Hertz in-app rental process design
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UX case study on simplifying and digitizing Hertz entire rental process, making car rental easier and laying groundwork for future sharing services. Conducted and presented May 2016 by Robert Boler and Emerald Lagow. (Presentation notes not included here. Educational use only, client not involved.)
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Hertz in-app rental process design
- 1. Reinventing Renting A UX case study on the redesign of the Hertz rental process, by Emerald Lagow and Robert Boler
- 2. Hertz
- 4. • quality service • diverse fleetHertz
- 5. • quality service • diverse fleet • adaptability Hertz
- 6. Problem
- 7. • decrease in shorter-term rentals (1-2 days) Problem
- 8. • decrease in shorter-term rentals (1-2 days) • inconvenience and costs Problem
- 9. The Brief
- 11. Uber, Lyft, Zipcar, Car2Go
- 12. Uber, Lyft, Zipcar, Car2Go convenience
- 13. Uber, Lyft, Zipcar, Car2Go trustconvenience
- 14. Uber, Lyft, Zipcar, Car2Go trustconvenience
- 15. Uber, Lyft, Zipcar, Car2Go trustconvenience
- 16. Improving convenience and trust will have immediate benefits for all Hertz customers, and lay the groundwork for future growth.
- 17. Research
- 19. • comparative/competitive analysis • online reviews / social Research
- 20. • comparative/competitive analysis • online reviews / social • two user surveys Research
- 21. • comparative/competitive analysis • online reviews / social • two user surveys • identified consistent pain points Research
- 22. Compare
- 24. Compare many steps fewer steps
- 25. Compare
- 27. Compare
- 28. Compare
- 31. Compare shared leasing shared membership ride hailing
- 32. Compare shared leasing shared membership ride hailing trip sharing
- 33. Compare
- 35. Compare
- 37. Online
- 38. Online trust
- 39. Online
- 42. Surveys
- 43. Surveys
- 44. Surveys
- 46. Surveys 1. dislike waiting 2. dislike up-selling
- 47. Surveys 1. dislike waiting 2. dislike up-selling 3. unclear expectations
- 48. Surveys 1. dislike waiting 2. dislike up-selling 3. unclear expectations • usage: vacation, airports
- 49. Surveys 1. dislike waiting 2. dislike up-selling 3. unclear expectations • usage: vacation, airports • like control of rental
- 50. Users
- 53. Users • Vacationing Family User types:
- 54. Users • Vacationing Family • Business Traveler User types:
- 55. Users • Vacationing Family • Business Traveler • Road-tripper User types:
- 56. Users • Vacationing Family • Business Traveler • Road-tripper • Ride-sharer User types:
- 57. Users • Vacationing Family • Business Traveler • Road-tripper • Ride-sharer
- 58. Ideation
- 60. Ideation phone-as-kiosk ease & convenience sharing rentals Zipcar’s social
- 61. Ideation phone-as-kiosk ease & convenience sharing rentals Zipcar’s social airport pick-up Uber’s speed
- 63. Ideation phone-as-kiosk ease & convenience benefits all users
- 64. Ideation phone-as-kiosk ease & convenience benefits all users saves costs
- 65. Ideation phone-as-kiosk ease & convenience benefits all users saves costs lays groundwork
- 66. Ideation Why a mobile app?
- 67. Ideation • location services Why a mobile app?
- 68. Ideation • location services • unlock car (RFID) Why a mobile app?
- 69. Ideation • location services • unlock car (RFID) • easy access to info and help Why a mobile app?
- 70. Ideation • location services • unlock car (RFID) • easy access to info and help • brand presence Why a mobile app?
- 71. Ideation
- 72. Ideation
- 73. Ideation
- 74. Ideation
- 75. Prototypes
- 76. Prototypes
- 77. Prototypes
- 79. Improving convenience and trust will have immediate benefits for all Hertz customers, and lay the groundwork for future growth.
- 80. Q&A
- 81. Thank You Emerald Lagow linkedin.com/in/emeraldlagow Robert Boler linkedin.com/in/rcboler