Enhance Pricing Strategy & Customer Journey We adjusted the pricing strategy to align with market expectations by promoting the fixed base fee upfront, with removal fees added later in the checkout - consistent with competitor messaging. This approach improved price perception, reduced drop-offs, and increased conversions, while still maintaining clarity and transparency for customers during the booking process. Customer behavior analysis showed that users were primarily looking for a fast, convenient booking experience to remove their mattress as quickly as possible. To support this, we streamlined the customer journey and removed unnecessary friction throughout the booking process.  

Increasing Sales & Cart Value By introducing this refined pricing structure as a new USP and offering a fixed removal fee, customers were more likely to add additional items to their booking, such as beds or extra furniture. This increased the average cart value while sales volume continued to rise, all without an increase in operational costs. As a result, Mattress Gone improved overall profitability while maintaining the same cost base, creating a more sustainable and competitive operating model.