Iowa Bins
One service, two audiences: customers booking a move, and the crew running the day.





Say when money moves
"Nothing is charged until the morning of delivery" sits beside the total, because that is the question a customer has before they book.
One owner for every change
Customers never edit an order themselves; they call or text and staff make the change. Every screen, email and FAQ answer was rewritten to agree.
Design the edges
Twenty emails and texts are specified with their triggers, and error pages send people somewhere useful.
Audit the whole set
A sweep of all 30 screens found places where they contradicted each other. I settled each one and sent a single fix list back.
Rejected: self-service changes
Letting customers move or cancel from My Order meant instant charges and edge cases a small crew could not support. A read-only order page and a phone number were kinder.
From the owner decisions log.




