Improving the UX for 50,000 customers

We work with LOVESPACE to constantly improve their digital product strategy and user experience design. Working closely with the in-house product team, we lead and deliver on projects across discovery, research and design – all with the aim of enhancing the customer's experience of LOVESPACE as well as improving vital performance metrics.

Our role:

Product strategy, UX research, UX design, UI Design


The challenge

When LOVESPACE initially approached Haio their website had become disjointed, the brand diluted and a complex service offering had created a confusing customer sign up funnel. Together with our friends at The District (art direction) we set about overhauling the website to improve the customer experience and increase business KPI’s.

The outcome

Revenues up >10% YOY (2019)

Number of customers served up 13% YOY (2019)

Interaction over explanation

Helping customers get the right price for their storage

One of LOVESPACE’s key USP’s is flexibility. Want to store exactly 26 boxes? You got it. Need them back after 4 months? No problem. Want to pay for exactly what you need and not a penny more? Of course you do.

One problem though – throw in a few bulk, loyalty and long term discounts into the mix. Add some packing materials to that and suddenly your oh so simple proposition has become a rather complicated pricing model. Our challenge – allow users to see their price quickly and easily.

Through our design process of research, testing and iteration we were able to quickly learn that interaction – not explanation, was the solution. Users don’t want to read at length to understand your proposition, and they certainly don’t want to get a calculator out to work out how much it’s going to cost them.

That’s why we designed a highly interactive, visual pricing calculator. Reducing the previous 8 pages required to get a quote into one. Now customers can simply adjust sliders to vary the amounts they need of each item, with the price (and all their eligible discounts) appearing automatically.

LOVESPACE pricing UX design by Haio

“It was so easy working with Harry and the Haio team. They really seek to understand your specific objectives, listen to users and provide early challenge. They are brilliant and thoughtful collaborators.”

Steve Folwell, CEO of LOVESPACE
Steve Folwell, CEO of LOVESPACE

Space to breathe

Redesigning LOVESPACE's landing pages

In order to declutter and refocus LOVESPACE’s landing pages we first turned to their customers. Through a combination of research, interviews and focus groups we sought to understand exactly why existing and potential customers use LOVESPACE and their unique ‘we collect, we store, we deliver’ proposition.

With key themes across trust, credibility and convenience identified we were able to begin the wire-framing process. Working quickly and iteratively meant we were able to get rough designs in front of customers for vital feedback and validation within days. Learning from 1-1 customer interviews we continued to iterate before building the design into high fidelity branded mockups.

LOVESPACE landing UX design by Haio

“The design proposals were really impressive. The thought behind the design and the functionality of the booking page was outstanding.”

Carl August Ameln, Chairmen of LOVESPACE
Carl August Ameln, Chairmen of LOVESPACE

Every box ticked

Creating a digital design system built to scale

LOVESPACE needed a design system which could unify their digital products with a distinctive and effective user interface.

We created a number of bespoke UI components designed to maximise usability, accessibility and effectiveness. We looked in-depth at each components form, function and context to ensure they worked both individually and coherently as part of a wider design system.

The result was the creation of a digital design guide which will ensure every LOVESPACE product is both consistent and as easy to use as possible.

Digital styleguide
CTA design
Form states
UI Components
UX Principles

“Working with Haio is always a delight. Their collaborative approach in designing solutions enabled us to quickly highlight the pain points in our customer’s journey and then find the best way to solve them. With their help, we’ve been able to make significant improvements to the site in just a few weeks. I look forward to continue working with Haio on future projects.”

Tsuiyee Cheng, Head of Product at LOVESPACE
Tsuiyee Cheng, Head of Product at LOVESPACE

Want more?

Check out some of our other projects

  • Payaca

    Creating a new website through better UX design

  • Design West

    Building a review portal to bring better spaces to the West of England

    Design West

Want to work together?

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