Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
Reinventing Renting
A UX case study on the redesign of the Hertz rental process, by Emerald Lagow and Robert Boler
Hertz
• quality service
Hertz
• quality service
• diverse fleetHertz
• quality service
• diverse fleet
• adaptability
Hertz
Problem
• decrease in shorter-term rentals (1-2 days)
Problem
• decrease in shorter-term rentals (1-2 days)
• inconvenience and costs
Problem
The Brief
The Brief
core questions
Uber, Lyft, Zipcar, Car2Go
Uber, Lyft, Zipcar, Car2Go
convenience
Uber, Lyft, Zipcar, Car2Go
trustconvenience
Uber, Lyft, Zipcar, Car2Go
trustconvenience
Uber, Lyft, Zipcar, Car2Go
trustconvenience
Improving convenience and trust will have
immediate benefits for all Hertz customers,
and lay the groundwork for future gro...
Research
• comparative/competitive analysis
Research
• comparative/competitive analysis
• online reviews / social
Research
• comparative/competitive analysis
• online reviews / social
• two user surveys
Research
• comparative/competitive analysis
• online reviews / social
• two user surveys
• identified consistent pain points
Research
Compare
Compare many steps
Compare many steps fewer steps
Compare
Compare
core attributes
Compare
Compare
Compare
shared leasing
Compare
shared leasing
shared membership
Compare
shared leasing
shared membership
ride hailing
Compare
shared leasing
shared membership
ride hailing
trip sharing
Compare
Compare
convenience
Compare
Compare
right direction
Online
Online
trust
Online
Online
rentals, “anxiety”
Online
rentals, “anxiety”
Uber, “easy”
Surveys
Surveys
Surveys
Surveys
1. dislike waiting
Surveys
1. dislike waiting
2. dislike up-selling
Surveys
1. dislike waiting
2. dislike up-selling
3. unclear expectations
Surveys
1. dislike waiting
2. dislike up-selling
3. unclear expectations
• usage: vacation, airports
Surveys
1. dislike waiting
2. dislike up-selling
3. unclear expectations
• usage: vacation, airports
• like control of ren...
Users
Users
use case overlap
Users
User types:
Users
• Vacationing Family
User types:
Users
• Vacationing Family
• Business Traveler
User types:
Users
• Vacationing Family
• Business Traveler
• Road-tripper
User types:
Users
• Vacationing Family
• Business Traveler
• Road-tripper
• Ride-sharer
User types:
Users
• Vacationing Family
• Business Traveler
• Road-tripper
• Ride-sharer
Ideation
Ideation
phone-as-kiosk
ease & convenience
Ideation
phone-as-kiosk
ease & convenience
sharing rentals
Zipcar’s social
Ideation
phone-as-kiosk
ease & convenience
sharing rentals
Zipcar’s social
airport pick-up
Uber’s speed
Ideation
phone-as-kiosk
ease & convenience
Ideation
phone-as-kiosk
ease & convenience
benefits all users
Ideation
phone-as-kiosk
ease & convenience
benefits all users
saves costs
Ideation
phone-as-kiosk
ease & convenience
benefits all users
saves costs
lays groundwork
Ideation
Why a mobile app?
Ideation
• location services
Why a mobile app?
Ideation
• location services
• unlock car (RFID)
Why a mobile app?
Ideation
• location services
• unlock car (RFID)
• easy access to info and help
Why a mobile app?
Ideation
• location services
• unlock car (RFID)
• easy access to info and help
• brand presence
Why a mobile app?
Ideation
Ideation
Ideation
Ideation
Prototypes
Prototypes
Prototypes
Demo
https://projects.invisionapp.com/d/main#/console/7498358/160534054/preview
Improving convenience and trust will have
immediate benefits for all Hertz customers,
and lay the groundwork for future gro...
Q&A
Thank You
Emerald Lagow linkedin.com/in/emeraldlagow
Robert Boler linkedin.com/in/rcboler
Upcoming SlideShare
Loading in …5
×

Hertz in-app rental process design

332 views

Published on

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.)

