Design Process
Design Framework and Strategy: Inspired by Jake Knapp's Sprint: While the sprint process extended beyond the typical five days outlined in Jake Knapp's "Sprint: How to Solve Big Problems and Test New Ideas in Just Five Days," we applied its core principles to design, prototype, and validate a full user journey within two weeks. The use of iterative design, rapid prototyping, and cross-functional collaboration ensured alignment between user needs and business goals.
Objectives and Challenges
1. Create a fully digital, contactless rental experience.
2. Enable fast verification with real-time photo uploads.
3. Design an intuitive user journey for seamless pick-up and return processes.
Process and Workflow
Phase 1: Wireframing and User Flow Design
This phase mapped the core touchpoints such as ID uploads, vehicle unlocking, and return inspections ensuring every interaction was intuitive.
Wireframe at full user journey
Phase 2: UI Design and Prototyping (InVision App)
The wireframes were refined into high-fidelity designs, ready for seamless developer handoff. These prototypes were built pixel-perfect, ensuring consistency.
A flowchartof the full user journey will be included to visually represent the end-to-end process, helping stakeholders grasp the complete flow at a glance.
Phase 3: Validation and Iteration
Regular feedback loops with Europcar stakeholders enabled fast adjustments. We conducted usability testing and refined the prototypes based on real-time feedback, guaranteeing a smooth experience across various scenarios.
Solution:
- ID and License Verification: Customers could quickly upload photos, starting the rental within minutes.
- Contactless Car Access: Real-time photo validation allowed car unlocks without visiting a counter.
- Automated Return Process: Customers followed a photo-based checklist for transparent returns, reducing disputes.
Results and Impact
This project set a new benchmark for Europcar's digital transformation, offering a future-ready, scalable rental model.
Key Outcomes:
- Improved customer satisfaction: with a self-service model.
- Reduced rental times: Reduced rental times by eliminating wait times at counters.
- Scalable solution: ready for other Europcar locations.
Conclusion: A New Standard in Car Rentals
This project stands as a testament to how thoughtful UX design, agile collaboration, and innovation can transform industries even in the most challenging times. The contactless journey we developed not only met public health requirements but also aligned perfectly with Europcar's goals to enhance the user experience.
This case study exemplifies how I combine design thinking, rapid prototyping, and a user-centered approach to deliver impactful solutions that drive business success.