2. Handsome is a human-centered
design and technology firm.
A team of 30+ researchers,
strategists, designers and
technologists
W H O I S H A N D S O M E
Human-centered design
powered by full stack native
mobile and web development
Handsome offices in
Austin, Texas and Omsk,
Russia
3. W H A T W E D O
Capabilities
Research & Sense-making
Untangling and understanding complex systems to create knowledge and wisdom out of chaos.
Business Strategy
Systematically identifying the biggest opportunities for growth.
User Experience
Cultivating, understanding and empathy for end-users that drives design.
Product Design
Crafting digital experiences through interaction design, motion and visual storytelling.
Technology
Using proven and cutting edge technologies to build and implement scalable solutions.
Modeling & Mapping, Business Process Diagrams, Insight Generation, Values Definition, Actionable Product Playbooks
Product-Market Fit, Business Model Canvases, Product Roadmap & Resource Planning, Process Development, Content Models
Immersive Research, Rapid Ideation & Prototyping, Narratives & Scenarios, Information Architecture, Service Blueprints
Rapid Interactive Prototyping, System-wide Interaction & Design Language, Motion Mockups, UI Style Guides,
Pixel Perfect Comps
Prototyping, System Integration, Systems Analysis, Full-stack Web & Mobile Development, Quality Assurance & Testing
4. Audi
Client partners
W H O I S H A N D S O M E
Fare Compare
ERCOT
Facebook
Silvercar
Tagspire
Bell Labs
Housing.com
Trendkite
HomeAway
AAO
YouScience
7. W H Y H A N D S O M E
Human-Centered thinking
at every level
The ultimate success of any objective
is driven by the people it impacts.
This is why our approach puts people
first when making decisions, creating
interactions and building systems.
8. W H Y H A N D S O M E
Innovation driven by design,
served by technology.
We allow innovation to be driven by
design. The competence and
confidence of our technology team
empowers our designers to truly put
the needs and wants of people first.
9. W H Y H A N D S O M E
Purposefully beautiful and
delightful software.
Now more than ever, people expect
and react better to beautiful digital
experiences. Beauty and delight are
core to our strategy and purposeful in
our product design practice.
10. W H Y H A N D S O M E
Creating useful, digitally
connected brands.
It’s not enough for brands to speak at
their audience anymore. Technology
has changed how people interact with
their world, and, in order to be
impactful, brands must participate
and provide utility.
11. W H Y H A N D S O M E
Holistic, immersive product
strategy.
Depth of knowledge is a prerequisite
to transformational design. The
delivery of useful digital experiences
must be driven by strategy that
accounts for variables from every
angle in every dimension.
13. C L I E N T E N G A G E M E N T T E N E T S
A true product team
A multi-disciplinary team is custom
crafted and dedicated to our clients
through the duration of the
engagement. Each diverse team of
specialists is lead by a strategic
thinking Handsome Product Manager.
14. C L I E N T E N G A G E M E N T T E N E T S
An integrated partner
We operate like an extension of our
client’s company. We invite our clients
to join us in our design process,
participate in iterative integration, and
support long-term product
development roadmaps.
15. C L I E N T E N G A G E M E N T T E N E T S
Confidence in approach
Our methodologies are centered around
making sense of complex systems and
environments and reducing uncertainty.
Our design decisions are driven by data
and evidence as much as they are by
creativity.
16. C L I E N T E N G A G E M E N T T E N E T S
Beauty by design
Progressive, amazing, and delightful
aesthetic is ingrained in our DNA and an
essential ingredient in the user
experiences we design. We’ve created an
industry recognized culture around
beauty.
18. The world’s largest social network &
Handsome take on cyber security.
Facebook engaged Handsome to research and design a
product that would enable Fortune-500 IS Professionals
to help keep us all safer.
Creative Facilitation
Product Planning and Strategy Strategy
Design Research and Synthesis
In depth interviews
Persona development
System modeling
Insights, Breakdowns and Design Criteria
Interaction Design
Interface Design
19. IT security is one of the most important and ongoing challenges of our time. And the good guys, in many respects, are losing.
