Role
UX/UI Designer
Mission
Digitize "Rental Car Return" forms to boost efficiency and improve service
Tools
Figma
Context & Problem
In the process of returning a rental car, a 'check-out' procedure is typically carried out, where a representative from the rental company performs the driver's identification and assesses the current condition of the returned vehicle. Until now, this procedure has been paper-based, with the customer receiving a physical copy upon completion. AVIS is undergoing a digital transformation initiative, transitioning all service interfaces to digital platforms. This transformation aims to streamline and digitize the entire rental car return process, eliminating the need for paper forms and providing a more efficient, pleasant, and customer-friendly experience for both the customers and service representatives.
Objectives & Goals
In the pursuit of digital transformation, the primary objective is to redefine the "Rental Car Return" form for company service representatives. The goal is to replace traditional paper-based documentation with a digital format, streamlining processes for agents of the company. This effort aims to empower agents to provide detailed information about returned vehicles, including damages, current conditions, and required repairs. By digitizing the form, the project seeks to enhance efficiency, expedite decision-making, and improve overall service experiences for both company representatives and customers. The ultimate objective is to create a more accessible, transparent, and time-efficient process, contributing to an elevated standard of customer service.
Key Research Activities & Insights
Research & Analysis: During the initial phase of our project, we conducted a thorough analysis of three distinct tablet forms utilized by various car rental companies. This involved a comprehensive examination of their visual aesthetics, current design features, and the identification of trends that could be seamlessly integrated into our form.
User Experience Enhancement: Our primary focus was on exploring elements from other forms that would enhance the overall user experience, making it more efficient and pleasant. Concurrently, we diligently sought potential areas of confusion within these forms to extract valuable lessons on what pitfalls to avoid in our own design.
Design Considerations: The investigation extended to critical design considerations, including emphasis, color schemes, and font sizes tailored for tablet form design. We also determined recommended dimensions and heights for form fields and buttons, aiming to create a visually cohesive and user-friendly interface.
Broader Information Search: In addition to our direct observations, we embarked on a broader search for supplementary information. This encompassed insights derived not only from our hands-on analysis but also from professional research available online. This holistic approach ensures that our form design is not only visually appealing and intuitive but also rooted in best practices and industry standards gleaned from both practical examples and academic research.
challenges & difficulties
Presented to us was the form that needs to transition from a paper registration form to a tablet, including the dimensions of a standard tablet to which we need to tailor our design. The characterization of the form itself posed several challenges:
Form Sectioning: Determining how to divide the form into sections and considering the transition from vertical to horizontal format.
Workflow Expression: Defining how the workflow will be expressed visually, outlining which fields will be included in each step of the form.
Field Translation to Digital Format: Addressing how to translate each section of the form into a digital format. Some fields are straightforward, while others, such as the fuel gauge or signature field, present more complex challenges.
Integration of Interactive Elements: Tackling the integration of interactive elements, particularly in the conversion of a section displaying car illustrations used to assess the vehicle's condition. Here, the challenge lies in preserving interactivity during the conversion process.
Let's talk!
050-6789248
shirazbentora@gmail.com
