Project overview.
In the context of increasing demand for car-renting services, CARL is a mobile app that helps casual travelers rent vehicles with maximum clarity. From start to finish, the user has full control over their choice and the extras and can ask for service support at any time. In essence, renting a car, made transparent and easy 🤗
Project duration: February 2021 to August 2021.
The problem: Renting a car often generates stress and uncertainty about the process.
The goal: Design an app that allows users to easily rent a car; increasing transparency to remove uncertainty and stress.
My Role: UX designer designing a fictional app with real insights.
Responsibilities: Conducting interviews, paper, and digital wireframing, low and high-fidelity prototyping, conducting usability studies, accounting for accessibility, and iterating on designs.
Competitive Benchmark
Reviewing related apps/services to understand conventions, best practices, and general user flows. Ultimately highlighting what works and what doesn't.

Scenario for comparaison: 
With 5 services available in Amsterdam (SIXT, AVIS, ...), we are planning a short weekend to Belgium. The pick-up and drop-off locations are near Amsterdam Centraal. All the apps are analyzed up and until the personal details.
Key insights
➊ Let the user discover the app before to ask for log in.
➋ Recurrent information on car details (manual, seats, doors etc)
➌ Use of filter is paramount
➍ Bold CTA. However, some copy/buttons were misleading.
➎ The map isn't useful when booking a car abroad.
➏ Information on the driver (name, ID, driving license)
➐ Overload of information presented to the users (jargon)
Reviewing related apps/services to understand conventions,
These notes, followed by a usability test, led me to create a journey map
Main point points
➊ "Trust and transparency": lack of information creates confusion, frustration, and distrust.
Price: the price breakdown needs to be clear and lead to more information if requested.
Protection and extras: expected at the end, these 2 sections gather most of the user's concerns. Extra pictures and explanations could help.
Usability test
Using a test script to interview 1 potential user of car rental apps, I could better understand the user mindset(s) while renting a car. 

Screenflow and Reflector 3.
Key insights
➊ Clarity in the process: confusion due to misleading copy on CTAs, how to select a return date, or vague rental information.
Fees and extras: some fees/extras were hidden. If you don't pay attention, you end up paying for things you didn't intend. Photos and concise descriptions of each fee/extra would help.
Price: "I like to compare the offers"
Affinity diagram
Using a test script to interview 1 potential user of car rental apps, I could better understand the user mindset(s) while renting a car. 
A design friend helped me sort all this information out.
Grouping each insights per main categories prove to be very useful to create the the journey map. While arranging each sticky note during a digital workshop on, some possible solutions and opportunities started to appear.
Customer journey map
Mapping a persona's user journey revealed how helpful it would be for users to have access to a car rental app that would better explain the booking process, and help the user figure out which extras/protections to take or not.
Key opportunities
➊ Process duration: Tell the user how long the booking process might take and display the main steps the user will have to go through.
Make it visual: use icons to specify pieces of information and utilize pictures (besides a description) to illustrate what a user can expect from an extra or a car insurance.
Prevent errors: by guiding and informing the user in advance, we could already prevent some error flows.
Flow diagram
Interaction design
Taking the time to sketch rough iterations of each screen on paper ensured that the elements that would be translated to the digital wireframes would be well-suited to address the user pain points. 
Building the Hi-Fi prototype
I built the prototype focusing on the most important flow (booking a car) while experimenting with secondary flows (onboarding, profile, the booking tab, and the filters).
Figma let me create all the necessary interactions to experience the app first by myself, and then by real user for further testing.
A few learnings
- Filters are omnipresent and should be more highlighted
- Based on the journey map, some steps of the prototype required a higher level of detail to better guide the users
- Micro-interactions were essentials 
- Animations between tabs are helpful in the navigation
- Discovering new Figma animated transitions 
Thank you :)

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