Companies are investing resources to improve their security posture, but are often redundantly solving the same problems as
everyone else because they do not feel comfortable sharing their best practices and lessons learned.
A team within Facebook’s security practice wanted to take a big (and unprecedented step) in making the Internet a safer place. Their
idea was simple: make people safer by helping people disclose and share not less. We helped them do just that.
Overview
20. For the research portion of this project, our task was to gauge how well this idea of an open sharing platform for security
professionals would play within the security community. Based on feedback from users we were able to articulate design values
and rules that, if followed, would give this platform the best chance of thriving. Online security network could thrive.
Interviewing the world’s leading security professionals and
articulating clear “rules of the game” for this product.
21. As with most of our engagements, we relied heavily on models to help us see how the parts of the system
fit together. Above is a ‘scrubbed’ system model showing how a user would interact and move through the
different parts of the system, and showing the learning trajectory of personas over time.
Using models to see the forest through the trees
22. A 00
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Actionable System Items Design Criteria Designation Model Walkthrough
Level of Trust
Time
Building Trust In the System
Persona 2
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Persona 3
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Content
Produced
(Articles & Comments)
Time / System Interaction
Content Production
Level of
Community
Trust
Time / System Interaction
Building Community’s Trust
Collaborate
Approved
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People Company
System-wide Transparency
Create
Tags Exploration
Content
Design Criteria Target Users
Post Responses
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Find Content
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Content is King
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Tangible Value
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See the Impact
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Create and Collaborate
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System Model : 01/16/15
23. Branding was a significant
portion of this engagement.
From 5 different concepts and
big ideas, we arrived at harbor,
a brand that embodies safety,
community and sharing.
Great name, great brand
24. Enterprise fleet services for
the on-demand economy.
We partnered with Audi to help
research and design their new
technology-driven enterprise fleet
design service.
Product Strategy
User/Buyer Research
Service Design
Product Design
25. On demand first, schedule
ahead second.
With Audi Shared fleet we set out on a
mission to create an experience that
feels like bleeding edge technology
meets your personal assistant. By
building off of the Silvercar platform
we were able to build fast without
sacrificing vision.
26. Synthesizing how CITIES relate to cars
For this project we conducted research in Austin, Atlanta, New Orleans and San Francisco. Our goal was to
understand how different cities culturally related to transportation and specifically cars and car sharing.
27. Synthesizing how PEOPLE relate to cars
Most people see transportation as an everyday need, but few spend time reflecting on it. With our research, we
designed methods that allowed us to uncover people’s attitudes, goals, and behaviors around a topic most people aren’t
inclined to talk at length about. To do this we used storyboards and participatory design exercises to understand
people’s ideal relationship, emotions, and interactions with cars, and how this differed geographically.
28. Piloting a new service is not just about designing a killer app; it is about the successful coordination of
people and technology to provide a seamless and delightful experience for end-users. Doing this required
extensive facilitation and modeling with 4 different parties, talking through everything from price points,
to acceptance criteria for targeting alpha companies, to car maintenance schedules.
Designing a service, not just an app
29. Don’t have an authorized email?
Drive users to contact their HR
department to find out more.
Personal Profile Information
Within the flow, employee is required
to view the benefits of personal use,
but they can skip entering their credit
card information.
Collateral
How To Use
Email Templates
Website
Design Criteria
On demand first, schedule ahead second.
Help me look for excuses to drive.
Help me feel confident about what I am
responsible for paying for.
Provide tools and talking points for evangilizing
this service.
Ideal experience should feel like bleeding edge
technology meets your personal assistant.
Build fast while not sacrificing vision.
Not just about driving an Audi, it’s about
participating in the changing landscape of
transportation.
The purpose of this document is to represent the key user/admin
flow components of the Audi Shared Fleet MVP application.