Published in: Design
  • Be the first to comment

Hertz in-app rental process design

  1. 1. Reinventing Renting A UX case study on the redesign of the Hertz rental process, by Emerald Lagow and Robert Boler
  2. 2. Hertz
  3. 3. • quality service Hertz
  4. 4. • quality service • diverse fleetHertz
  5. 5. • quality service • diverse fleet • adaptability Hertz
  6. 6. Problem
  7. 7. • decrease in shorter-term rentals (1-2 days) Problem
  8. 8. • decrease in shorter-term rentals (1-2 days) • inconvenience and costs Problem
  9. 9. The Brief
  10. 10. The Brief core questions
  11. 11. Uber, Lyft, Zipcar, Car2Go
  12. 12. Uber, Lyft, Zipcar, Car2Go convenience
  13. 13. Uber, Lyft, Zipcar, Car2Go trustconvenience
  14. 14. Uber, Lyft, Zipcar, Car2Go trustconvenience
  15. 15. Uber, Lyft, Zipcar, Car2Go trustconvenience
  16. 16. Improving convenience and trust will have immediate benefits for all Hertz customers, and lay the groundwork for future growth.
  17. 17. Research
  18. 18. • comparative/competitive analysis Research
  19. 19. • comparative/competitive analysis • online reviews / social Research
  20. 20. • comparative/competitive analysis • online reviews / social • two user surveys Research
  21. 21. • comparative/competitive analysis • online reviews / social • two user surveys • identified consistent pain points Research
  22. 22. Compare
  23. 23. Compare many steps
  24. 24. Compare many steps fewer steps
  25. 25. Compare
  26. 26. Compare core attributes
  27. 27. Compare
  28. 28. Compare
  29. 29. Compare shared leasing
  30. 30. Compare shared leasing shared membership
  31. 31. Compare shared leasing shared membership ride hailing
  32. 32. Compare shared leasing shared membership ride hailing trip sharing
  33. 33. Compare
  34. 34. Compare convenience
  35. 35. Compare
  36. 36. Compare right direction
  37. 37. Online
  38. 38. Online trust
  39. 39. Online
  40. 40. Online rentals, “anxiety”
  41. 41. Online rentals, “anxiety” Uber, “easy”
  42. 42. Surveys
  43. 43. Surveys
  44. 44. Surveys
  45. 45. Surveys 1. dislike waiting
  46. 46. Surveys 1. dislike waiting 2. dislike up-selling
  47. 47. Surveys 1. dislike waiting 2. dislike up-selling 3. unclear expectations
  48. 48. Surveys 1. dislike waiting 2. dislike up-selling 3. unclear expectations • usage: vacation, airports
  49. 49. Surveys 1. dislike waiting 2. dislike up-selling 3. unclear expectations • usage: vacation, airports • like control of rental
  50. 50. Users
  51. 51. Users use case overlap
  52. 52. Users User types:
  53. 53. Users • Vacationing Family User types:
  54. 54. Users • Vacationing Family • Business Traveler User types:
  55. 55. Users • Vacationing Family • Business Traveler • Road-tripper User types:
  56. 56. Users • Vacationing Family • Business Traveler • Road-tripper • Ride-sharer User types:
  57. 57. Users • Vacationing Family • Business Traveler • Road-tripper • Ride-sharer
  58. 58. Ideation
  59. 59. Ideation phone-as-kiosk ease & convenience
  60. 60. Ideation phone-as-kiosk ease & convenience sharing rentals Zipcar’s social
  61. 61. Ideation phone-as-kiosk ease & convenience sharing rentals Zipcar’s social airport pick-up Uber’s speed
  62. 62. Ideation phone-as-kiosk ease & convenience
  63. 63. Ideation phone-as-kiosk ease & convenience benefits all users
  64. 64. Ideation phone-as-kiosk ease & convenience benefits all users saves costs
  65. 65. Ideation phone-as-kiosk ease & convenience benefits all users saves costs lays groundwork
  66. 66. Ideation Why a mobile app?
  67. 67. Ideation • location services Why a mobile app?
  68. 68. Ideation • location services • unlock car (RFID) Why a mobile app?
  69. 69. Ideation • location services • unlock car (RFID) • easy access to info and help Why a mobile app?
  70. 70. Ideation • location services • unlock car (RFID) • easy access to info and help • brand presence Why a mobile app?
  71. 71. Ideation
  72. 72. Ideation
  73. 73. Ideation
  74. 74. Ideation
  75. 75. Prototypes
  76. 76. Prototypes
  77. 77. Prototypes
  78. 78. Demo https://projects.invisionapp.com/d/main#/console/7498358/160534054/preview
  79. 79. Improving convenience and trust will have immediate benefits for all Hertz customers, and lay the groundwork for future growth.
  80. 80. Q&A
  81. 81. Thank You Emerald Lagow linkedin.com/in/emeraldlagow Robert Boler linkedin.com/in/rcboler

×