RelayRides UX Observations by Jeff McNeil, New Spin Digital

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Jeff McNeil, President of user experience (UX) design consulting firm New Spin Digital, shares UX observations from 18 months renting his car out on RelayRides.

Tecnologia

Creating user experiences that engage, inform, and compel

We do digital product design
• Research
• Interaction design
• Visual design
• Prototype development
• Front-end development
• Usability testing
• Design leadership
• Team building
• Advisory
• Speaking engagements

Some things we’re working on now
• Rapidly prototyping new UI interaction models and prototypes for an
enterprise data backup provider
• Advising a successful software solutions provider on the UX overhaul of
its health insurance exchange web portal
• Helping an IT systems integrator prioritize and address usability and
accessibility issues in a consumer-facing health platform
Some things that we’re working on

10 OBSERVATIONS
Prepared for
FROM 18 MONTHS AS A USER
Prepared by

I earned $2,227 in 2013 without realizing it.
10 9 8 7 6 5 4 3 2 1

I don’t trust RelayRides to manage my pricing.
10 9 8 7 6 5 4 3 2 1

Only 19% of legit rental inquiries
on my car result in a rental.
10 9 8 7 6 5 4 3 2 1

Renters ask me basic RelayRides questions
in their messages and rental inquiries.
10 9 8 7 6 5 4 3 2 1

➔ “What happens if I go over on the miles?”
➔ “Can I buy this as a gift for my boyfriend?”
➔ “I have an international drivers license. Is that OK?”
➔ “How does insurance work?”
10 9 8 7 6 5 4 3 2 1

Renters think my car is local to them when it’s not.
10 9 8 7 6 5 4 3 2 1

I think I have a message inbox… somewhere?
10 9 8 7 6 5 4 3 2 1

35 people have my car as a favorite.
10 9 8 7 6 5 4 3 2 1

10 9 8 7 6 5 4 3 2 1
I have 5 good reasons to stop using RelayRides.

$
Reservation waste
Cleaning & prep time
Risk of damage
Potential legal liability
Good vibrations
Stranger anxiety
I should stayI should leave
10 9 8 7 6 5 4 3 2 1

10 9 8 7 6 5 4 3 2 1
I have more observations.

10 9 8 7 6 5 4 3 2 1
...a boatload more observations.

Research • Interaction design • Visual design • Prototype development • Front-end development
Usability testing • Design leadership • Team building • Advisory • Speaking engagements
Creating user experiences that engage, inform, and compel

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RelayRides UX Observations by Jeff McNeil, New Spin Digital

1. Creating user experiences that engage, inform, and compel

2. We do digital product design • Research • Interaction design • Visual design • Prototype development • Front-end development • Usability testing • Design leadership • Team building • Advisory • Speaking engagements

3. Some things we’re working on now • Rapidly prototyping new UI interaction models and prototypes for an enterprise data backup provider • Advising a successful software solutions provider on the UX overhaul of its health insurance exchange web portal • Helping an IT systems integrator prioritize and address usability and accessibility issues in a consumer-facing health platform Some things that we’re working on

4. 10 OBSERVATIONS Prepared for FROM 18 MONTHS AS A USER Prepared by

5. I earned $2,227 in 2013 without realizing it. 10 9 8 7 6 5 4 3 2 1

6. 10 9 8 7 6 5 4 3 2 1

7. I don’t trust RelayRides to manage my pricing. 10 9 8 7 6 5 4 3 2 1

8. 10 9 8 7 6 5 4 3 2 1

9. Only 19% of legit rental inquiries on my car result in a rental. 10 9 8 7 6 5 4 3 2 1

10. 10 9 8 7 6 5 4 3 2 1

11. Renters ask me basic RelayRides questions in their messages and rental inquiries. 10 9 8 7 6 5 4 3 2 1

12. ➔ “What happens if I go over on the miles?” ➔ “Can I buy this as a gift for my boyfriend?” ➔ “I have an international drivers license. Is that OK?” ➔ “How does insurance work?” 10 9 8 7 6 5 4 3 2 1

13. Renters think my car is local to them when it’s not. 10 9 8 7 6 5 4 3 2 1

14. 10 9 8 7 6 5 4 3 2 1

15. I think I have a message inbox… somewhere? 10 9 8 7 6 5 4 3 2 1

16. 35 people have my car as a favorite. 10 9 8 7 6 5 4 3 2 1

17. 35 warm leads 10 9 8 7 6 5 4 3 2 1

18. 10 9 8 7 6 5 4 3 2 1 I dread responding to a reservation request when the renter has a blank profile and no message.

19. 10 9 8 7 6 5 4 3 2 1

20. 10 9 8 7 6 5 4 3 2 1 I have 5 good reasons to stop using RelayRides.

21. $ Reservation waste Cleaning & prep time Risk of damage Potential legal liability Good vibrations Stranger anxiety I should stayI should leave 10 9 8 7 6 5 4 3 2 1

22. 10 9 8 7 6 5 4 3 2 1 I have more observations.

23. 10 9 8 7 6 5 4 3 2 1 ...a boatload more observations.

24. Research • Interaction design • Visual design • Prototype development • Front-end development Usability testing • Design leadership • Team building • Advisory • Speaking engagements Creating user experiences that engage, inform, and compel

RelayRides UX Observations by Jeff McNeil, New Spin Digital

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