CASE STUDY

 

Sixt App

 

Holvi is an online banking service tailored to small business owners, freelancers, and entrepreneurs.

Role

Design Lead (Team 3 Designers)
UX/UI Design

Duration

4 Months

Tools

Figma, Protopie, Mural, Adobe Creative Suite

Challenges

As the Design Lead and UX/UI Designer at SIXT, I spearheaded the development of an innovative app feature aimed at streamlining the car rental pickup process. This case study outlines the challenges we faced, our objectives, the design process, research and analysis, strategy, ideation, testing and validation, and final reflections on the project.

Our primary challenge was to enhance the user experience during the car pickup phase, which is often fraught with delays and complexities. Specific issues included:

 

  • Lengthy Wait Times:
    Customers frequently experienced delays at rental counters, leading to frustration.
  • Cumbersome Documentation:
    The manual verification of documents was time-consuming and prone to errors.
  • Inconsistent User Experience:
    Variations in pickup procedures across different locations led to confusion among users.

Objectives

 

  • Reduce Pickup Time:
    Streamline processes to minimize the time customers spend during vehicle pickup.
  • Digitize Documentation:
    Implement digital solutions for document verification to enhance efficiency.
  • Standardize Procedures:
    Create a consistent and intuitive pickup experience across all locations.

DESIGN PROCESS

RESEARCH & ANALYSIS

Competitor analysis

Data Analysis

User Interviews & surveys

STRATEGY

Customer Journey Map

Design Elements Roadmap

 

IDEATION

Hi-Fi Wireframes

Interactive Prototypes

TESTING & VALIDATION

Usability Testing

We utilized and prioritized the key phases of Discovering, Synthesizing, Ideating, Designing, and Implementing.

Research & Analysis: Understanding user pain points and industry standards.

Strategy Development: Formulating a plan to tackle identified challenges.

Ideation: Brainstorming and conceptualizing potential solutions.

Prototyping: Creating wireframes and interactive prototypes.

Testing & Validation: Gathering user feedback to refine the designs.

RESEARCH & ANALYSIS

We employed a combination of qualitative and quantitative research methods:

  • User Interviews and Surveys:
    Engaged with customers to gather insights into their pickup experiences, identifying pain points and areas for improvement.

  • Data Analysis:
    Collaborated with the analytics team to examine metrics related to pickup times and customer satisfaction, pinpointing bottlenecks in the process.

  • Competitor Benchmarking:
    Analyzed industry peers to understand best practices and innovative solutions in the car rental sector.

    STRATEGY

    Based on our research, we developed a comprehensive strategy:

    • Customer Journey Mapping:
      Visualized the end-to-end pickup process to identify critical touchpoints and areas of friction.

    • Design Elements Roadmap:
      Outlined key features and functionalities required to enhance the pickup experience, such as digital check-ins and real-time updates.

     

    IDEATION

    • In the ideation phase, we focused on translating our strategy into tangible solutions:

      • High-Fidelity Wireframes:
        Developed detailed designs incorporating branding elements and refined user flows.

      • Interactive Prototypes:
        Built prototypes to simulate the user experience and facilitate usability testing.

    TESTING & VALIDATION

    • To ensure the effectiveness of our designs, we conducted:

      • Usability Testing:
        Observed users interacting with the prototypes to identify usability issues and gather feedback.

    FINAL THOUGHTS

    • The project culminated in the successful implementation of a streamlined, user-friendly car pickup process within the SIXT app. This initiative not only reduced wait times and enhanced customer satisfaction but also reinforced SIXT’s commitment to leveraging technology for superior user experiences. The collaborative effort across design, development, and operations was instrumental in achieving a solution that aligns with both user needs and business goals.

    Let’s make something amazing together!

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    Location

    Germany, Munich Area

    Email

    hello@aleksandramaslon.com