Rentrax Order Form Redesign

Identifying User Friction

The Problem

The original order form created friction throughout nearly every part of the reservation flow.

The previous booking experience relied on a long single-page form where all information and actions were displayed at once. Users often felt overwhelmed, especially on mobile devices where scanning large amounts of information became frustrating.

One of the biggest pain points discovered through customer feedback was the lack of reorder functionality. Returning customers frequently wanted to place the exact same reservation again, but the old system forced them to rebuild the entire order manually every time

Defining Success Metrics

Goals

The redesign focused on creating a cleaner, faster, and more efficient booking experience while reducing friction during checkout. The main objective was to simplify complex workflows without removing flexibility from the reservation process.
Special attention was given to returning customers and mobile users, since both represented a large portion of the platform’s usage.

From Research to Solution

Design Process

The redesign evolved through audits, wireframing, customer feedback, and continuous iteration.

The process began with a full audit of the existing booking experience to identify usability issues, interaction bottlenecks, and layout problems. Existing customer feedback was reviewed alongside the interface audit to better understand where users experienced the most friction.

Instead of redesigning the interface based only on assumptions, the project evolved alongside conversations with real users. Customer feedback sessions continued throughout the design process and helped validate decisions early.

Information Architecture

The booking flow was restructured into a clearer multi-step experience to reduce overwhelm and guide users progressively through the reservation process. Instead of presenting all information at once, the experience was divided into smaller focused sections that were easier to scan and complete.

Wireframing

Low-fidelity wireframes were created to explore different layouts, booking patterns, mobile behaviors, and interaction structures before moving into high-fidelity designs. These wireframes helped test multiple approaches for simplifying the checkout flow while maintaining flexibility for different booking scenarios.

Visual Exploration

Different visual directions were explored to establish a cleaner and more modern interface. Typography, spacing, hierarchy, and component behavior were refined to improve readability and consistency.

Simplifying Repeat Bookings

Reorder Experience

One of the most impactful improvements focused on returning customers.

Feedback from existing customers revealed that many users repeatedly placed similar reservations throughout the season. However, the previous system forced them to manually recreate every booking from scratch.

To solve this problem, a new reorder flow was introduced directly into the booking experience.

After entering their email address or phone number, returning users can instantly view their previous reservations and select one to continue. Instead of rebuilding an order manually, they can move directly to the final checkout step.

Easier Availability Review

Availability Calendar

Another key improvement focused on reducing uncertainty during the reservation process.

User research showed that many customers abandoned bookings simply because they couldn’t clearly understand when an item was actually available. The previous experience required users to select dates first and only then discover possible conflicts or unavailable time slots.

To improve this experience, an availability calendar was introduced directly into the rental flow.

Before starting a reservation, users can instantly view the exact days and time slots when an item is available. Instead of guessing or repeatedly adjusting their booking dates, they can quickly choose an open time and proceed with confidence.

Optimized Across Devices

Responsive Experience

The redesign followed a mobile-first approach from the beginning of the project.

Since most users accessed the platform through mobile devices, layouts, spacing, typography, and interactions were optimized specifically for smaller screens.

The new multi-step structure reduced perceived complexity by presenting information progressively instead of overwhelming users with large amounts of content at once.

Building a Modern Interface

Final UI

The final experience focused on simplicity, clarity, and workflow efficiency.

The redesigned interface introduced cleaner spacing, stronger hierarchy, improved typography, and more intuitive interactions across the entire reservation process.

Reflection

Designing for real customer behavior

This project reinforced the importance of simplifying complex workflows through better structure, progressive disclosure, and continuous user feedback. Involving existing customers throughout the redesign helped ensure the final experience solved real usability problems instead of purely visual issues.