: 1-800-PACK-RAT improves quote form conversion with UserTesting

How the moving and storage leader avoided disaster when they upgraded their ecommerce website

1-800-PACK-RAT turned to UserTesting when it needed to improve its online quote flow and increase conversions. The company had been considering a redesigned, multi-step customer journey for its quote model, but wanted to validate the design before launch using the UserTesting Contributor Network.

UserTesting helped 1-800-PACK-RAT run pre-launch studies and compare multiple quote-form designs, including its existing form, the redesigned version, and even a competitor’s model. After seeing that users preferred a simpler single-page approach, 1-800-PACK-RAT scrapped the multi-stage experience and revised its quote form, ultimately landing on a winning version that testers favored and that improved the customer experience.

1-800-PACK-RAT

Tiffany Glass

Chief Digital & Technology Officer