NOTE: Please see backlog for specific features and functionality
for MVP and Version 1.
2015-10-15 | Audi Shared Fleet User/Admin Flow
MVP
Key
Employee
Alpha Client
Silvercar ASF Operations
Audi of America
Email
Promo Code
Website
App
Push Notification
Dialogue Box
1
2
3
4
5
6
7
1. During the tabling session, Silvercar ASF will
leverage audisharedfleet.com and the app to walk
employees through how it works.
All or some of the steps below could take place at a tabling
session or orientation between Alpha Client and Silvercar ASF
Silvercar ASF Concierge will:
1. Be the primary point of contact if user encounters
any issues during rental
2. Regularly check on the fleet of cars in-person
3. Manage the gas card
4. Have a standard operating procedure for disputing
fuel, tolls, damage charges, and misunderstandings
about pricing/promotions, etc.
5. Be available between 8am - 5pm (After hours, or
outside of active reservation, user will be directed to
call center)
Scan a New Vehicle
If the user chooses to scan a
new vehicle, the process starts
over at scan a QR code.
If The Car Is NOT Safe To Drive And
There IS Another Car Available
If the car is deemed not safe to drive
by the employee, and there is another
car available, the system will provide
another dialogue box that asks to
employee to scan another vehicle.
If The Car Is NOT Safe To Drive And
There IS NOT Another Car Available
If the car is deemed not safe to drive
by the employee, and there is not
another car available, the system will
ask the employee to contact a
concierge or find a new mode of
transportation.
Cancelling a Reservation
The employee can cancel a
reservation up until the point that
the reservation agreement is
accepted and the car is unlocked.
Mixed Use Option
In-app mixed selection option
captures user engagement, but is
non-functional. The purpose for
MVP is strictly to understand the
level of interest in this feature.
Blacklist / White-list
HR notifies Silvercar of any employees that need to be
white-listed or blacklisted, and Silvercar updates the
system. If any employee is blacklisted, they will be given
a ‘Contact Customer Service’ message in-app, which
will prompt them to call Silvercar.
1
Additional Post-Drive Emails
Disputing fuel, tolls, damage charges,
misunderstandings about pricing/
promotion, etc.
Alpha Client Summary Emails
Silvercar ASF manager to work with
Alpha Client to determine how and
when summary emails are sent and
received (TBD).
Add Credit Card
If the user has not already entered
their credit card, the user recieves a
system message asking them to
complete their profile before they can
make a personal reservation.
Cancelling a Reservation
The employee can cancel a
reservation up until the point that
the reservation agreement is
accepted and the car is unlocked.
If the user chooses to cancel a
reservation, they will receive an
email notifying them of the
cancellation.
Tips and Tricks
If the user has any questions about the
car, like how to use the WiFi, etc., they
can find answers in the Tips and Tricks
section of the app.
Contact a Concierge
If the user notices something wrong
with the car after they have accepted
the rental agreement and gotten into
the car, they will need to contact a
concierge.
Shortening a Reservation
In addition to extending a reservation, a
user can also shorten it if need-be. They
will receive an email confirmation.
In-Person
Start Car
Getting Started
Alpha Client takes information from employees,
and works with Silvercar ASF Operations to get
the employees into the system.
Silvercar ASF Operations Creates Alpha
Client Account in Quicksilver (White-list)
User is not confirmed.
User has no password.
Welcome Email from Silvercar ASF
Operations to Alpha Client employees
Registration confirmation email sent to user.
Includes unique link per user.
Includes promo code.
2 CTAs: Learn More and Download App
Email CTA 1: Learn More
Drives to audisharedfleet.com
From audisharedfleet.com
Employee views high-level ASF details.
Employee cannot register onsite.
Employee cannot download app from site, but
they may be able to drive the user to the app
store (TBD).
Email CTA 2: Download App
App store or enterprise distribution
(TBD). Link points to Silvercar and
redirects to download app.
