Car Rental Online Reservation Process Redesign

Opportunity:

To create a "best-in-class" online car rental reservation experience that far exceeds competitors, increases conversion and revenue generation.

Process:

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Main Activities (collaborated with 2 other UX designers):

1. Stakeholder Interviews: interviewed key business stakeholder for the purposes of developing a short list of critical business drivers, goals, and challenges that informed all subsequent work

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2. Mental Model: developed use cases and a mental model of booking rental car online, which helped us create a new reservation process

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3. Flow Diagram: created flow diagram and user scenarios to help the team visualize how the proposed reservation process works. Each step of the process was mapped to key mental model components, i.e., planning, vehicle selection, payment/cost

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4. Page Sketches: illustrated key page elements and system states. These helped the team create consensus on content and functionality

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5. Page Wireframes: detailed out full wireframes for the entire system, including special/alternate scenarios/cases, for example, for corporate customers, travel agents, members paying with points

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6. Usability Testing: prior to launch, conducted testing with 16 prospective renters (6 were existing members of client's service) to identify potential issues with the redesigned process

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