5 ou 6 Car rental customer experiences with their pain points

1. CUSTOMER’S JOURNEY
CONTROLLING THE CAR RENTAL EXPERIENCE FROM AVIS NOW APP
I need a Car
at a late
hour after a
long flight
I receive
promotions
and offers as a
member
I find the key in the
car and check their
mileage, fuel and
rental agreement on
the app
I select my
car and
extras
BOOKAWARE RETURN & INVOICEUSEPREPARE MY TRIP
I plan my
trip on the
Avis app
I need to
create a
free Avis
Preferred
account
I receive
personalized
notifications
on-the-go
If I have any
trouble, I can
receive Roadside
Assistance for
immediate help.
I store the
receipt in-app
and I can view
past rentals any
time
I return my car to
the parking, let the
key inside and I lock
it with my app
I can consult,
modify or extend
my booking
already on my
way
When I finally
choose, I can
unlock my car with
my phone
PICK UP RE-USE
I get a email
confirmation
of my
booking
Arriving at the
parking, I can
flash the lights to
find the car
I can
exchange or
upgrade my
car in real-
time

2. CUSTOMER’S JOURNEY
MOBILE IS THE KEY FOR THE RENTAL CAR WITH GOLDCAR
CLICK’N’GO
I need a Car
after a flight
and I found
Goldcar
service
I earn points thanks
to Goldcar club
loyalty program
Do I sign a rental
agreement ?
What about the
state of the car ?
I get a email
confirmation with
the link to
download the
Click'n Go
application (#2)
I select my car
and extras and
fill a register
form
I plan my
trip on the
Goldcar
app (#1)
I receive a
notification of
the location of
my car
If I have any
trouble, I can
call road
assistance
24/7
I can ask for an
invoice in the app#1
I return my car
to the parking
and I lock it with
my virtual key
I can report a
damage thanks
to the guide
available on
the app #1
Following the
directions of
the app #1, I
found my car
and I open it
During the 12
hours prior to
the collection,
I receive my
virtual key in
the app #2
BOOKAWARE RETURN & INVOICEUSEPREPARE MY TRIP PICK UP RE-USE

3. CUSTOMER’S JOURNEY
DOING URBAN MOBILITY WITH DRIVE NOW BY SIXT, BMW AND MINI
I need a car-
sharing app
in UK, I found
Drive Now
I receive offers
as a member
I get an email
confirmation
of my
reservation
I find and reserve
the nearest car
and plan my trip
I download
the app,
register and
activate my
account
I receive a
notification of
the location of
my car
If I have any
trouble, I can
contact customer
service
I receive an
automatic invoice
I drop my car
anytime in any
public parking
I unlock the car and
can report damage
within the app
Following the
directions, I can
find my car
I follow the
GPS through
the app to go
to the car
BOOKAWARE RETURN & INVOICEUSEPREPARE MY TRIP PICK UP RE-USE

4. CUSTOMER’S JOURNEY
RENT A CAR NEXT DOOR WITH DRIVY
I search for
peer to peer
car rental
I need another
car and take it
again
I open the car
thanks to
Drivy Open
I select my options
(electric car, baby
seat, GPS…)
I select location,
date, and mileage
included
I download
Drivy app
I send requests
to 3 vehicle
owners to
maximize
chances
I use it and
return it
without gaz
I sign digitally and
rate my rental
experience, and
receive my invoice
I adjust the price
with the car
owner to fulfill
the vehicle for
me
I sign in through
social media or
email
I explain to the
owner why I
need the car by
writing a short
message
I receive an
email to confirm
my request and
approval from
the car owner
and pay trough
the app
I go to the car and
take pictures for
damage report
BOOKAWARE RETURN & INVOICEUSE
PREPARE MY
TRIP
PICK UP RE-USE

5. CUSTOMER’S JOURNEY
AS EASY AS BOOKING AN UBER WITH VIRTUO’S APP
I search for
car rental
service
I return and
close the car
with the app
I receive
my virtual
key to
download
on the app
I select pick-up
time and
location with
geolocation
I create an
account with ID,
driver license,
selfie check
I download
Virtuo app
at the train
station
I select vehicle
type between
Classe A / GLA
I go to the
car thanks
to Virtuo
directions
I drive to my
meeting
I validate
the damage
report on
the app
I unlock the car
with virtual key
on the app
I pay through
the app and
get an email
confirmation
I choose the
mileage up to 500
km per day and
extras (additional
driver, insurances)
I receive an
automatic
invoice
I am becoming
loyal and re-
use the app
BOOKAWARE RETURN & INVOICEUSE
PREPARE
MY TRIP
PICK UP RE-USE

6. CUSTOMER’S JOURNEY
RENT A CAR RIGHT TO YOU WITH CARLILI
I search for
car rental
service at
home,
found Carlili
I rent another
car
I check the car
with the deliver
guy and sign
digitally
I sign up with
email and
pay through
the app
I select
mileage up to
4550km and
extra seats
I select
vehicle type,
date and
location
I upload my
passport and
driver license
I receive a contract
confirmation by
email
I receive a contract
confirmation by
email
The delivery guy
check the car
with me and I
sign digitally the
contract
I drive the car
for the
weekend
I receive an
SMS 30 min
before car
delivery as a
confirmation
I receive
an email
to confirm
my rental
BOOKAWARE RETURN & INVOICEUSE
PREPARE
MY TRIP
PICK UP RE-USE