Employee completes necessary steps to
download app and begins the registration
process (TBD).
App Welcome Screens
View how it works slides.
Enter authorized business email.
Create password.
Confirm password.
Enter Business Profile
Information
Select profile photo.
Enter name.
Mobile phone number.
Driver’s license information.
Enter Personal Profile
Information
View benefits of personal use.
Enter credit card holder name.
Enter credit card details.
Enter billing address details.
(Braintree instantly validates all
credit card information.)
Registration Complete
Employee is now registered.
Employee cannot make
reservation, or drive car until their
driver’s license is validated by
Silvercar ASF Operations in-
person.
Make New Reservation
Employee can make a personal
or business reservation.
Personal Use
Set date
Set time
Select drive type
View total cost
View ASF insurance
Enter promo code (optional)
Enter drive memo
Make reservation
15 Minutes Prior To Reservation
Starting Employee Recieves
Push Notification
Employee recieves push
notification asking if the user
would like to view the details of
their upcoming reservation.
1
Employee Starts Reservation
Employee can start an active
reservation up to 15 minutes
before it was reserved.
Employee Scans QR Code
Employee scans QR code, which
starts the unlocking process.
Scan QR code.
Cancel reservation (optional).
Contact concierge (optional).
Car is not unlocked at this point.
View Fuel Level,
Report Damage
View fuel level.
Scan car for exterior damage.
Report any damage.
Submit damage report.
Scan new vehicle (optional).
Cancel reservation (optional).
Contact concierge (optional).
Car is not unlocked at this point.
Is the Car Safe to Drive?
If the employee submits any type
of damage, they must confirm
that they believe the car is safe
to drive.
Car is not unlocked at this point.
Rate Previous Driver
Employee is asked to peek inside
the car, and rate how clean the
previous driver left the car.
Scan new vehicle (optional).
Car is not unlocked at this point.
Unlock Car
Swipe to unlock.
Car is unlocked.
Employee cannot cancel
reservation
Employee Starts Car
Employee will locate keys and
start car.
Extending Reservation
If the user extends a reservation,
they will recieve an in-app
confirmation.
Extending Reservation
After the user extends a
reservation, they will receive an
email confirmation.
End of Drive Notification
15 minutes before the
reservation is supposed to end,
the user is sent a push
notification informing them their
active reservation is ending in 15
minutes.
1
End Reservation/Checklist
Leave fuel card in car.
Roll windows up.
Leave keys in car.
Gather belongings.
Locks doors.
End Reservation.
Successfully Refueled Upon
Return Email
If a business or personal driver
returns a car refueled, they
recieve a thank you email with a
promo code. Positive
reinforcement for fuel structure.
Includes promo code
Receipt Email Sent to Employee
Email contains details / invoice
of drive.
For personal rentals, any fueled
owed at the end of a rental will
be included in the reservation
invoice.
Unlock Car
Employee can start reservation
by confirming that they agree to
the following statements:
That any visible exterior damage
has been submitted.
To read the Rental Agreement
(Optional to view full rental
agreement).
Business Use
Set date
Set time
Select drive type
View ASF insurance
Enter drive memo
Make reservation
Registration Complete,
Waiting on Driver’s Licese
Validation
Employee receives email from
Silvercar ASF Operations that
they have successfully
registered, and it may take up to
24 hours for their driver’s license
to be validated.
Reservation Process Complete,
Employee Receives Success
Message With Details About
How It Works
Employee is notified in-app that
they have successfully made a
reservation. They are given full
details on how it works.
Confirmation Email Sent To
Employee by Silvercar ASF
Employee receives email from
Silvercar ASF Operations that
they have successfully made a
reservation.
Includes promo code.
Upcoming Reservation
Modification Email Sent To
Employee by Silvercar ASF
If the employee modifies their
upcoming reservation in any way,
they are sent an email from ASF
notifying them of the changes.
Silvercar ASF Ops Verifies
Driver’s License In-Person
At an in-person orientation or
tabling event, an ASF Concierge
verifies employee driver’s license
information.
