Rental Reservation Journey
UX Design & Customer Journey Ownership
The Challenge
Christy Sports' rental reservation journey — the digital front door to the company's single largest revenue driver — ran on a homegrown platform limiting what the business could offer online.
The Approach
As UX Manager, led the redesign and migration onto Salesforce Commerce Cloud, launched in 2021 as the biggest upgrade to the rental journey in company history
Extended ownership past launch to the end-to-end rental experience, in partnership with store operations
Accountable for rental go-to-market strategy, creative direction, photography and video capture, and marketing asset creation
Currently leading a further modernization targeting October 2026 — surfacing basket totals earlier, upselling damage protection, and reducing steps required to complete a reservation
The Result
2023 was the biggest rental year in company history, following the 2021 rebuild — a direct line from a UX and platform decision to the company's top revenue driver performing at an all-time high.