Airpals, an online platform offering B2B courier services in New York City, underwent evaluation by our team through moderated remote user tests on its website’s order flow. Led by us, researchers from the Center for Digital Experiences at Pratt Institute, the objective was to gather feedback and recommend improvements to usability. The study aimed to identify pain points and areas for enhancement in the user experience. Participants, including creative and business operational professionals, provided insights via a “think-aloud” methodology. Following 11 tests and data analysis, key findings were pinpointed to enhance the overall user experience on the Airpals website.