Lebeau Vitres d'auto, a major Canadian brand under Belron Canada, faced challenges with its online booking system for vehicle glass repair and replacement. The process was cluttered and lengthy, leading to user frustration, increased drop-offs, and more customer service inquiries.
By simplifying the booking flow, and introducing intuitive, image-based selection options, we could increase conversions and reduce support inquiries.
Later, I worked with Atecna to align the design system with their website work, tailoring it for the booking experience. Collaboration with developers ensured feasible and smooth implementation.
Hi! I’m Lebeau’s assistant.
A standout feature was the illustrated Lebeau assistant, which I conceptualized to add a human touch and provide guidance. It was so well received that it was later adopted by Carglass in Germany, another brand within the Belron group.
User testing by Atecna offered valuable feedback, leading to data-driven adjustments.
The original experience asked users to read criteria and determine the correct service themselves. We replaced this with a guided, question-based flow that broke the task into smaller, visual steps. Wireframes helped us test the language, UI components, and sequence. The final version is more intuitive, reduces cognitive load, and boosts user confidence — especially with the help of the illustrated assistant.
This project highlighted the importance of simple, intuitive design and the power of visual communication. Adding a human touch enhanced trust and usability. By focusing on user psychology and eliminating friction, we transformed a frustrating process into a seamless experience, benefiting both users and the business.
