MyUnited and MyMayflower Move Portal

Moving is a logistics problem and a human one

Interstate moving looks simple from a distance. In reality, it is one of the more stressful service experiences people go through.

Customers are managing packing, scheduling, storage, specialty items, paperwork, and the uncertainty that comes with moving their lives across state lines. At the same time, they are often buying or selling a home, navigating a new city, and trying to keep everything on track. The logistics matter, but the emotional weight matters too.

An industry optimized for operations, not clarity

The moving industry had long been built to manage logistics. It was far less mature in how it supported customers digitally through the full journey.

That gap created friction. Customers needed a clearer view into what was happening, what was next, and how to get help when they needed it. The opportunity was to create a digital experience that reduced uncertainty and made the move feel more manageable.

A clearer place to manage the move

That became MyUnited and MyMayflower, dedicated move portals for customers who had booked interstate moves with United Van Lines and Mayflower.

The portals were designed to act as a central place for the move, bringing together the moments that matter most:

1. Booking and scheduling
2. Tracking and status visibility
3. Communication with move coordinators
4. Document management
5. Personalized moving checklists, week by week, leading up to the move
6. Payments
7. Support and post-move follow-up

The goal was not just to digitize steps. It was to create a clearer, more connected service experience around a process that is often fragmented and stressful.

What it took

Launching the portals required more than shipping a new front end.

The work involved replacing prior experiences, coordinating across sales, operations, customer support, legal, and legacy systems, and helping roughly 600 moving companies understand how the new portal would affect their workflows and customer interactions.

That made the product challenge as much about change management, rollout, and operational integration as it was about UX.

The impact

MyUnited and MyMayflower became the primary platform supporting 52,000 interstate residential moves annually, tied to $390M in move revenue and 83,000 customers.

More importantly, they helped establish a more modern service model for the business: one where the customer had a clearer path through the move, and the organization had a stronger digital center for the work.