Project Overview
The car rental process consists of several stages. This optimization concentrated on the user experience of vehicle booking stage, primarily because this part of the process presented the user to the next stage and gave up to rent the car. It was also the most crucial step for users.
Stage1
Research and Plane
Clarify project goals
Use the original app and find out the problems
Finding competitors and analyzing them
Map the user flow
Plan timeline and timesheets
Stage2
User Research
Analysis of user personas
Conduct user surveys and interviews
Summarize the needs and pain points of users
Create the user journey map
Stage3
Ideation
Analyze key problems and brainstorm solutions
Create style tile
Design low fid wireframes
Conduct user testing
Stage4
Final Design
Design high-fid prototypes
Reflection
Technology Used
Project Goal
Improve User Experience
Refine the booking stage
Improvement of flows in booking sessions that prevented users from completing tasks or even abandoning them
Avoiding user errors
Improvement of flows in booking sessions that prevented users from completing tasks or even abandoning them
Correctly give hints when errors occur
Inform the user not only that an error has occurred, but also clearly inform the user of what the exact cause is
Increase user stickiness and promote user frequency
Add the PTS function
Increase user stickiness by adding point function
Improving the aesthetics of the brand
Change the theme colour
Change the theme colour
Personas
User Journey Map
User Flow
Main problem Analysis
The biggest problem stems from the three pop-up windows below. Here's my own experience renting a car from AVIS. They caused me to fail 2 times trying to rent a car in the AVIS.Do you know what they mean? Especially the first one.
Apply Heuristic Evaluation to analyse the problem：
Error Prevention
Does the system guide users through workflows in a way that reduces the chance of error？
Are irrelevant options hidden or disabled to prevent errors？
Help Users Recognize Diagnose
& Recover from errors
Help Users Recognise Diagnose & Recover from errors?
Does the system suggest corrective actions that users can take to fix the errors?
Does the system suggest corrective actions that users can take to fix the erroe?
Problem 1:
Users confusion
“What does‘ limited ’mean? Does it mean there are no more vehicles available?”
“It suggested increasing the length of rental，but how long I need to increase?”
Users confusion
“What are the store closing time?”
“If the location is closed at the time I chose to return my car why is it still in the selection list?”
Problem 2:
There are some conceptual models about error popups here, but new users don't know about them, and there aren't enough hints in the app.
Key drop box
For after hours car return, users can drop keys in the box.
If users want to return the car the same night, users need to set the return time to the next day's business hours, but users can actually return the car the same night.
Location Opening Hours
Car rental companies in Canada have shorter hours on Saturdays and Sundays, and some are closed on Sundays.
If you rent a car during the most common rental hours (pick up on Saturday and return on Sunday) and the return time is chosen after 2pm, there is no way to rent a car.
Problem Solutions
