Revamping the User Experience:

LPM AIRPORT TRANSIT SERVICE

✈️ Transportation

📍 New Hampshire Seacoast

🖥️ lpmairporttransitservices.com

Project: Website Re-design & Optimization

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AT A GLANCE

LPM Airport Transit Service is an airport transit service company that offers luxury transportation to & from airports, hospitals, train stations, & the Boston cruise port. Their focus is on providing professional & courteous drivers, a clean & comfortable fleet, & affordable door-to-door transportation while prioritizing their client’s time & safety.

CHALLENGES

• Expanded to add 3 Hospitals, 2 Train Stations, & 1 Cruiseport Destination

• Additional destinations made the booking process complicated & crowded

  • Losing money from incorrect bookings that are missing key Add Ons

  • Customers are confused or overwhelmed & leaving the booking page — low conversion rate 7.7%

• Needed to be able to accommodate customers who book rides as a business expense
  

SOLUTIONS

• Reconfigured the booking process creating an almost click-through form with large buttons that link directly to the Scheduling link instead of viewing the entire list of every pick-up & drop-off destination

• Modified booking intake forms to include simpler language making it easier for the user to understand

  • Reworked to the confirmation email to include the last 4 digits of a credit card to utilize for customers expensing their ride

• Activated a promotional pop-up bar that triggers on the booking page reminding customers not to forget to include Add Ons with their ride or they will be charged the correct amount directly

• Redesigned pages to be more legible & emphasize the accessibility & luxury of this service

RESULTS WITHIN 1 MONTH

All Drivers & Cars Fully Booked for the Entire Week

for the first time in company history

“People are loving the re-designed website & how easy it is to book. They’re also including & paying for the add ons which is great!”

-Michael MacVane, LPM

MOBILE BOOKING PROCESS

IN THE END

This project highlights the importance of optimizing the user experience. By simplifying the booking process & improving the website's design, LPM was able to streamline the customer journey & increase bookings. This success illustrates the crucial role of understanding customers' preferences & pain points in creating a positive impact on business growth.