How can we help renters find the right vehicle for their trip?
Choice is a feeling associated with being in control. You're hardly ever in control at the rental counter.
Autonomy from Hertz changes that.
THE CLIENT
Hertz via Design Challenge
THE SPECS
Visual Design
THE BIGGEST CONSTRAINT
Promises made. Promises broken.
In the rental car industry, a reservation doesn't mean you'll get a specific vehicle. It leads to extreme user confusion at the rental counter since a reservation made months ago might not be honored based on availability.
The business might have just lost a customer to the competing rental agencies in the airport. And the consumer has just become late to their important business meeting.
THE FRUSTRATIONS ASSOCIATED WITH RENTING A CAR
"I reserved an SUV and left with a Yaris."
Initial research led me to three specific insights regarding the frustrations associated with renting a car.
A mid-career professional’s life is filled with uncertainty. An additional passenger, a change in occasion, or a shift in budget can happen at any time.
Location matters. Some cars, like compacts, thrive in big city environments. Users want to know what vehicle is best for their destination.
Choice is valued. Users want to understand their options and value having information and control over the car they choose.
// USER RESEARCH
THE IDEA
Autonomy.
Hertz will provide its users with the ability to pick a specific car for contactless pick up two hours before their reservation time. By leveraging IBM cloud technology, Hertz can power its fleet and provide renters with the power to choose.
Two hours before a customer's reservation time, the customer would receive a push notification that informs them of the opportunity to choose a guaranteed vehicle.
// SKETCHES AND FLOWS
THE FINAL SUBMISSION
The power to choose.
Users would be greeted with the new feature upon opening the app or push notification. The process of selecting a car was created with simplicity in mind. A set of icons expresses each vehicles feature set. In addition, the app provides smart recommendations using user ratings to ensure that the customer is making the smart choice for their destination.
Customers may not always have access to the mobile application to make their reservation. By partnering with airlines, Hertz can develop an application that lives on seatback infotainment monitors to help users with their choice.