Employee now able to make
reservations and drive.
Silvercar ASF Is Notified A New
DL Needs To Be Verified
Silvercar ASF Ops is Deployed
to Alpha Client Office,
Verifies Driver’s License In-
Person
After receiving a notification, an
ASF Concierge verifies employee
driver’s license information in-
person.
Employee now able to make
reservations and drive.
Pre-Launch: Alpha Client Selection
Audi Sales courts and identifies Alpha Client.
After the terms of agreement are signed, Alpha
Client is handed off to Silvercar Operations.
Post-Launch: Ongoing Sales
Silvercar ASF Subsidiary is responsible for
sales. AoA can do lead gen.
Silvercar ASF will own LinkedIn, Intel, Juniper,
NetApp, Moxie longterm relationship.
Pre & Post-Launch: Cars
Volkswagon financial services titles to
ASF Silvercar subsidiary. (Preference is to
finance via VCI.)
Silvercar ASF Operations to Initiate Test
Deployment of App 4 Weeks Prior to Launch
The goal is to understand logistics of getting
through Audi App Deployment before Q1.
30. Inspiring new ways to travel
FareCompare came to Handsome to create the future of
their service on mobile. Through a human-centered design
approach that included generative and evaluative research
we created a new product that would inspire people to travel.
Handsome’s product team named, branded, designed, and
built native mobile apps for both iOS and Android platforms.
Ethnographic & Market Research
Product Strategy
Branding
Product Design
Native Mobile Development
31. Understanding how people
approach travel
When working for meta-travel company FareCompare we were trying to
find a way to help their team fully understand the nuances of how and
why people traveled and how these translated to a multitude of different
user goals. The way we did this was create a set of personality variables
that when put together helped identify the different ways people traveled.
32. Reinventing car rental with
Silvercar.
Silvercar engaged Handsome to
update their brand and redesign their
web site and mobile product. We did
this using key insights derived from
research.
Product Strategy
User Research
Product Design
Brand Update
Online case study: Click here
33. Reinventing car rental with Silvercar.
Silvercar engaged Handsome to update their brand and
redesign their web site and mobile product. We did this
using key insights derived from research.
Watch Case Study Video
Download the iOS app
Download the Android app
34. “We want our communication and
product channels to match our amazing
brand promise. We want to take our
existing brand, and make it widescreen.”
Evolving a brand
Silvercar already had a strong and
definitive brand promise. What they
lacked was language and artifacts to
translate that promise into their digital
presence. From copy to photography,
their new brand standards helped them
consistently introduce and reinforce the
Silvercar promise at every customer
touchpoint.
Consider every customer
touchpoint
Download Brand Guide
35. The Silvercar rental experience is
absolutely atypical. There is no check-
in counter and no line to access your
car. The entire experience is centered
around your phone. This required our
team to gain a full understanding of
the entire customer journey, see the
business from the perspective of
Silvercar’s operational team, and
design an entire experience to meet
the promise of the brand.
The customer journey
36. Establishing a brand
What is now known as Ipsos Strategy3, was once a small
consultancy in Austin, came to us to help establish their brand and
communicate it through their website. Particularly our engagement
was focused on providing a brand that could:
Articulate the services value that they
provide to their clients.
Establish a brand presence that was related
but not identical to iPSOS.
Reflect back on answers to the questions:
Who are we?
Who do we want to be?
Communicate the value behind the service
Provoke discussion and sense-making through analogy
37. The Strategy 3 marketing site was the
first deliverable where we really got to
show off all the hard work that went
into building the brand.
Visualizing the brand.
38. Redefining our relationship with
information.
Bell Labs brought us in to help define a vision for
their mission as a company. We performed
research to understand the technologies they have
created and how this technology could impact
users lives in order to create a product concept for
how Bell Labs can change the world.
Product Strategy
Roadmap Development
Technology & User Research
Product Design
